SI4M asked that TBG Group assist them in redeveloping their whole frontend website, as well as managing the entirety of all their social media platforms. Within the managing of the SI4M’s social media, TBG Group orchestrated paid adverts for all the social media platforms, managed the budget for PPC, as well as putting together give aways to keep customers interest. TBG Group also created a 6-month marketing plan for the website and social media platforms, this was managed through regular weekly meetings to agree on the work that was being produced. Email templates were also produced for each stage of the delivery process.

The client asked that we assist them in maintaining their online presence, ensuring that there is always someone readily available for when a customer is in need or has a question. TBG Group’s primary objective was to assist customers throughout their experience using StoreIt4Me, ensuring everything flows smoothly when using the website and booking delivery slots, as well as being available to answer any questions customers may have throughout the process.

The campaign was designed to assist StoreIt4Me in incorporating a customer service element into their business, managing all interactions with their customers, and recording the outcomes for future reference.

TBG Group met with StoreIt4Me prior to the commencement of the campaign, this allowed StoreIt4Me to provide training into the use of their website, online system, and online messaging service. This enabled the TBG Group agents to gain a more comprehensive understanding of SI4M’s internal system’s and enabled the calling agents to provide more in-depth help and guidance for customers when calling in with a query.

TBG Group met with SI4M onsite of their premises for a content day, allowing their professional photographer access to the warehouse enabling them to photograph high quality behind the scenes images. The photos were used for social media posts and web content, allowing customers to see and feel reassure with the knowledge that their stored belongings were being stored securely.

TBG Group also created a data build for SI4M to draw more business in and establish potential partnerships with other businesses, such as cleaning and decluttering companies. This allowed SI4M to gauge an idea of other companies they could contact and potentially form a partnership with.

SI4M spent time in our offices with TBG Group’s agents, to ensure that full training was provided to the agents working on the account. These training sessions ensured that TBG Group’s staff were efficient as well as knowledgeable on SI4M’s products and the services that they provided, as well as the terms and conditions along with the customer service escalation process where required.

TBG Group agents had daily “live access” to the websites live chat functionality, as well as all inbound enquires diverted to a dedicated phone line made for the campaign, this line was monitored daily to ensure that all enquiries could be dealt with. In the eventuality that TBG Group’s agents were unable to take the call, a voicemail box had been set up, representing StoreIt4Me allowing a TBG Group agent to respond to the enquiry at the soonest convenience.