Aviv Business Consulting assists small and medium-sized businesses with credit acquisition and business plan preparation. Additionally, the company provides business and strategic consulting services to various companies, organizations, and entities, including project management and budget control.

Every month, the company handles hundreds of business owners simultaneously.

Now, imagine this scenario: Every new client who submits an application and enters the workflow goes through about 15 different stages. At each stage, the client needs to be updated on the status of their case, reminded to send documents, and informed that everything is being monitored. Meanwhile, new clients are coming in, and it’s necessary to get back to them and ensure they are available. Sometimes messages are left, and if clients don’t call back, further attempts must be made to contact them and provide reminders.

Good communication with clients means keeping them informed at every stage, ensuring they know the status of their case, providing information in a simple and convenient manner, notifying them when they can’t be reached by phone, and allowing them to contact the company if they have questions or need clarification.

At smoove, we love helping our clients communicate effectively with their clients.

The Need

The sales team faced two main challenges:

1. New leads that required consistent contact throughout the engagement period, with updates at every stage of the process.

2. Lost leads that did not answer the initial phone call and were not reachable afterward. These were hundreds of leads coming in every month, and it was very challenging to follow up with all of them, provide status updates on requests, and send document reminders. Inevitably, some leads were missed, resulting in lost business opportunities.

The idea was to ease the burden on the team by automating the reminder process, reducing workload, and connecting clients to the entire process.

The Challenge

The main challenge was creating the initial process of communicating application statuses to clients.

Previously, at each stage, details were updated in the internal CRM system used by Aviv Business Consulting, called Zebracrm. Information was communicated to clients proactively by phone and sometimes in response to their inquiries.

Regular communication with clients (newsletters, general messages) was done through smoove, but there was no integration between the two systems. As a result, the updated details for each client were not automatically synchronized.

Due to the lack of defined integration and the fact that Zapier does not support Zebracrm, there was a need to develop direct integration between the systems.

The Solution

First Process: Consistent Contact with Existing Leads

Aviv invested in developing and programming direct integration between Zebracrm and smoove to allow automatic synchronization of all information and updates entered about clients in the organizational system, and to communicate these updates to clients via smoove.

In practice, after integrating the two systems, it was possible to build automations.

For each product, an automation was created. The primary basis of this automation is an update in the CRM system whenever a new lead enters the process.

From there, every update in the organizational system triggers a response in smoove, which checks the status entered in the CRM and sends an SMS to the client with all relevant information or reminders to send documents, etc.

Some SMS messages also include the option to contact the company for further questions or assistance via a link to a landing page with an embedded contact form.

Second Process: Handling Lost Leads

In this process, when someone cannot be reached, they are added directly to a dedicated mailing list and enter an automated process of receiving emails and SMS reminders. These messages include notifications allowing them to choose a convenient time for a callback, manager alerts to relevant representatives, and reminders on the day the call is scheduled.

This approach minimizes the number of lost leads and keeps them engaged continuously.

Client Feedback

Over the past five months, more than 1,800 clients have gone through the various automated processes at Aviv Business Consulting. This is a significant number.

We spoke with Omer Erlich, the company’s business development manager who initiated and oversaw the process, to see how it’s working for them and what changes they’ve observed since implementing the automations.

According to her, there is a clear increase in responsiveness when it comes to recovering lost leads. More people are leaving their details, responding to SMS messages, and returning calls, which brings back clients who might have been lost previously.

Regarding client communication, there is a sense that clients feel much more connected. Regardless of their status, they always know the relevant details, receive regular updates, and even if the process takes several months, they are always in the loop. This connection saves a lot of proactive phone calls.

What About Your Leads?

Are you able to maintain consistent contact with your leads? Do you follow up with all clients until you reach them? Are you ensuring that leads don’t get lost? If these challenges sound familiar, maybe your business needs to switch to automation.

Contact us; we’d be happy to help.

Discover the art of customer acquisition in modern marketing as we delve into various strategies and techniques. Join us in our upcoming article where we explore the diverse methods of attracting and converting leads.

If you’ve made your way here, chances are you’ve gained some experience in the business world, enough to understand the complexity of lead recruitment campaigns. It’s no secret that not every campaign succeeds, and even successful ones may not always deliver high-quality leads. Furthermore, not every quality lead guarantees a sale or a new customer. Throughout their careers, many business owners have faced disappointments from expensive campaigns that yielded minimal results, often due to the dishonesty of professionals involved. We recognize that this task can evoke strong emotions, and that’s completely understandable. With numerous advertising arenas and a plethora of data to consider in each campaign, achieving true accuracy can be challenging. Our purpose is to provide valuable tips and verified information in the hope of assisting you in making informed decisions.

Let’s start from the beginning: what is a Lead?

A lead refers to an individual who has shown interest in our product through various channels such as campaigns, exposure to our content, or other forms of communication. They willingly provide their contact details, including their name, phone number, and email, enabling us to establish further communication. In some instances, we may acquire additional information about the lead from the outset, enabling us to tailor the initial contact made by our sales team to better suit their preferences.

