PopUp-House is an innovative residential construction research and design firm that specializes in designs that minimize household energy costs. PopUp-House has invented a patented passive construction technique that delivers outstanding thermal insulation at an affordable cost. Since showcasing its first prototype house in 2013, PopUp-House has created a sustained buzz and received a flood of inquiries.
When PopUp-House added its first contact form on its website, it was flooded with inquiries and was barely able to keep up. On average, PopUp-House received about 50 submissions per day from home buyers, builders, property developers, architects, designers, engineers, and material suppliers. With only a small team to triage those submissions, the process of reviewing each request and assigning it to sales associates in local regions consumed time from other critical work areas. Additionally, a few requests would inevitably slip through the cracks resulting in lost leads. This inefficiency in handling contact requests prompted PopUp-House to search for a CRM system that allowed it to capture, organize, and prioritize requests and customer information, while streamlining customer management and collaboration.
“Vtiger CRM has simplified PopUp-House’s entire sales process starting from lead capture to close of sale” says Jacqueline Boina, the CRM Manager at PopUp-House. PopUp-House evaluated several CRM solutions including Salesforce before selecting Vtiger. However, PopUp-House found those CRM systems very complicated. Salesforce CRM was not customizable to PopUp-House’s business needs and the price was too high. With Vtiger’s flexibility and ease of use, the PopUp-House team could implement a CRM system to serve all business needs.
PopUp-House uses Vtiger’s webforms to capture leads from their website. When a website visitor submits a form, Vtiger automatically creates a contact record with the information submitted on the form. An added benefit to Vtiger’s webforms is that it enabled PopUp-House to further prep those leads to engage with sales. “When our company expanded with customers across Europe, we wanted to have dedicated sales associate for every region. We use Vtiger’s workflows to automatically segregate leads based on locality and instantly assigned to sales associates in charge of a particular region.”
To help get leads to the right salesperson, PopUp-House uses two key webform fields – Country and Zip code. Depending on the value submitted in these two fields, contacts are automatically assigned to a sales associate. “We have a workflow that checks for value in country and zip code fields to assign contacts to sales associates. If the country is France and the postal code starts with 13, then it’s the Alpes-Azur region and I will receive an email notification with the lead information to follow up. If the country is France and postal code begins with 75, then it’s the Paris region and one of my colleagues will be notified to follow up with that lead” says Jacqueline. “This process of assigning contacts to associates not only saves time but also keeps associates accountable for their contacts. At any point of time sales managers can see which sales associate is working on which contact.”
Not all leads are sales ready, so PopUp-House wanted to set up an efficient way to respond to leads with different priorities. “A few leads come with just an enquiry and a few others have the ideal plot and construction plan” says Jacqueline. Based on the priority of the lead, Vtiger sends different automated emails to sales associates and leads. “We have configured the pick list values of lead status to indicate the stage of completion of the construction project. If the status is set to No Plot , then it means that the lead does not have the plot for construction. An automated email is sent to the lead explaining why having a plot is a prerequisite for a building construction project. This automated email saves us time and helps us focus on completing high priority tasks.”
PopUp-House has configured email alerts for alerting sales associates on qualified leads. “If the lead status is set as Project Qualification , then it means that the lead satisfies all our prerequisites and is therefore our highest priority. In such a case, the sales associate receives an email alert and she contacts the lead quickly.”
PopUp-House’s customers and service providers are spread across different locations in Europe. PopUp-House uses Vtiger’s Geo Tool extension to see a contact’s location on map and connect them with the nearest service providers. “Once our sales associates analyse the requirements of the lead, he or she is put them in touch with the nearest architects and builders. Vtiger’s geo-tool extension helps us identify the builders and architects nearest to the leads. The exact location is important to us as our clients need to be close to the professionals who will be in charge of their future projects,” says Jacqueline.
“During the entire sales process, our team members turn to Vtiger to communicate with each other about the progress of a project, make notes, and follow-up with contacts”,says the Jacqueline. While email notifications always alert team members on record updates, Vtiger’s @mentions have made internal communication both simple and quick. “Our team members use @Mentions extensively everyday. When my colleague is busy and I take her call, I make a note and @mention her for follow-up. Our sales team members use @mentions to share lead, contact, and organization information. Our design team members and logistic team members use @metions to collaborate and share project information regularly. @mention has become an indispensable collaboration tool replacing emails”