Integrating Existing Platforms for Significant Cost Savings
How SowLabs implemented seamless tech integrations to redesign a struggling delivery system
Jason Drees Coaching (JDC) is an international performance coaching company whose primary focus is client interaction and engagement. One of the features JDC clients receive is the ability to access recordings of their one-on-one coaching sessions to revisit whenever they want. During a period of accelerated growth the JDC administrative team found that their process could not keep up with their internal expectations of client services. The process in place for delivering coaching session call recordings was very error-prone and required a lot of manual work from the team.
In addition to not having a seamless process for delivering call recordings, the onboarding process was problematic, also requiring a lot of manual labor for new client call account setup. Basically, at the time of Nourish & Sow assessing the issue, JDC clients were paying for a service that was being delivered in an inefficient and inconsistent way. JDC turned to Nourish & Sow’s technology division, SowLabs, to help deliver on their client services and maintain the standard of excellence JDC and its clients expect.
Challenges
- Clients weren’t able to access the product they were paying for immediately and/or seamlessly
- The partially automated processes that were in place to alleviate some staff hours and provide consistency to clients weren't working properly
- Insufficient tech infrastructure required manual intervention to fix, which disrupted staff workflow and unnecessarily wasted valuable time
- Onboarding procedure was overcomplicated and labor intensive
SOLUTIONS
- Identify and integrate with the call service platform RingCentral
- Set up a more streamlined system for delivering call recordings using DropBox
- Build a simple and reliable bridge (integration) to connect two existing platforms
- Create a more seamless delivery and onboarding process, to enable a smoother client experience
Results
- Within weeks, delivery and access issues were resolved and clients began receiving full access to recorded coaching sessions
- 2 staff hours per business day liberated instantly
- Over 8,600 call recordings successfully delivered since May 2021 through Aug. 2023
- More than 1,125 manual hours saved since May 2021, equivalent to $37,000 in cost savings for the business
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Is your company experiencing or anticipating a similar issue? Book a call today to learn how Nourish & Sow can help you maintain and improve client experience by integrating existing platforms and implementing effective tech solutions in your business.
