It’s been a busy few months at NetHunt HQ. Beyond enjoying the last rays of Summer, the first blows of Autumn, and providing the best damn CRM service available on the market, we also launched CRM Lab - your one-stop shop for absolutely everything CRM related. As part of that launch, we dreamt up a brand new concept called CRM Talks.

CRM Talks is a video, podcast, and blog series where we sit down with big brains from all corners of the business world. We want to get to the bottom of why they use CRM, how it helps them, any tips or advice they might have about specific feature implementation, and where they think the world of CRM is heading in the future.

In the first episode of CRM Talks, Anna Pozniak sat down with our good friends Epom. Vitalii Osadchyi is a sales specialist, and he tells us how he manages Epom’s growing sales operations in CRM. He gave us a peep into the world of CRM sales management, told us how he automates pre-sales and post-sales processes, and spoke about exciting automation workflows he’s got in the pipeline.

What is Epom?

Epom is a SaaS company providing ad server technology. It’s a tool that helps its users to manage multi-channel ad campaigns under one tab. Epom users can buy and sell traffic automatically, connect publishers to advertisers, and easily manage multi-screen ad campaigns across desktop, mobile, in-app, and video online advertising. Check out Epom !

If you’ve got time, watch the full video version of our chat with Vitalii. If you’re from an older school , stick the kettle on, make a cup of your preferred hot drink, and take in our chat in all its glorious, written form.👇

When you joined Epom, they were already using CRM. Have you ever worked at a company where CRM wasn’t at the heart of their sales operations?

Yeah, in the past I worked for a few smaller companies that ran their sales operations through spreadsheets. It was messy! Sure, we could connect them to the cloud and sync all the different staff and data that you’re working with - but not everybody used it properly. That meant that the data was out of date or users got missed because they never entered the database. Yeah... it was a mess.

I totally hear that; I’ve been in that situation! So, what do you see as the main benefits of CRM?

CRM puts us at an advantage. Our CRM - which is NetHunt CRM by the way - is super convenient because I can see all the information I need, instantly. As a salesperson, client context is super important to me. As soon as I click on the deal I can see the whole history of what’s happened in the deal, their personal data, what everybody in our company has said to that particular lead, and more! In fact, if I need to see a client, a contact, or a sales process, I simply click on it in the CRM dashboard. It’s super convenient. Oh, and then there’s automation…

Yes, automation! To what extent are your business processes automated?

Well if I were to put a number on it, I’d say about 80% of our processes are automated. Not all the information or processes can be automated in a business - some of them need to be manual; the personal processes. Take a look at my workflow for message sequences, for example. Sure, it’s automatic in that the messages send themselves. But if I receive a reply, I should take matters into my own hands. I need to follow up and reply to that sender myself - they need the personal touch to close the deal.

Yeah. Especially with high-priority deals, I agree that we should manage them manually. We need personalisation; the human touch. We can also automate it with macros in CRM. But still, machines can’t replace people in the sales process, just help them.

Anyway, automation wouldn’t be much good without clean and reliable data. You guys use web forms, right? They should help you achieve cleaner data.

You’re right. Our marketing team uses web forms to generate leads on our website. All the information they capture there is sent straight to and preserved in our CRM system. For me in the sales department, it’s important to know at least the client’s name and email address. In our registration web form for example, potential leads can simply answer the questions we ask in there and I, as a salesperson, have a better idea of what they need. We offer a lot of different services, and the sooner we know what the client is after the better and sooner we can make the offer.

Interesting. Web forms can be used in so many different ways. In fact, we’ve got an article which features web form inspiration, ideas, and templates!

Anyway, you mentioned a pre-sales workflow. Do you use any post-sales workflow to help retain customers? We understand it’s important, we’re a SaaS business ourselves.

Actually we don’t have that workflow yet. I’m currently designing one, thinking about how we can make it perfect and send it live. We need it. We often win clients and they have a go at our free trial for two weeks. That’s great. The problem comes when I forget to follow up on their set up. Our post-sales automatic workflow would probably consist of a first message containing login details to our ad server, a second message asking if they need help, and a third when the trial is over and we need to ask whether they plan on continuing their subscription with us.

How to Automate a Post-Sale Push
If you combine the machine work with human interaction effectively, you can enjoy an increase in your customer satisfaction and, therefore, retain more customers!

Yep, I’d recommend that post-sale workflow for any SaaS business. Customer retention is key! Speaking of which, I believe, after Covid-19, that we’re entering the next period of customer-centricity. Do you think a business could survive in the modern era, maintaining lasting relationships without a CRM system?

I agree that customer-centricity is more important than ever. I guess if we’re talking about spreadsheets, it might fit a small business like the ones with ten clients. If you don’t need to update the information weekly or monthly, maybe a spreadsheet would be okay. But if you have a lot of clients - as you should be aiming for - with many constantly changing values, needing to follow everything up with your business, then of course there is a strong necessity for CRM.

Vitalii, I know you’re busy! It’s the business high season and I won’t take any more of your time. My final question is, do you have anything you’d like to ask our next CRM Talks guest?

Sure. My question is whether they would recommend NetHunt CRM to their business peers?

Obviously a great question. Let’s hope they’re a NetHunt CRM user! Thanks again Vitalii, it’s been great!

Thanks, stay in touch!

We’d like to extend a huge thanks to Vitalii and Epom for taking the time out of their busy day to have this chat with us. We love hearing how CRM users take advantage of a powerful technology to attain business growth - it doesn’t matter whether they’re NetHunt users or not.

If you want to watch or listen to our full, uncut chat with Vitalii from Epom, hit the link the suits you. Finally, if you’ve got good CRM chat and would like to feature in an episode of CRM Talks, get in touch! We’d love to hear from you, whether you’re a NetHunt CRM user or not.

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