Background
Mind and Metrics is a full-service digital growth agency that helps companies improve revenue operations. When seeking a phone system for HubSpot on behalf of clients, founder Lica Wouters partnered with Aloware and saw notable, productivity-boosting results.
The challenge
Prior to integrating Aloware, Mind and Metrics clients faced several challenges:
- Difficult task switching: Reps often struggled with toggling between different tabs and programs to complete routine tasks.
- Limited messaging capabilities: Other contact center solutions did not offer robust bulk SMS options, which are critical for time-sensitive B2C communications.
- Complicated user experience: Competitor platforms lacked an intuitive interface, complicating workflows and creating user frustration.
The solution
According to Wouters, the following features made Aloware stand out in her partner search and ultimately beat the competition:
- Easy user interface: Wouters appreciated Aloware’s superior UI compared to previous competitors, making it easier for the team to navigate and utilize the platform.
- Seamless HubSpot integration: Aloware’s HubSpot integration allows sales reps to make calls directly from the platform, significantly reducing task switching and enhancing workflow efficiency.
- Robust bulk messaging: Aloware’s bulk SMS capabilities enable quick outreach, allowing businesses to inform customers about urgent matters, such as store closures due to weather.
- SMS trigger automation: Through HubSpot integration workflows, Aloware allows Mind and Metrics clients to automate bulk SMS responses and optimize speed to lead.
“I was with another competitor and someone [said]…’hey, check out Aloware, their UI is much better,’ so I did and they were right,” Wouter says. “I love the fact that Aloware is easily accessible within the HubSpot platform.”
The results
After partnering with Aloware, Wouters says her clients continue to benefit from the following results:
- Increased efficiency: Reps work more productively without the need to switch between systems, resulting in faster response times and more connections.
- Streamlined customer communication: Aloware’s bulk SMS feature simplified communication, helping brick-and-mortar businesses keep their customers informed of important operating updates.
- Improved response rates. Adding media to bulk SMS sends improves campaign engagement and responses.
As Wouters puts it, “[Aloware] allows media to be embedded as well, which is a small subtlety that’s often ignored but makes a huge difference in responses.”
Conclusion
By choosing Aloware as their contact center solution, Mind and Metrics effectively addressed critical challenges related to task switching, bulk SMS capabilities, and user experience. This partnership has proven vital in maintaining an optimized approach to client engagement.
