We are proud to partner with Serious Country Sports over the past two years. They are a country sports retailer, running eight online stores across various regions (US, EU, UK and IE) and also a physical store in Ballymena, Country Antrim. They sell 100,000s of SKUs from different suppliers and brands resulting in a minefield of product data to manage and maintain.
As the company expanded, they encountered difficulties managing the vast amount of product data which meant product sales often fell victim to erroneous or missing data due to human error or incorrect files from the suppliers. Missing product descriptions, incorrect pricing and missing categorisation meant products were not displayed or marketed correctly on the website which caused sales to suffer.
We created a series of daily reports centred around key-value metrics associated with their product data. This immediately informed our client of any products with missing or incorrect data. The reports are emailed daily and also presented on dashboards showing the trends over the past 30 days. Equipped with new insight, our client was able to remediate any product data issues immediately before it resulted in loss of revenue.
Another difficulty the company had experienced was the loss of revenue through Search Engine Marketing (SEM) spending when using paid ads to promote their products. We were able to build scripts to analyse their product data so they can maximise their SEM budget.
We are privileged to partner with the team at BLK BOX helping them streamline their operational processes using information technology to improve customer service and engagement.
BLK BOX manufactures and sells gym equipment. Their unique selling point was the ability to design and manufacture gym equipment (rigs, racks, benches) to the exact requirement of their customers. Their customers include premiership football teams, professional rugby teams, hugely successful gyms and numerous professional athletes.
During the COVID lockdowns of 2020 and 2021, they saw a huge increase in sales driven by the closure of commercial gyms. As orders piled up and their manufacturing facilities became over-stretched, a backlog of work was created in their customer service department replying to emails and answering telephone calls regarding the status of customer orders. One of the solutions we built for BLK BOX was to use technology to make order statuses more accessible to customers.
BLK BOX had two ERP systems; one managing the manufacturing of orders and the other managing sales. We built a data integration between them which enabled customer service staff to access the up-to-date manufacturing status stored in the manufacturing ERP. This prevented customer services staff from having to contact the manufacturing team for an update on each order delaying their response to their customers.
We also built an automation to make this status available to their customers by sending email notifications when a status changed at several key milestones along the manufacturing process. This informed customers of any delay to their order by email. In addition to the email notifications, we also built an online order tracker for customers to query the status of their orders in real time.
The impact of these solutions resulted in 55% reduction in customer service calls. This came as a huge cost saving by preventing staff overtime and also created an upsurge in customer satisfaction resulting in a higher probability of recurring business.
We are privileged to work alongside the hugely creative team at BLK BOX to help them implement these solutions to the benefit of their customers.
Leap were proud to partner with Prayer Ireland earlier this year with the launch of their mobile app, which has had thousands of downloads and users from across the globe.
Here are some highlights of the functionality we developed as part of this exciting project:
Cross platform mobile app The app was developed for both Android and Apple using the Ionic framework, meaning the app is available to download for free on the Play Store and App Store.
Login and registration – sign in with Google or Facebook Registration and login was made quick and easy for users. They can either signup with their email address, or use their existing Google or Facebook social media account.
Social sharing Articles can be shared across multiple social platforms such as messages, WhatsApp, Facebook, Messenger and email from the app.
WordPress content management The app was built upon the hugely popular WordPress, enabling administrators to have control of the app content, using WordPress’s easy-to-use platform.
Cross-timezone calendar The vision of Prayer Ireland was to unite users from across the globe in prayer for Ireland. The calendar functionality supports all timezones across the globe.
Map – GPS Building on the global theme, we used the GPS built into smartphones to detect and plot each user’s approximate location on an interactive map, which gives a stunning world view of who is actively using the app.
Push notifications Push notifications make it easy to engage your users on a regular basis. We have developed the app to send regular notifications to its users based on their preferences.
Salesforce stands proud as The World’s #1 CRM. Literally hundreds of thousands of businesses trust Salesforce as their foundation, making them one of the fastest growing enterprise software companies of all time.
The Salesforce platform provides a great user interface for managing your customer and sales leads internally, so you and your staff can focus on your single source of truth for your customer data.
However, there are missed opportunities by only making this data available to you and your staff.
