SEO Intake Form to Client Dashboard
The Company
Our company was a leader in the enterprise marketing space, providing digital marketing solutions, including digital organic and paid search ranking services every month. However, the value of SEO is not always obvious, which means that the organic SEO fulfillment team has to spend a lot of time on tasks to prove the effectiveness of the service to clients.
Problem
The SEO team spent most of their time creating new client SEO content. However, they also had to create Excel reports with charts and Word documents to provide an overview of their tasks. These additional documents were necessary to demonstrate the value of our SEO service to our client via the client services team. Unfortunately, this manual reporting was separate from our existing client dashboard, which made it inconvenient for our clients to review documents in an email and then review their dashboard to get a complete picture of the marketing we provided.
Solution
To address this issue, I designed and led the development of an intake form on our internal CRM tool. This form allowed the SEO fulfillment users to select tasks they had completed efficiently through buttons and dropdowns, and they could add any special notes if needed. This information was then fed into our client dashboard, demonstrating the value of their SEO services. Additionally, the customer automatically received an email alert when the report was available on their dashboard.
The Bottom Line
This solution allowed fulfillment agents to take on 50% more clients, and the time spent on manual reporting tasks was reduced by 33%. Furthermore, clients had another incentive to stay with us as this data was now in their marketing dashboards.
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Project Management Process Outline
The Company
Our company was a leader in the enterprise marketing space, where we provided digital solutions and marketing that included website designs, paid search, Facebook Ads, and many other services. I successfully helped merge four marketing agencies across the United States and Canada for a department with 100+ employees.
The Department Needs
We faced many challenges as we consolidated the employees of each company into one group. One of the primary issues was the varying ways of doing similar marketing services for our clients (large companies, multi-location businesses, or franchises).
Problem
The merging of different groups came with its strengths and weaknesses, making onboarding new project managers disorganized and complicated. Different sales approaches and several CRM platforms only added to the complexity. This resulted in missed tasks, inconsistent payments, and a need for unique solutions for each client. This hurt our client confidence, and we missed >$30K per month of recurring revenue because of poor payment setups.
Turnover was very high in the first six months of my time in this role because of the disorganization and previous unsuccessful attempts at solving this issue. It was difficult to determine how to make implementations work due to different service names, CRMs, and price points. We lost 60% of our employees, including senior project managers, with tacit knowledge.
Solution
As a seasoned project manager who has undergone five unique onboarding processes and managed the implementation for hundreds of locations, I developed a new and improved project management process that streamlined every variation while considering all products and solutions across the various companies. This new project management program simplified training and follow-up with templates and outlines provided for each new project.
The streamlined variations included condensing the project management software from Smartsheets, Trello, and BaseCamp into Monday.com and JIRA. This saved us >$3K a month in license fees.Templates were created in Google Docs and Google Sheets. The outlines included Project Charters, Work Breakdown Structures, RACI Matrix, Risks Log, and Lessons Learned.
The Bottom Line
These solutions saved the company >100 hours per project cost and improved our turnaround time by >30%.
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