Deux Digital partnered with OneBlock, a leading subscription-based block management and maintenance company in London, to transform its client communication and lead management processes. By implementing a fully customised Zoho CRM tailored to the unique requirements of the block management industry, we reduced response times by an average of 4 hours and increased efficiency in nurturing leads, resulting in a 75% boost in moving prospects through the sales pipeline.
The integration of bespoke workflows, detailed reporting, and automated escalation notifications empowered OneBlock to streamline operations, enhance customer satisfaction, and drive business growth like never before. This CRM integration and customisation for this London-based block management company was a pivotal tipping point in transforming from an idea, into an effective service offering with a rock-solid back-office.
Managing Director
“As the business was transitioning from spreadsheets to a CRM system, we required a robust system which could help our team manage clients more effectively and help nurture the leads we were generating from marketing, more consistently. The main goal was to centralise all our customer data for a more effective way of communicating with clients.”
OneBlock faced operational inefficiencies that hindered their ability to deliver exceptional service and effectively manage client communication. Our comprehensive audit, combined with in-depth meetings with key stakeholders, revealed critical pain points, including slow response times, fragmented lead management, and a lack of visibility into the client journey.
These challenges were amplified by the growing demands of their expanding client base, highlighting the need for a scalable, centralised system. By understanding the unique requirements of the block management industry and the specific goals of OneBlock, we identified the need for a tailored CRM solution to streamline workflows, enhance communication, and support their growth trajectory.
| Solution Component | Action Completed | Problem Solved | After (Result) |
|---|---|---|---|
| Custom CRM Tailored to the Industry | Designed CRM modules specific to block management (e.g., property tracking, maintenance requests). Integrated marketing and sales tools for seamless workflows. | Unorganised processes and limited functionality. | Streamlined operations with tailored, industry-specific tools. |
| Custom Workflows Based on Lead and Client Status | Automated lead nurturing sequences. Real-time updates on client statuses. | Delayed responses and missed opportunities. | Faster lead progression and seamless status updates. |
| Custom Reporting on Client Journey | Created dashboards for full visibility of all communication touchpoints. Provided insights into conversion rates and client satisfaction. | Lack of visibility into client interactions. | Improved decision-making with actionable insights. |
| Sales Pipelines Tailored to the Business | Developed custom pipelines aligned with the subscription model. Automated reminders for follow-ups and renewals. | Disorganised lead tracking and follow-ups. | Efficient pipeline management and better lead conversion. |
| Automatic Notification of Client Escalations | Set up instant escalation notifications for managers. Ensured faster resolution of critical client issues. | Delayed issue resolution. | 50% faster response to escalations, enhancing client satisfaction. |
Managing Director
