Nine years ago, Earcandy Founder and Director Ben Rogers was working in the music industry and noticed a disconnect between the quality of the live acts he was seeing personally at weddings and events compared to the talent he knew was out there. This inspired him to create Earcandy to provide tried and tested spectacular entertainment for all manner of events throughout the UK.
Starting out with a couple of bands on the books, all leads were managed manually using spreadsheets. As the business gained momentum, they tried their first CRM system before identifying the need for a better solution that could help them automate mundane, repetitive tasks and focus on the customer experience.
When the team receives a call from a customer, they need quick access to all previous communication with them to familiarise themselves with the details of their event. Prior to using FLG, they weren’t able to do this effectively, and Ben wanted to give his team the tools they needed to build relationships and deliver a seamless service, no matter who picks up the phone.
In 2011, Earcandy came onboard as an FLG customer and we helped them set up the platform around their existing processes. When a new lead comes in, an automated workflow notifies the team and somebody gets in touch right away, demonstrating that they’re responsive and genuinely care about assisting the customer – a level of service that larger, impersonal agencies aren’t able to match.
The team also use workflows to put new ideas in place by connecting to external apps using our webhook and API integrations. For example, they’ve come up with a way to make a cheering noise sound in the office whenever a sale is made, and they’ve automated a task to periodically remind their pool of artists to check and update their contact details.
By automating tasks that don’t add value to the customer experience, users are freed up to gain a real understanding of the customer’s requirements and build a relationship by engaging with them in a personal way.