To make your client service 100% efficient, you need a project management platform with integrated e-mail. You need Wrike.
How a Small, Virtual Team Can Keep
18K+ Customers Satisfied
To make your client service 100% efficient, you need a project management platform with integrated e-mail. You need Wrike.
Listen to the full podcast interview
Challenge: to keep track of every single customer e-mail
If you are serving an 18K+ member base (members include both paid and free members) with limited team resources, such well-known communication challenges as overlooked e-mails or the black hole of the spam folder become extra acute. Each of these annoying blunders may occasionally cause customer frustration and the loss of a promising contract. "I can’t imagine relying only on e-mail in project management," says David Harper, the founder of Bionic Turtle, so he started his search for a proper project management app that would help him maintain the required level of accountability and efficiency.
Solution: integrate incoming e-mails into the project management process
Efficient processing of incoming e-mails and personalized, highly responsive service to a large and diverse audience is the key to Bionic Turtle’s success. It made the e-mail integration the main motivator for choosing Wrike. In David’s opinion, it’s impossible to fully enhance project management without integrating e-mail like Wrike does. Customer requests and tasks delegated to subcontractors come over to Wrike and become naturally integrated into the project management process. All these tasks that were previously scattered across e-mail inboxes are now logically organized in Wrike, where they can be easily tracked, discussed and managed. It results in increased accountability and productivity that allows the company to efficiently serve its 18,000 (and constantly growing) members.
- delivers rapid and affordable e-learning in the risk and finance management fields
- small core team operates virtually
- has served over 18,000 members since the company’s launch
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Time-saving with e-mail integration |
Crystal-clear progress overview with the Activity Stream |
Flexible way to organize tasks |
In a completely overstocked e-mail inbox, you can lose a lot of time every day searching for previous e-mails. Wrike has overcome this issue of hunting for the conversation thread. "You pull the task and view the Activity Stream and that’s a huge time saver," says David. |
Activity Stream gives the team a completely efficient and unintrusive way to know what’s going on with each other. "When I open my dashboard, the Activity Stream is the first thing I look at," says David. |
In terms of organizing tasks, there are basically two ways to go: you can organize everything in hierarchical folders, which are great for top-down control. Or you can use the flat system of tags, which is really flexible. In Wrike, both methods are combined. "You get the best of both worlds," says David. |
David Harper’s tips for choosing the right tools to manage projects and clients
Be open to new methods. |
Take time to explain the rules. |
Be patient. Don’t give up too early. |
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"If you are stuck in the mode of calling your clients on the phone, I’m going to move a lot faster than you. Now that Wrike has given us the Activity Stream, e-mail integration and flexibility of folders, it would just be a loss of productivity for me to go back to other methods. Wrike has changed the way that we work, for the better." |
"The stumbling block of efficient collaboration is very simple. It’s that I haven’t shown the people how to do the thing, and they haven’t taken the time to learn it. I insist that they get familiar with Wrike’s crucial features, such as e-mail integration" |
"It’s hard to understand the importance of some features until you start to use them because the real difference between tools is in details and usability. You have to learn the tool before you can say, ‘No, this doesn’t fit’. For example, I didn’t know how much I needed a backlog feature until I began to use it in Wrike." |
Manage your projects and clients efficiently.