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Building a Feedback Culture With Your Clients
Wednesday, 2nd Oct | 10:00am (EST)
West Yorkshire, UK
West Yorkshire, UK
Endless email threads, hundreds of back-and-forth emails every day – so much talking, with not enough doing.
Before Atarim, Daniel would usually start his day by going through emails.
It wasn’t that time-consuming in the beginning, when he was just working with a very small client base – as little as half an hour was enough.
However, as he scaled his company, it got to the point where he’d still start his day by going through emails – and would only finish at 10:30 PM, at which point he already had yet more emails requiring his attention, so it was essentially an infinite process.
He tried categorizing emails, using tagging systems, but nothing worked…
“There has been an overdependence on me from Proactive Code.”
This is not uncommon among web design agency owners. But, as time went on and his agency gained more and more clients, he felt he was becoming a serious bottleneck.
Fortunately, by implementing Atarim, he managed to pull himself out of the day-to-day business. He can now get clients to submit their own tickets, and have his team handle requests on their own without him getting involved (unless really necessary).
To keep up with his emails/tickets, Daniel would create a spreadsheet.
This spreadsheet was solely for internal use. He’d manually paste in tickets/emails, categorize them, and decide in which order he’d have to work through them.
Yet, the amount of work was growing at an infinite rate, so he was looking for a more sustainable system.
Specifically, he was looking for a system that would also automatically email a client to let them know when a ticket had been completed, as this was something really unnecessary that just needed to be taken off his plate.
When he came across Atarim, he was really impressed.
The fact that Atarim allowed clients to create the tickets themselves, saving him 1 – 2 hours a day per client, was just incredible.
He still tried to get his custom spreadsheet to work, since he had spent so much time creating it. But eventually he realized that every time he would onboard a new team member, he’d also have to explain how his system works.
He quickly realized that Atarim made it a lot easier for new team members to acclimate to working as a part of his agency’s team, and required much less training – which was another huge benefit.
“Atarim saves us at least £500 GBP per week only taking into consideration my time. Calculating the ROI beyond that isn’t even worth doing anymore, it’s so clear to see…”
After spending ages trying to figure out how other ticketing systems work, Daniel found that none of them come close to how easy & intuitive Atarim makes it for clients to create tickets and give feedback.
Daniel’s #1 advice for other web design agency owners out there is not to try to do what he did and use emails or spreadsheets to manage a growing number of clients and requests. While it might feel like it’s working initially, the moment you start growing – you just won’t be able to scale.
He regrets not having Atarim in place sooner, because not being prepared to scale actually cost his agency money and stress – which nobody needs.