The quality of leads is an intriguing statistic that holds significant importance. Not every lead has the potential to convert into a customer, and achieving the ideal accuracy in lead conversion can be a complex endeavor. This is where the concept of Return on Investment (ROI) comes into play. Is it worthwhile to invest in acquiring every lead? The answer largely depends on the nature of your business, whether you provide services or sell products. If your business targets exclusive customers who are willing to pay a premium or stay loyal for extended periods, investing a substantial amount per lead may be justified. However, if your business relies on a large customer base, including occasional buyers (such as on an e-commerce platform), minimizing the cost per lead becomes crucial to maximize ROI. The benchmarks for lead investment differ across industries and between service-based and product-based businesses.

Another crucial factor to consider is the source of the lead, which is both significant and measurable. A lead originating directly from an interested individual who proactively provided their information on the website holds greater potential for quality. This type of lead represents a web user who actively conducted a search, arrived at the marketing website, and willingly transformed from an anonymous visitor into an identified lead. Similarly, leads generated from targeted campaigns may exhibit higher accuracy compared to purchasing generic lists of “leads” or other compilations of “potential customers” (which is a topic to explore in a separate article).

In today’s campaign interfaces, there are advanced segmentation options available that enhance accuracy. By segmenting target audiences, we can differentiate leads based on their behavior and source. For instance, a lead obtained through a customer signing up for a newsletter or to receive a specific product will exhibit different characteristics during a sales call compared to a lead generated through expressed interest following exposure to a campaign. It is crucial to measure the effectiveness of each lead source individually to determine the most impactful sources and allocate marketing resources accordingly. 

Now, let’s address the question of how to acquire these leads. 

How does a lead campaign work, in short?

Your website attracts potential leads, who are essentially internet users browsing through various platforms like campaigns, social networks, podcasts, and landing pages. When these individuals visit your website or other digital assets, they present an opportunity to capture their information by offering them something valuable in return. Surfers don’t readily provide their contact details without a compelling reason. This is where incentives come into play. Often, leads are enticed to share their information in exchange for benefits such as being contacted, receiving a discount coupon code, accessing a free guide, or obtaining a trial period for a product. At this point, they transition from being mere surfers to becoming leads – potential customers with whom you can engage and nurture a business relationship.

Now, we arrive at the pivotal step in the process – seizing the most crucial opportunity. When a surfer decides to share their contact information with you, it becomes paramount to make the most out of this interaction. It’s essential to keep in mind that there is no room for a second

chance when it comes to first impressions. The initial message the lead receives from you holds significant weight, as it shapes their perception of your brand and plays a pivotal role in whether the relationship progresses towards conversion as a customer or not.

Nurturing a personal relationship with these leads is crucial, and it can be achieved through the delivery of targeted and automated content such as newsletters, text messages, and reminders, based on the available data for each lead. By engaging in correct, consistent, and systematic efforts, you have the potential to convert a significant number of these leads into paying and active customers. In fact, with effective nurturing, you can cultivate a loyal customer base who will not only make repeat purchases but also become advocates for your brand, driving sustained business growth.

A lead campaign encompasses multiple components that operate at various stages.

Landing Page

The landing page serves as the designated web address where campaigns from across the web direct traffic. One key advantage of a landing page is its relative ease of creation, allowing for customization tailored to the specific content of each campaign. It proves to be a valuable asset for accumulating leads, even for small businesses that may not have a dedicated website. When creating a landing page, it is essential to present the essence of your product or service along with a clear and compelling call to action, prompting visitors to provide their details for follow-up. It’s advisable to have a single call to action on each landing page to avoid confusion. Tailor the form and its placement to encourage visitors to share their information. Remember that different visitors require varying amounts of information to make a decision. Therefore, consider placing the form in multiple locations on the page.

The system provides pre-designed templates for landing pages, organized by topics and

industries. You simply need to insert your content, publish the page, and start tracking the influx of leads. It streamlines the process, making lead generation more efficient and manageable.

Pop Up

If you have a substantial website that serves as the destination for all your leads, it is essential to implement pop-up notifications for each unique visitor, specifically targeting those who enter your website for the first time. Pop-ups, similar to landing pages, offer interested surfers the opportunity to leave their details and become leads. When setting up pop-ups, it’s important to define their timing and location within the surfer’s journey on your website. Consider them as a guest in your home – choose strategic points where they have acquired enough information about your product or service, as well as points where visitors tend to exit the site.
By strategically timing the appearance of the pop-up just before these key moments, you increase the likelihood of capturing their attention and obtaining their contact details.

