A one of the co-founders & investors of theHUB, Ric and the vH3 team worked closely to identify their strengths, weaknesses and opportunities to formulate an entirely new way to serve the growing customer base. Every process was redesigned and fully documented into a new process manual. A brand deep dive was facilitated to create a full brand elevation strategy and a set of brand guidelines. The digital infrastructure was rebuilt from the ground up and included:
- A new CRM and digital wallet membership pass system
- Reworking the coworking management platform, along with API integration for all other systems
- Migration of systems to Google Workplace
- Moving internal company communication to Slack, enabling system alerts, updates and sales performance data to be shared with the relevant teams
- Asana was implemented as a task management solution
- A fully paperless digital documentation solution was rolled out for all contracts, brochures and sales collateral
- Advance AI, adtech and attribution tools were installed to provide real time management data dashboards across every department
- The fundamentals of a new central database were installed in readiness for the next phase of growth, including the development of a custom mobile app
- Strong customer authentication requirements for payments and GDPR compliance were added
- An email marketing solution was rolled out and integrated to ensure a world class customer experience
- A fully automated sales pipeline was introduced; including auto scheduling for tours and inductions, lead qualification, membership application and contract creation
The above changes have given the business incredible analytics and KPI monitor capabilities, saving hundreds of man hours every month. The headcount has increased to twelve and the business is about to take off, paving the way for island wide infrastructure and growth.