What if you wanted to expose some of this data securely to your customers without them logging into Salesforce, could this be done?
Using Salesforce as the platform, Leap has partnered with businesses to build custom web and mobile applications on top of Salesforce.
By leveraging Salesforce Leap can build customisations enabling you to structure custom fields based on the type of data you want to store.
This has saved our clients time, reduced costs and removed customer pain points.
For example, we have enabled customers of our clients to securely log in and browse their historic orders and interact with their services. This has saved time by empowering customers to self-service and avoid staff spending countless hours on phone calls or sending across documents.
Using a custom app, we can also enable your customers to key data directly into Salesforce. Whether that be an online application form, or a request to purchase a product, the data can be sent securely and efficiently reducing errors and improving overall customer experience.
In today’s climate, it has never been more important for a business to interact with their customers better online. By exposing parts of your Salesforce platform to your customers securely, you could maximise your potential growth. The sky is your limit.
Talk to us today to discuss how we can build a custom app for your business on top of Salesforce.
Leap has partnered with several customer-facing business to enable them to market online effectively using their existing customer data and Klaviyo email marketing platform.
We have delivered several projects migrating existing customer data into Klaviyo to enable our clients to reach their full marketing potential.
In this post, we will be looking at integrating Klaviyo with Salesforce CRM.
Are you utilising your data?
Salesforce is a global giant CRM (customer relationship manager) which stores data such as customer details, accounts, potential and completed deals etc.
Despite the amount of data shared by customers to businesses, most fail to use the data when engaging them. In a modern digital world, massive business potential lies within it’s data. Utilising this data to its full potential could unlock significant business growth.
Utilising a modern email marketing platform such as Klaviyo can help businesses use their existing customer data instead of being forced to pay for online advertising and other artificial growth channels.
Klaviyo enables businesses to store their customer data in a single platform enabling them to use this data when delivering experiences to customers.
Integration with Salesforce
To avoid managing data in multiple places, Leap has successfully implemented an integration between Salesforce and Klaviyo – enabling Salesforce to be the “single source of truth” and sync data into Klaviyo on a scheduled basis.
By utilising our integration we have been able to sync the following data into Klaviyo from Salesforce:
Contact profile data
Keeping profiles in Klaviyo up-to-date is critical to any success strategy. Contact profiles are synced to Klaviyo on a scheduled basis and can be customised to suit your needs.
Beyond the typical contact attributes such as name, email etc, we can pull across custom fields which can be used for marketing experiments, such as:
When is the last time the customer interacted with our business?
How long has it been since the customer interacted with our business?
What type of customer is it?
Is there open opportunities for this customer?
Who manages this customer?
When is the customer’s date of birth / work anniversary?
What type of product/service does this customer procure?
When did the customer first interact with us?
The possibilities are only limited by the data Salesforce holds about your customers!
Customers can then be segmented within Klaviyo based on the above or any other attribute Klaviyo holds:
Segment customers who haven’t interacted with my business in X months/years
Segment customers based on those who have open opportunities
Dynamically maintain lists
Our integration can dynamically maintain lists based on customer profiles so they are ready for your marketing experiments.
For example, if a contact attribute or associated account attribute is updated in Salesforce, this is then reflected in Klaviyo.
Keeping Klaviyo in sync with Salesforce
Our scripts can run on any schedule to suit your needs. They also take advantage of caching and batch processing to ensure optimal performance.
The script will only update contact profiles which have been updated since the last run.
Leap have partnered with Vision Asset Finance using our Salesforce to Klaviyo integration to help them better engage with their existing customers.
Vision Asset Finance specialises in arranging asset finance facilities for all types of business assets to clients throughout the UK and Ireland.
Our integration synced over 20 years of customer data from Salesforce into Klaviyo, enabling Vision Asset Finance to run email marketing campaigns to re-engage with previous customers and to drive new revenue opportunities.
“We approached Leap to help us organise two decades of customer data that was sitting in Salesforce to help us generate new revenue through more effective email marketing. Leap’s Salesforce to Klaviyo integration has worked seamlessly enabling us to use Klaviyo to its full potential.
In this blog post, let’s look at a pragmatic approach to kick-starting your application idea.
