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“LeadSquared helps us track and follow-up with leads easily. It also handles manual tasks, so our teams can work faster and better. All this can be summed up in one word—Ease. Right now, more than 350 people at Petpooja use LeadSquared. They love it because it’s easy to use, manages leads well, and the support is great!”
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Lead Leakage Reduced with LeadSquared.
Increase in Conversion Rates
Users at Petpooja
Founded in 2011, Petpooja provides everything a restaurant needs to run smoothly, including billing, inventory management, and online ordering, covering all essential front-end and back-end operations. Today, Petpooja serves 85,000 customers across India, the Middle East, UAE, South Africa and Canada.
Until 2021, Petpooja managed its sales manually using excel/google sheets, but as the business grew, excel sheets just weren’t enough to track and manage the lead volume. After thorough research and a recommendation from a trusted peer in Bangalore, Petpooja chose LeadSquared to improve sales efficiency and drive growth.
Lead leakage was high – around 67% – because the lead management was fairly manual. Operations were spread out across WhatsApp, emails, and Google Sheets, making it hard to keep up. Petpooja received leads from various sources, including customer referrals, social media platforms, and 3rd party sales consultants. Managing all these sources without a unified platform to view the leads was tough.
As the field sales team grew, it became harder to track and monitor the reps. Team members, on the other hand, struggled to manage their leads and follow-ups. They couldn’t keep track of leads at different stages in the pipeline, and everything felt unorganized, like there was no method to the madness.
The teams faced challenges in segmenting their leads by demographics, business type and key decision-makers due to the use of multiple systems for sales and marketing automation, making data consolidation tricky. With room for improvement in lead management, Petpooja’s sales and marketing efforts were less structured than intended, leading to occasional disconnect with leads.
Petpooja decided to implement LeadSquared because both companies share the same DNA: delivering excellent customer service. LeadSquared also met all their needs for lead management, lead tracking, and efficient support of the field teams. The onboarding process was phased. They first brought in their 30-member inside– sales team, which handled 300 new leads daily. After the pilot was successful, they extended the implementation to 350 field sales members.
At first, they encountered challenges, as the field teams were spread across the country, making tool adoption difficult. However, the LeadSquared implementation team – already experienced in such situations – addressed these issues effectively. They provided recorded training sessions for staff to review as needed and scheduled follow-up calls with Petpooja team members. With this support, Petpooja achieved 100% adoption by the third month.
Lead leakage at Petpooja decreased from 67% to 2% after implementing LeadSquared, with expectations to eliminate it entirely within the next quarter. The lead conversion ratio also improved by 13%, further reflecting notable progress within six months. The inside sales team now tracks all activities in LeadSquared, removing the need for constant follow-ups with the field sales team.
Petpooja standardized people, process, and activitiy tracking with the help of LeadSquared. The field sales teams quickly adopted the check-in and check-out feature, making it a part of their daily routine to ensure smooth operations. Petpooja enhanced the efficiency of restaurant visits by automating task notifications and route maps. This enabled the teams to effortlessly add new leads, manage them and track their status in real time, even while on the move.
Petpooja’s sales process involves four teams: field sales, inside sales, sales operations, and marketing. Before LeadSquared, moving leads through the pipeline and running targeted campaigns based on lead stages was challenging. With LeadSquared, lead visibility and transfer became seamless. Teams can now easily track leads and monitor their current stage in the pipeline. The marketing team can also segment leads by stage and location to run focused campaigns.
Before hosting an event in Bangalore, the team identified leads from that location and launched a campaign, resulting in a 50% increase in booth traffic and enabling the sales team to close deals on the spot.
With LeadSquared, Petpooja saw a significant reduction in lead leakage and a 13% increase in lead conversion rates. The platform addressed important challenges, including high lead leakage, inefficient tracking, and the complexity of managing multiple lead sources. The integration also streamlined daily operations, allowing for real-time tracking and efficient management of field sales teams, even across different hierarchies and language barriers.
LeadSquared’s user-friendly interface and responsive support team played a crucial role in the smooth transition of all the individuals from manual processes to a new system – which is never an easy task. The successful adoption of geofencing and the ability to manage multiple lead sources from a single platform further enhanced Petpooja’s operational efficiency.
Overall, Petpooja was able to achieve significant productivity gains, better sales outcomes, and effective campaign management, leading to higher customer satisfaction.
Ready to streamline your sales process like Petpooja? Contact LeadSquared today to find out how we can help your business succeed.
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