Case Study; Engagement on Behalf of a Local Finance Firm

The Challenge: With approximately 3,000 entries in their Customer Relationship Management (CRM) system, the firm recognised the need to reconnect with its lapsed clients. The goal was not only to regain these relationships but to do so while ensuring that their brand's integrity and exceptional service standards remained intact.

Our Approach: To better understand the firm's sales practices and organisational culture, Jessica conducted a series of in-depth meetings with key stakeholders. Through these discussions, she gained crucial insights into the firm's brand identity, core values, and operational dynamics. This groundwork facilitated the development of a tailored strategy aimed at re-engagement with dormant accounts.

Implementation: The agreed strategy involved dedicating 15-20 hours of work each week. This flexible arrangement allowed for consistent communication and updates with the client. Each week, David of Ebb Assist (with a solid background in sales and CRM management) initiated calls with lapsed clients, documenting the conversation history and updating contact information in their CRM system. This approach ensured a systematic and thorough process to revive dormant connections.

Every two weeks, time spent and the evidence of completed tasks were compiled into a detailed invoice, which included records of communication and updates made within the CRM.

Urgent matters or promising leads identified during this re-engagement process were promptly relayed via email to the firm's Business Development Manager for immediate action, ensuring that no opportunity was lost.

Results: Through strategic engagement and consistent follow-up, the finance firm has successfully re-established meaningful connections with numerous former clients. This proactive approach has not only revitalise dormant accounts but has also reinforced the firm’s reputation for dedication and excellent service.

Conclusion: The collaborative strategy developed with the local finance firm highlights the effectiveness of relationship management in maintaining a strong client base. By integrating flexibility with a structured approach, the firm was able to navigate expansion challenges while upholding its commitment to exceptional client relationships.