- After using Pipedrive and Autopilot, Intrnz’s annual turnover went from $400,000 to $1,000,000
- Intrnz quadrupled their inbound leads within eight months of using Pipedrive and Autopilot
Intrnz provides short-term housing for students doing summer internships in New York City. Their team of ten manages over 500 beds a year, with plans to expand to other major cities in the U.S. by 2020.
Salespeople make up half of the Intrnz team. Three of the five members of the sales team are reps, while the other two work exclusively with software automations to streamline and scale their sales process. Matt Doyle, Intrnz’s Chief Operating Officer, manages every operational aspect of the business, including sales activities.
To optimize operations and give his growing team the tools they need to perform at their best, Matt turned to real estate CRM Pipedrive and Autopilot to help automate their sales process. The key to their success, according to Matt, is visualizing their customer journey and using tools that salespeople want to use.
The problem Intrnz faced
Intrnz received a large volume of inquiries from a range of channels from emails to phone calls, which became tough to manage without the helping hand of a customer management tool.
At first, after realizing that their team needed to get their communications organized, Matt turned to Netsuite: a complex Enterprise Resource Planning (ERP) tool that manages business processes from financials to customer relationship management.
In addition to the sheer amount of inbound communications, each prospect came with several contact points. Because Intrnz provides housing for student interns, the sales team often communicated with the student as well as the university, employer, and even relatives to get the process moving.
But instead of simplifying things, Netsuite introduced new complications. While struggling with the overwhelming number of Netsuite features, Matt realized that there had to be a simpler way to introduce sales and marketing automation to Intrnz.
Large ERPs, particularly for a small team, are often too clunky and complex for salespeople to adopt. It also came with high development costs that, in Intrnz’s case, exceeded the benefits. At first, the team considered creating one in-house, but that would also require a significantly higher investment than shopping for existing software.
In the search for solutions on the market, marketing automation tools like Hubspot and Active Campaign were the first contenders. But after careful review, Matt realized that what his team really needed was a clear overview of their sales and customer journey, as well as marketing automation options.
Matt finally turned to the Upwork community with an ad describing, in detail, the software and automation features that he and his team were looking for. Two separate automation experts approached him to say that a Pipedrive and Autopilot integration was the perfect solution, and the Intrnz team never looked back.
The solution they found
Crafting automating communications throughout the sales process that don’t sound robotic is a challenging task that Pipedrive and Autopilot are designed to handle.
The Intrnz sales team was overwhelmed by manual communications and data overload. General information queries would keep them occupied while opportunities passed by. But with the help of Autopilot journeys and Pipedrive workflow automations, they had a lot more time to focus on scaling.
“Using Pipedrive and Autopilot made it possible to handle an exponential amount of work, and we were able to handle four times the amount of inbound business with the same human resources.”
Autopilot was built to nurture and capture leads with personalized communications. It integrates seamlessly with Pipedrive, allowing you to trigger communication flows called journeys depending on the pipeline stage or activity completed. In short, it was the end-to-end marketing automation tool Intrnz was looking for.
“There are a lot of CRMs in the same price range as Pipedrive, but none that offer this level of deep integration with an MA tool. You would usually have to pay double. Also, we struggle with the fact that all-encompassing MA tools tend to come with terrible CRMs, so using Pipedrive and Autopilot allows us to get the best of both worlds without paying tons of money for it.”
Automated emails with a personal touch
Together, Pipedrive and Autopilot help the Intrnz sales team automate touchpoints that give prospects the impression that they are in contact with a human. Customizations from email addresses to signatures give otherwise generic responses to standard queries that all-important personal touch.
Now they have their journeys set up, the Intrnz sales team uses email tracking to detect if an automated email was opened or clicked within ten days of being sent. They are able to focus their attention on warm leads instead of blindly following up and spending valuable time chasing dead ends. This translated into four times the number of leads pursued and a 250% increase in annual turnover.
Workflow automations that simplify onboarding
Beyond email tracking features and templates, the Intrnz team also uses workflow automations in Pipedrive to streamline interactions in later stages of the sales process.
As a part of the booking process, students need to complete lengthy registration forms as well as make deposits to secure their rooms. Intrnz uses workflow automations to trigger email reminders and notifications to stay connected throughout the process and keep things running smoothly.
Payments, registration forms and multiple contact points mean that every deal comes with a lot of information, beyond the standard name and number. Intrnz uses custom fields in Pipedrive to keep all that data in one place, making it easy to access for everyone in the team.
Understand your needs before spending on solutions
One of the biggest takeaways from Matt’s search for the right CRM and MA combo is to take your time. Understanding the customer journey before looking for software that promises optimization makes it easier to find exactly what you’re looking for.
“It’s really important to understand the difference between marketing and sales automation before deciding on a scaling tool. If we’d have spent more time thinking and planning out the customer journey we would have found this ideal combo more quickly.”
There are a lot of products on the market that offer marketing automation, sales management tools, and other fancy features that promise results. Making the right choice is less about trying every product and more about understanding the unique problems your team faces.
Moreover, sales and marketing automation tools don’t need to come with eye-watering costs or months of onboarding. Flexible tools like Pipedrive make it possible to plug in the tools you need when you need them and cut out the unnecessary features that bog you down.
Simple software for complex sales
Intrnz needed an easy-to-use sales management tool that paired well with a marketing automation system. Pipedrive is a customizable platform that gives them two solutions in one at a reasonable cost.
“Pipedrive is the only solution we found that is able to manage a complex sales and marketing workflow at a price that makes sense for the average business.”
Used by over 85,000 companies in industries from real estate to space travel, Pipedrive makes salespeople unstoppable. Test out all its features and third-party integrations for free in a 14-day free trial to see how.