Brian Casel — "How I Designed Our (High-Touch) Sales & Onboarding to Run Without Me"


(This article is part of the MicroConf 2015 Recap. Want to explore more talks from the event? Go back to the Recap Hub)

Main Concept

Designing a high-touch sales and onboarding process — that runs without intervention

Talk Recap

Background

  • Co-host Bootstrapped Web
  • Runs Restaurant Engine (SaaS / Productized)
  • Productize

Traffic → Sales

  • Goal: Run without his daily intervention
  • Run on auto-pilot
  • Runs in the background, becomes a sellable asset

Start of Business

  • Originally, running consultation calls, answering questions, hustling through the business
  • But now, automated

Consultation

  • 25-minute video demo of the experience
  • Educate customers as much as we can before we get on a phone call together
  • Did 1-2 years of consultation calls before doing a video demo
  • Qualified as much as possible before they get into a consultation
  • Also offer a form to request a free consultation

CRM

  • Moved automatically into Trello from the consultation form (using Zapier)
  • Sales person follows up with them after they arrive in Trello

Followup

  • Using email (GetDrip) to follow up with them
  • Using Marketing Automation (tailored off of intake form) to drip them relevant content

Onboarding

  • Customer signs up, then we get a ping on the phone
  • Internal Slack chat team gets ping’d (via ZapierSlack) to

Your Action Items

  1. http://casjam.com/microconf

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Recommended Resources

  1. Gravity Forms
  2. Google Docs
  3. Skype
  4. Trello
  5. Zapier
  6. HelpScout
  7. Drip
  8. Slack

Links to Speaker’s Websites

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(This article is part of the MicroConf 2015 Recap. Want to explore more talks from the event? Go back to the Recap Hub)