So often not knowing where to start or the fear of failure holds us back!
“The way to get started is to quit talking and begin doing”
Do Your Market Research
One of the best places to start, is to do some market research. Take a look online to see if your idea already exists out there.
If so, then establish who could be your potential competitors.
You should also try to establish an Unique Selling Point (USP) which differentiates you from others on the market.
Establish a Minimum Viable Product (MVP)
The definition of a MVP is based around: what is the most useful problem your application could solve with the least amount of work.
Establishing a MVP is a useful way of getting something useful to the market fast with the promise to glean feedback from customers early and build that into the future roadmap for your project.
Rather than waste huge amounts of time and money on features which may not be useful to your customers, focus on implementing the most important features first, then prioritise others based on feedback.
Set realistic goals and stick to them, avoiding analysis paralysis – the best step forward is to take one!
Choose The Right Technology
Before starting your web/mobile application you should always make a well-informed choice around technologies which will help make your project a success.
How will my application be used? Who will be using it? What features will it require? What critical problem am I trying to solve?
These are all good questions to be asking when choosing the right technology.
If you want your application to be used across a broad range of mobile devices e.g. iOS/Android, then this should be considered before choosing a development language / platform.
Does your application need to work offline i.e. without an internet connection? Your application will need to be built on a technology platform that supports this.
If you don’t make the right technology choices upfront, it can make some requirements very difficult at a later stage.
Gather Feedback and Iterate
Once you have your MVP ready, it’s good to use your business network to start gathering feedback.
Can you identify key influencers who might be interested in your application and potentially use it?
It’s often a good idea to get some early testers onboard allowing them to use your application for free or for a reduced rate in return for some open and honest feedback.
Once you have that feedback, consider it constructively and build it into your roadmap for the application.
Market your Application
The internet has created a fantastic opportunity for you to market your application to a wide audience.
Learn how to avail of online marketing techniques such as search engine optimisation (SEO) and targeted ad campaigns to maximise your outreach.
Are you (or your employees) spending time on repetitive, time consuming tasks which could be automated with the help of software? For example creating rotas or batch updating product or customer data? Software can help automate these tasks reducing errors and saving time.
3. Tracking progress and identifying issues
By tracking the progress of your product or service along a specific set of tasks or stages can help improve your process making it more efficient in the future by helping to identify when and where issues occur.
4. Improving communication
One of the major pitfalls of business operations is communication, whether that is between employees or with customers. An IT solution can ensure that all parties are informed at each stage of your process through various channels such as emails, text messages, and/or push notifications.
In order to create efficiencies in your business, you need to know how it is performing by measuring your performance against a specific benchmark. Establishing appropriate Key Performance Indicators (KPIs) for the overall company and for each business function is the first step in this process. For example, you may want to track sales figuresor the time a product has spent on the production line (actual versus benchmark).
We have worked with both small businesses and global companies to help them successfully adopt IT software to help improve their operational efficiency.
One common theme we often encounter, is software development companies and agencies hiding behind technical jargon by confusing their customers and delivering a project not fit for purpose, late and over budget.
We do not hide behind technical jargon and ensure our customers understand our solutions.
Here’s some things you need to be aware of before taking on a mobile app project (in plain English of course):
Android, Apple or both?
In the UK and USA, Google’s Android and Apple’s iOS have over 95% of the market share. Both mobile operating systems make “apps” available for download via Play Store on Android or App Store on iOS.
That’s where the similarities end though. Both Android and iOS use different technologies to support their platforms. This means that you need to design, build and release a separate version for each platform – essentially two mobile apps, one for each platform.
Unless you want your target audience to be exclusively on a Android or Apple device then this doubles your costs, as you have to develop your app on both platforms. In addition both versions will need to be supported and maintained going forward which is likely to increase your operating costs.
Fortunately, there are frameworks available like Ionic which allow you to develop and maintain your mobile app once (using popular web development languages) and publish them to both platforms.
There are some trade-offs to using this approach such as performance and reliance on a third-party framework but for most mobile app projects this approach makes sense.
What is an API, and why’s that important?
An API (Application Program Interface) enables your mobile app to interact with other services such as reading data from another source or writing data to a database.
