Restore Records Management – Trustpilot/Freshdesk Integration
Solution: Maximizer CRM with Codeless Platform’s BPA
Over a period of time Restore Records Management had seen a drop off in the number of Trustpilot reviews. There was a very time-consuming and manual process in place for sending requests to customers to leave a review on Trustpilot, sharing their recent experience with Restore Records Management’s Customer Services team. The process took approximately a day a month for someone to collate all interactions recorded on the company’s Freshdesk support management system, and then send Trustpilot review invitations. With over 6,000 customers it should be relatively easy to ask customers for reviews and look to increase the volume. But dealing with lots of systems that did not talk to each other made it very cumbersome. The business needed to automate!
What was the challenge in your business?
The company needed to increase the number of reviews on Trustpilot and have a steady stream ready to keep the platform fresh. The reviews help the team win new business through trusted customer reviews and keeps the website fresh and up to date. The time taken to achieve this was out of proportion in time scales to the benefits, there had to be a way it could be done more efficiently.
The Avrion Response
One of the benefits of working with Avrion is once the challenge facing the customer’s company is shared and the goal needed to achieve is established, they work out the rest. Jon Wilkins and his team come back with a number of ways to resolve the issue and recommend the best way forward, bearing in mind both time and cost. Working to understand the company and the challenge is one of Avrion’s strengths.
Working Together
Partnering with Avrion means the technical aspect of the challenge is removed. Jon and the team liaised with Restore Records Management’s internal IT team to brief them and get feedback on the best approach. Not only did Avrion’s technical team use the existing structure with the CRM solution at the centre and link it with the Trustpilot interface, they also met the deadline. The bonus was at the end of the project Avrion came back to Restore Records Management to say they had not used all the time allocated so the project was under budget. Not many companies do this!
The Results
The value in real terms is saving one day a month of staff time and, in terms of efficiency, Restore Records Management is timelier in asking customers for feedback. The data from Trustpilot is used in investor communication and within the marketing team. It’s something competitors don’t actively use and this is fed back from new prospects doing their research. After all, people buy from people. In a digital world filled with seemingly endless options, a customer review could be the deciding factor that pushes a potential consumer to purchase, rather than choosing another brand offering a similar service.
