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The Role of Case Management A Seamless Client Journey for B2B Companies: From Pre-Sales to Post-Sales

March 22, 2024

Danielle Wallis
Marketing Manager

In today's competitive landscape, business-to-business (B2B) companies are constantly tasked with refining their operations and elevating the level of service they provide to their clients. A critical aspect of achieving this balance is the effective management of the client journey, from the initial engagement in the sales pipeline to the delivery of services and beyond. Inventya, leveraging the capabilities of Zoho software, has created custom solutions that address this very challenge, ensuring a seamless, efficient, and profitable client management process.

Bridging the Gap with Case Management

The journey of a client within any business setup involves several touchpoints, starting with the lead generation and sales process managed through Customer Relationship Management (CRM) systems. However, the transition from a prospect to an actual client often marks a shift to more segmented and siloed operational processes. This is where the true complexity of client management begins - transitioning from onboarding to the delivery of services.

Inventya recognises the critical disconnect that businesses face once a sales contract is signed. Traditional CRM systems, while effective in managing pre-sales activities, fall short of offering the nuanced control and visibility needed for post-sale client engagement and service delivery. This gap not only poses a challenge in maintaining a consistent and cohesive client experience but also in tracking and managing the efficiency and profitability of service delivery.

Customised Solutions for Enhanced Client Management

In response to this challenge, Inventya has developed bespoke case management solutions that integrate seamlessly with Zoho CRM. This approach extends the utility of Zoho beyond the sales pipeline, offering full visibility and control over the entire client lifecycle. From the moment a service contract is signed, our case management system kicks in, providing detailed tracking of consultant assignments, project stages, statuses, deadlines, and company information. This level of detail ensures that every client project is managed with precision, accountability, and a focus on delivering value.

The use of advanced analytics within our custom case management solutions offers another layer of insight, enabling businesses to track profitability with greater accuracy. By analysing total revenue, costs, and profit margins - for example, a project generating £1500 in revenue against £750 in profit - our clients gain a clearer understanding of their operational efficiency and financial health. This not only informs strategic decision-making but also highlights areas for improvement in service delivery and resource allocation.

Digital Growth Ecosystem – Powered by Zoho:

At Inventya, we believe that the integration of digital solutions with business growth strategies is key to unlocking the potential of SMEs. Our unique position in the market stems from our dual expertise in Zoho development and business growth consulting. This combination allows us to offer SMEs a comprehensive package of services designed to synergise their digital infrastructure with their growth ambitions.

Let us help you redefine what’s possible for your business, ensuring a future where digital solutions and growth strategies work hand in hand to create unparalleled value for your clients and your enterprise. Find out more about our Digital Growth Ecosystem: Powered by Zoho, here: Zoho Partner (inventya.com) Start your journey with a free consultation, book here: Contact (inventya.com)

March 22, 2024
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