Automated content

 Once you have obtained verified contact details, such as an email address and phone number, you can leverage this data to enhance the lead nurturing process and accelerate your sales promotion efforts. Automation plays a vital role in this regard, enabling you to strategically

plan the customer’s journey and the content they will receive from your end. With automation, you can dynamically update and personalize the content based on the lead’s behavior and the information you have about them. This level of automation empowers you to create a personalized experience for each lead, providing them with the immediate assurance that you are attentive to their needs and understand their requirements. By utilizing automation, you can

foster a sense of care and engagement throughout the lead’s journey, thereby increasing the chances of conversion and building a strong customer relationship. 

Furthermore, you have the flexibility to determine when to trigger an alert for a salesperson to contact the lead or when to seamlessly transition the lead to the purchasing stage on your website. However, it is crucial to recognize the power of customized and personalized content in achieving optimal results. That’s why it’s essential to gather additional information that can be relevant for tailoring your content effectively. This may include capturing details such as areas of interest, demographic information, personal preferences, and even understanding the lead’s buying cycles for products regularly purchased within specific periods, such as food products, cleaning supplies, or electrical appliances. 

Implementing measures to gather more data can prove fruitful. For instance, integrating a chatbot with new leads that poses relevant questions can help segment their interests. Monitoring newsletter clicks and encouraging lead participation in a customer club are additional effective strategies for gathering valuable information. By expanding your understanding of each lead, you can create highly targeted and personalized content that resonates with their specific

needs and preferences, enhancing the overall effectiveness of your lead nurturing efforts.

What are the practical steps to implement this automation process in practice?

Here’s an example of a fundamental automation process that can effectively welcome new customers, facilitate better acquaintance with your brand, and foster a connection through a compelling value proposition:

1. Define a Trigger – Joining the List: When new customers join your customer list through various platforms like landing pages, forms, or purchases, they enter this stage of the automation process. 
2. Action – Sending an Email: Automatically send a first email to everyone who joins the customer list. This email will provide intriguing details about your brand, product/service, relevant links to valuable information, and helpful tips in their field of interest. 
3. Action – Waiting: Set a designated waiting period before the next email in the series is sent. This allows time for the customer to engage with the initial email and ensures a well-paced approach. 
4. Action – Sending an Email: After the defined waiting period, send another email as a gentle reminder of your presence. This email can include another interesting tip, a relatable customer story, or inspirational content that resonates with them. 
5. Action – Waiting: Set another waiting period to allow customers to absorb the content and engage with your brand before receiving the next email in the series. 
6. Action – Sending an Email: Send the next email in the series, which focuses on deepening the acquaintance and providing further value. This can include an engaging article, an important tip, a special purchase offer, or exclusive benefits tailored specifically for new customers.

The core concept of this process is to enhance the customers’ decision to choose your brand by providing genuine and personalized value based on the information you have. This approach demonstrates your understanding of their needs and fosters loyalty to both the brand and you as an individual.
By consistently delivering valuable content and offers through the email series, you can deepen the relationship with your customers. Additionally, including benefits and exclusive offers in strategic points of the series encourages additional purchases, maximizing revenue from existing and loyal customers.

This ongoing communication and customer-centric approach solidify the bond between your brand and customers, fostering long-term loyalty and continued engagement. It showcases your commitment to meeting their needs and ensures that they see you as a trusted partner throughout their journey with your brand.

In conclusion

Recruiting new leads may seem like a daunting task, but it’s entirely achievable with the help of automation systems like the one offered by smoove. Our automation system empowers you to automate various processes, freeing up your time to focus on enhancing your content and tailoring campaigns to specific target audiences using real data. By implementing a streamlined and efficient work process, you can achieve remarkable results. When we say “excellent,” we mean experiencing conversion rate increases ranging from 9% to an impressive 67% for new leads.

These substantial improvements in conversion rates can have a significant impact on your business’s growth and success. With smoove’s automation system, you have the tools and capabilities to optimize your lead recruitment efforts, allowing you to scale your customer base and achieve exceptional results. Don’t miss out on the opportunity to unlock the full potential of your marketing campaigns and see your business thrive.

 Measuring your conversion ratio is an essential step in evaluating the effectiveness of your lead recruitment efforts. To calculate it, you divide the number of new customers you acquired in a given month by the number of leads you received during that same month. 

For instance, let’s consider the following scenario:

• New customers who made a purchase this month: 35
• New leads that arrived this month: 110 

To determine your conversion ratio, you would calculate it as follows: Conversion ratio = (35/110) * 100 = 31.8%

This means that your conversion ratio for this month is 31.8%. It indicates that approximately 31.8% of the leads you received successfully converted into paying customers.

However, it’s important to note that your focus shouldn’t solely be on acquiring new customers. Maintaining a connection with your existing customers is equally crucial. By nurturing relationships and staying in touch with them, you can foster customer loyalty and drive repeat business.
Remember, your existing customers have already demonstrated their interest and trust in your brand. Engaging with them through personalized communication, exclusive offers, and exceptional customer service will help ensure their continued satisfaction and long-term loyalty.