How HaloCRM optimised customer facing operations at Motif Labs
9 minute average response time on requests.
Achieving a 92% SLA which is increasing month on month.
Improved clarity with ownership and visibility of tasks across the system.
Customer
Motif Labs
Industry
Manufacturing
Tickets
100+ per week
Customer Since
2023
At a glance
Requirements
Motif Labs were looking for a system to consolidate all the consumer touchpoint responses for their 4 internal brands. These touchpoints included their websites, email addresses, Facebook accounts and Instagram accounts. Further in the process it was clear this needed to be a joint project between their Customer Service and Sales teams, so they needed a system that could accommodate to both teams needs.
Solution
HaloCRM brought an easy to use, intuitive system for both the CE and Sales teams at Motif Labs. With an omnichannel approach, Motif Labs CE team can handle all enquiries seamlessly without needing to leave the platform. The sales team have a tracking system in place to monitor personal and team progress.
About Motif Labs
Motif Labs’ facility focuses on cannabinoid and terpene extraction from raw materials (“biomass”). This cannabis extract can be turned into a variety of products, including vape cartridges, tinctures, topicals and edibles. In addition to providing extraction and white labelling services for other brands, Motif Labs have four brands of their own – Debunk, Floresense, Boondocks and BoxHot, the latter of which has captured a large part of the Canadian market.
The Challenge
Because the cannabis industry is still growing (no pun intended), there are few out-of-the-box solutions available.
With Motif Labs customer experience team never before having an omnichannel system in place, the team had many lengthy, manual processes that had to be done for every new enquiry they received. They needed a program that could adapt to the industry’s quirks while still providing CRM-like functions to answer inquiries, process complaints, or responding to positive feedback.
“Working with the HaloCRM team has been fantastic. Everyone has been so accommodating during the process; whether it’s because of time zones, team members coming and going, presenting demos on demos on demos, anything! My only regret is not finding this product sooner!”.
Olive Campbell, Customer Engagement Specialist, Motif Labs.
The Solution
Motif Labs chose Halo over other CRMs due to its customisation abilities and all-inclusive pricing for future integrations. This was important to Motif Labs as an industry that’s really still just getting started.
HaloCRM’s omnichannel platform allowed for the customer experience team to handle all enquiries from their channels all in one place – ensuring no contact is left without response.
The multi-brand option was essential as well since each brand has a distinct voice, so they didn’t want a “Motif” support program, but rather wanted a BH/DB/FLR/DB support program, which was achieved using independent customer portals and email message groups across the platform.
With clear ownership of enquiries and accounts, both teams could efficiently operate with real-time KPI’s to show their excellent customer service and sales processes.
“Having used and explored several CRM programs to execute our in-field operations, I can confidently say HaloCRM is second to none. The team has been incredibly accommodating with our long list of requests, never saying no but rather always finding a solution that fits our needs. HaloCRM, and the team behind it, have been so easy to deal with in setting up our process and helping us figure out the best way to navigate this ever-changing industry”.
Adam Crossman, Territory Sales Manager , Motif Labs.
The Results
Motif Lab’s Customer Experience and Sales teams can now seamlessly work on a system that suits their needs and allows for all work to be documented within one system and have visibility of all their brands enquiries in one place.
The automation within the system means that the laborious, manual tasks that had to be completed previously are now seamlessly applied and created with HaloCRM – meaning that time is spent doing the things that matter most to both teams at Motif Labs.
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