680% increase in
sales-qualified leads
for Plungie
Plungie manufacture the world's fastest, easiest and highest-quality concrete plunge pools on the market.
With rapid growth throughout Australia, Plungie faced challenges in scaling and systemising their sales process and having a single view of the customer.
They lacked a structured digital data system and were operating out of numerous spreadsheets. This was resulting in errors and inefficiencies throughout the customer journey.
They were overwhelmed with around 80 phone and 100 website enquiries daily. Working with time-consuming customer requests, spreadsheets, multiple marketing platforms and no clear processes, they couldn’t keep up.Working with HubSpot software, we streamlined the way Plungie managed and tracked all dealings with customers.
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Initial discovery and scoping
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Solution and implementation
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Continuous improvement
We started our engagement with Plungie with a discovery phase, aiming to learn as much about their business and operations as possible.
We focussed on information gathering and analysis by having key stakeholders from Plungie fill out specific questionnaires and surveys that provided us with an understanding of their business operations at the time.
Key business spreadsheets were provided for review and analysis.
Once we had a more thorough understanding of their operational state of play, we proceeded with our qualitative discovery process through sales and marketing] workshops that explored and mapped out a potential future state for Plungie's operational systems.
We discovered a lot goes into the pre-production, production and build of their assets, from managing drawings through to manufacturing, delivery and future servicing and support, as well as dealership order management and client communications.
System solution
Plungie had multiple systems for marketing, but none were linked in with key spreadsheets used for placing orders and manufacturing. Our team implemented HubSpot’s software, replacing several platforms with one. We configured HubSpot’s business-to-business and business-to-consumer pipelines, giving staff clear access to all the information they needed and generating automatic emails for customers.
Customer focused
Working with one system helped Plungie become more consumer focused. We ran workshops to map out the journey customers commonly took through marketing, sales and operations. This helped develop clear marketing processes and improve data management, as well as the overall customer experience. Our team rolled out HubSpot software as a customised product to meet Plungie’s needs.
Freight fix
One of the most common enquiries involved freight fees. Plungie’s pools are competitively priced, but delivery and installation costs vary. To give rough quotes, staff were dealing with multiple freight companies. It was a slow process, which didn’t always result in a sale.
We found a better way. Freight companies provided us transport costs for eligible postcodes around Australia, which we used to create a new tool on Plungie’s website. It gives customers an instant quote, combing estimated freight costs with the pool model they’ve chosen and sends an automatic email with the details. This replaced several phone calls with a few clicks, significantly reducing the workload in the Plungie office.
Designed to grow
A new tool was just the start of a fresh face online for Plungie. The business needed to look as high end as its luxury products and so alongside their marketing team, we developed a new functional website. Our team built the site using a growth-driven design, so it could evolve as the business did.
Plungie’s product was in demand, but its marketing systems were outdated and holding back the business. We helped it grow, using digital know-how instead of more staff. Today it’s a more efficient operation, shipping pools around Australia, Canada and the United States.
A compliment after our own hearts; customer care and problem solving is what we’re about. The team here at Synx is cheering on Plungie as it dives into an ocean of opportunity, looking its Summer best.
“The Synx team were pivitol to the success of Plungie's operational expansion. Without their insight and expertise, we couldn't have scaled and grown as quickly as we have.”
680%
increase in customers wanting to talk to a salesperson
80%
drop in administration work, data entry and customer follow up
Optimised new system meant not having to hire new staff
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