Wardle Consultancy, an Australian-based Dispute Resolution & Finance company, boosts lead conversion, sales efficiency, and customer retention with Bigin

The company

Wardle Consultancy is a company dedicated to helping consumers and businesses navigate complex financial situations. They offer expert guidance in resolving internal and external disputes, while also ensuring businesses maintain compliance and handle customer complaints effectively. Their in-depth understanding of financial regulations allows them to streamline operations and efficiently resolve issues before they escalate. Wardle Consultancy partners with finance professionals to empower individuals seeking to improve their financial well-being.

The challenge

Before implementing a CRM, the company struggled with managing an ever-growing customer base and operational demands using basic tools like spreadsheets and email folders. The lack of a centralized communication system hampered collaboration and project management, leading to missed opportunities and higher marketing costs. Additionally, the absence of a systematic approach to tracking leads and managing customer interactions resulted in lost sales. Recognizing these issues, the company saw the urgent need for a CRM to centralize data, streamline communication, and improve operational efficiency.

The solution

In his search for the ideal CRM system, Oliver Wardle, Wardle Consultancy's IT Project Manager and Consultant, felt overwhelmed by the dozens of different options available. He was cautious and meticulous in his approach, knowing all too well the stories of CRM tools going over budget and taking too long to implement.

He encountered reviews that seemed biased or possibly paid for, so he continued his search diligently. He decided to focus on CRMs that offered free versions or trial periods, allowing him to test them first hand. This led him to Zoho CRM, eventually leading to Bigin, which is specifically designed for small to medium-sized businesses. Choosing a hands-on approach, Wardle tried out Bigin’s Premier plan, narrowing his choices down to a final shortlist of 10 potential systems.

Over several weeks, Oliver and his team assessed different CRM platforms based on specific requirements important for their business. They looked for features like comprehensive email templates, an efficient mode of customer communication, an easy-to-use interface for straightforward data entry and dispute handling, and the ability to access the system from anywhere via the cloud. After a detailed evaluation that lasted about four weeks, Bigin proved to be the best choice. It met their needs for an effective, scalable CRM that could support the company’s operations and future growth.

The company leverages Bigin to streamline their daily operations. They capture leads efficiently, nurture them through a structured Sales Pipeline, and automate repetitive tasks using Workflows. Bigin integrates seamlessly with their website, automatically populating customer data from Zoho Flow and Zoho Bookings. Visual indicators in Dashboards and Tags provide quick deal status updates. Built-in Telephony enhances communication and accountability with the help of call recording and call logs.

Benefits and ROI

Wardle and the team describes the benefits their company has seen since implementing Bigin in their own words.

• Lead conversion rates: "Our lead conversion rates have increased since adopting Bigin," they began. "The platform's intuitive features and streamlined processes have contributed to a more efficient lead management workflow."
• Sales cycle duration: "We've experienced a reduction in our average sales cycle duration," mentioned the team. "Bigin's automation capabilities have allowed us to expedite processes, leading to quicker deal closures."
• Customer retention: "Bigin's customer-centric approach has positively impacted our customer retention rates," they said. "We've observed an increase in customer satisfaction, leading to higher retention and loyalty."
• Pipeline visibility: "With Bigin's robust reporting and analytics tools, we've gained better visibility into our sales pipeline," Wardle noted. "This enhanced visibility has empowered our team to make data-driven decisions and prioritize high-value opportunities."
• Team collaboration: "Collaboration among our team members has improved significantly," boasted the team. "Bigin's collaborative features have streamlined communication and information sharing, leading to more cohesive and effective teamwork."

"Using Bigin has been a game-changer for us. Its intuitive interface, robust automation, and seamless integration with our work processes have significantly elevated our efficiency, fostering better customer relationships and strategic decision-making. It's a powerful tool that exceeded our expectations and positively impacted our overall business operations."

Oliver WardleIT Project Manager & Consultant, Wardle Consultancy

Looking forward

Wardle and the team is highly satisfied with Bigin and the broader Zoho ecosystem, utilizing nearly 13 applications to enhance their business operations. The team eagerly anticipates the updates and new features that Bigin continues to introduce and are committed to remaining a loyal Zoho customer.