Online CRM for an Offline Agency

Overview

JK Advertising is an outdoor advertising agency specialising in Hoardings. As a legacy company in their sector, they stuck to processes that were implemented since their inception. As the business grew, so did the need for a unified system that could ensure consistency across hundreds of hoarding cites, vendors, and clients.

The initiative was focused on building a scalable system consisting of various AI agents and standardised pipelines, enabling all teams to produce a better, consistent result to maximise growth without the overheads. This CRM helped the company align communications, sales, and thus, outcome.

Challenge

The company's business process had become fragmented, most often resulting in a 'he said - she said' debate, with multiple teams resulting in inconsistent timelines and low client satisfaction. Clients of JK Advertising often encountered delayed resolutions and sub-par results, which impacted churn and stability of the business.

Additionally, maintaining the demand during festival seasons had become resource-heavy and often led to double bookings and refunds. On-ground and in-office teams were spending unnecessary time to rectify errors in high stake situations due to irregular communication.

Results

The new CRM system standardised processes—bridging the gap of previously using fragmented systems, reducing inconsistencies by 70%. The software was made to automate all aspects of internal processes (HR, Payroll management, onboarding, conflict resolution pipelines, and more), cutting admin time by 40% and conflict resolution by 72%.

With a scalable foundation in place, JK Advertising's team could focus more on high-leverage tasks. Client satisfaction scores improved by 20%, reflecting the smoother and more cohesive experience.