An API becomes the brain of your application and should contain code which supports the business functions of your application.
For example, if the function of your app is to manage contact details then requests should be made from your mobile app to create, read, update and delete contacts. These requests will be made to an API who’s role is to perform these functions then feedback to your mobile app i.e. contact has been added, deleted, updated etc.
A well designed API should be able to scale (support more users/traffic and features) as your application grows. If it isn’t well designed it can incur additional costs in the future if you want to add new features or encounter issues with data security.
We use the latest cloud technologies such as Google’s Firebase and AWS Amplify to ensure that our mobile app APIs are robust, secure and scalable.
Watch out for hidden charges!
There are many ways to build mobile applications and the choices aren’t always straightforward.
We are always upfront in helping our customers adopt the right choice for their project, not what is easier for us to implement.
Our aim is always to build a business relationship based on trust with our customers, but we won’t tie you into proprietary technologies that will prevent you from working with other developers in the future.
Be aware that some companies may not allow you to do this which could cost you in the future. Ownership of the project should always remain with your company.
Be careful of hidden charges such as cost to publish to Apple Store and Play Store. There may also be additional costs incurred for any hosting requirements going forward.
We pride ourselves in being upfront and honest, with no hidden charges or nasty surprises.
Our commitment is to deliver on time and to the agreed budget without excuses. We guarantee customer satisfaction by offering a cooling off period once your product is live to ensure we delivered as promised!
If you’re struggling to manage your business through spreadsheets it may be time to look for a new solution. Spreadsheets are now 50-years-old and while they still have their place, your business could be suffering if you haven’t moved on with technology.
Here are some signs that your business has outgrown spreadsheets:
Difficult to collaborate and share information
Are you emailing several versions of your spreadsheet around, finding it difficult to track the latest version between multiple colleagues?
Your business could be at a disadvantage without a single “live” view of your data. Outdated data can be damaging to customer relations and have a negative impact on decision making.
Struggling to create reports
Spreadsheets are flat in structure making it difficult to
gain meaningful insights into your business data. Generally, you need to
generate reports manually which can become time consuming and very error prone.
Your business could be missing out on meaningful insights which could be costly,
preventing you from identifying and resolving issues early.
Lack of security around your data
If spreadsheets become your single source of truth for your business, you may be exposing your business to a huge security risk!
All your data is exposed to anyone who can get their hands on your spreadsheet, and there isn’t the ability to restrict who can see what. You are also leaving your business vulnerable as the data could be easily manipulated and/or copied to a compromising source whether intentional or not.
Dependencies on other data sources
If you are tracking something in a spreadsheet but relying on other sources (applications, databases or additional spreadsheets) for additional data then you could be wasting valuable time by constantly switching context between applications.
How could a web application help?
A well-designed web or mobile application enables you and your colleagues to contribute to a single data source avoiding duplication and inaccuracy of data. Your application can be made accessible via a login and available securely 24/7 from any device with an internet connection. Reports can be easily compiled in real time providing valuable insights to improve decision making and help resolve operational issues early.
Many small businesses don’t stay small for long and working from spreadsheets isn’t a viable solution in the long term.
Web applications run through web browsers (Chrome, Internet Explorer, Safari, Firefox etc) unlike traditional applications which run on a single PC or server. They require no complex installation process as the browser provides all the functionality required. Web applications can be accessed from any device with a web browser – desktop, laptop, tablet or phone!
How can web applications help improve my business?
applications provide a central source for customers/employees to interact with
your business. This makes the applications much easier to update, maintain and
A customer or employee can access your web app (much like they do a website) via a secure login and password.
Web applications can be built to serve many different purposes, but here are some ideas to get you thinking:
Process payments online for your products or services
Track business operations to help identify issues and help improve processes
Automate manual tasks to reduce cost and human error
Organise and manage customer/employee data and handle communications
Capture and report on business KPI and performance targets
Share and collaborate on projects which have outgrown spreadsheets and/or legacy database systems
Make your business functions available online 24/7
Are web applications secure?
All incoming and outgoing requests should be secured by using a secure connection known as HTTPS, which digitally encrypts all data flowing back and forth. In addition all saved sensitive data should be encrypted meaning the data is scrambled using a complex algorithm.