Impressive Relations

Impressive Relations is a Swedish full-service company specializing in sales and events. In the midst of creating an overview of their structure in 2020, they found a need to replace the appointment scheduling department's dialer solution.

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"Our department has developed significantly since switching to Adversus"

Filip Lellky
COO
Impressive Relations

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Impressive Relations primarily helps B2C companies increase sales through new strategic setups in direct sales and marketing. In November 2019, the company decided to create a new department as an add-on to their services: An appointment scheduling department. Suddenly, the need for a dialer solution arose.

 

We have spoken to Filip Lellky, COO at Impressive Relations, to hear about the importance of having the right dialing tool and how switching to Adversus was crucial in helping the company streamline their outbound activities, including integrating external calendars and automating processes.

"My role is COO. I'm in charge of making things happen and ensuring quality in what we deliver to our customers. I started the company with three of my friends ten years ago," Filip Lellky begins.

In late 2019, Impressive Relations expanded the business and began offering appointment scheduling to customers as a natural addition to the company's full-service scope. Through appointment scheduling, the company could grow the business by taking their customers' outbound activities off their hands. But Impressive Relations quickly realized that a new department equaled new needs.

"At the beginning, we needed a dialer and a functioning system to make this department work. After the start-up phase that lasted about three months, we started to use LeadDesk," Filip Lellky continues.

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Acknowledging change

Six months after the initial start-up with the new department, Filip Lellky and his team commenced a massive overview of the structure. The overview made it clear that the department's workflow wasn't optimal and that they didn't fully utilize the resources. Filip Lellky spent many hours manually creating workarounds to get the flow he needed to accommodate the customers the best way possible:

"Unfortunately, everything we needed wasn't there. We just used the dialing function, and then I had to build everything else around LeadDesk using Zapier. It was very hard to export data and create reports in a specific way. It was not as flexible as you need when you work with many different customers with different needs and setups."

A new dialing solution was necessary to minimize manual work and assist Impressive Relations with the much-needed flexibility. That was the moment Adversus caught Filip Lellky's attention.

"Adversus came to my attention, and at first, I wanted to try it out and see how it looked. I'm quite picky with systems and how everything looks. I certainly don't want to pay for anything that I don't feel is great. Our biggest pain point was manual work, so I needed to make sure that we could transform everything to an automatic workflow instead. I quickly realized that I didn't need Zapier anymore because everything was in Adversus, which was a huge workload off my shoulders."

Impressive Relations ultimately discovered that it was possible to create a whole new workflow and structure. With a new tool, they could now customize campaigns specifically to each customer and accommodate the need for flexibility both internally and externally. It was not just Impressive Relations that felt a difference, but their customers as well:

"The biggest difference between LeadDesk and Adversus is the flexibility; how you can create different setups for each customer. We can now deliver a great product to our customers, and I think Adversus lets us have a fantastic workflow from start to goal. Now, our customers also feel that we have a streamlined workflow, and that's because we use Adversus," Filip Lellky explains.

One thing that's important when switching to another software is that the management team can set up the workflow exactly how they visualize it. Another important thing is the agents working with the software every day. For Impressive Relations, the agents were given a new platform to work in:

"The first impression from the agents was really positive. The main response was that it was more modern, nicer to look at, and simplicity itself. The fact that they can view everything they need to directly in the dialer window is much better than before."

 

Calendar integration

Today, the company accounts for 11 agents in the appointment scheduling department. These 11 agents spend their days doing outbound calls and setting up meetings on behalf of their customers' consultants. To avoid needing to log in to another calendar and seeing if they can book an appointment, Filip Lellky has integrated all consultants' calendars directly into Adversus:

"The calendar integration is a valuable feature. When the agents are speaking to leads, we have integrated the consultants' calendars. This means that they have the calendar in front of them from the first second, making the process both quicker and more simple. That's one of the best features. If you want to make it simple, that's as simple as it gets."

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Calendar integration

Today, the company accounts for 11 agents in the appointment scheduling department. These 11 agents spend their days doing outbound calls and setting up meetings on behalf of their customers' consultants. To avoid needing to log in to another calendar and seeing if they can book an appointment, Filip Lellky has integrated all consultants' calendars directly into Adversus:

"The calendar integration is a valuable feature. When the agents are speaking to leads, we have integrated the consultants' calendars. This means that they have the calendar in front of them from the first second, making the process both quicker and more simple. That's one of the best features. If you want to make it simple, that's as simple as it gets."

Journeys

It's not only the calendar integration that is of high value to Filip Lellky and his team. The Journey Module also helps them automate specific tasks whenever their customers have particular needs and requests:

"We use Journeys to send reminders to consultants and their customers both before and after the meetings. We also need to send specific leads to new campaigns based on the outcome of our conversation with them, which the Journey Module takes care of based on the status we give them in Adversus."

Furthermore, Impressive Relations sends emails and text messages directly from Adversus when engaging in communication with the leads they talk to.

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Journeys

It's not only the calendar integration that is of high value to Filip Lellky and his team. The Journey Module also helps them automate specific tasks whenever their customers have particular needs and requests:

"We use Journeys to send reminders to consultants and their customers both before and after the meetings. We also need to send specific leads to new campaigns based on the outcome of our conversation with them, which the Journey Module takes care of based on the status we give them in Adversus."

Furthermore, Impressive Relations sends emails and text messages directly from Adversus when engaging in communication with the leads they talk to.

Each customer is unique

As a company that works with other companies, the need for flexibility in the setup is crucial. All clients have different needs, and, therefore, all aspects of the outreach process differ from client to client. Setting up the optimal workflow for each client is one of Impressive Relations' strengths today:

"We have a unique setup for each customer. Some companies want a confirmation email sent to all of the leads we book appointments with, and sometimes the consultant wants more information on the lead beforehand... It's very different from campaign to campaign. The flexibility in Adversus makes our work even better for our customers on their end, and we can meet their needs all the way," Filip Lellky finishes.

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