CRM: get to know our customers’ experience

Last July we launched the TIMP CRM module.
Three months since we offered our clients a set of very powerful tools to promote the loyalty of their users.

To find out first-hand if our centers are taking advantage of the new module, we approached two professionals who use TIMP to manage their businesses.
They are Raquel Ollero and Montse Sacrest, and they told us what they get out of the tasks, funnels and labels in their centers.

Raquel Ollero has been a yoga teacher for the past fifteen years and is a member of the team of OM Lines Yoga Toucha yoga center in Barcelona that stands out for adapting to the new needs of the practice.
OM Lines also specializes in ‘Corporate Wellness’ services.

Montse Sacrest is a Pilates instructor and manager at Espai Pilates Vilafrancaa personalized pilates center that has been offering its services in Vilafranca del Penedés for ten years.

As you may already know, funnels are a tool that allows you to know how many customers are at a certain stage in order to offer them what they need.
It allows you to personalize your service to the maximum.

Raquel tells us that, at OM Lines, they have started using funnels to track customer quotas and to launch a promotion aimed at former students.

In the case of the promotion, she explains that “the first stage was the list of customers who entered the promotion, the second was the moment of contact to communicate the promotion, and the third and fourth stage corresponded to the resolution of the promotion, whether the customer bought the promotion or rejected it”.

Raquel believes that ” it really is a tool that can help us boost sales because being able to diversify the offer according to the type of customer is key.
We are very used to using Timp’s advanced search filters to create that segmentation and the funnels allow us to go one step further.”

In the case of Espai Pilates Vilafranca, Montse tells us that she has used the funnels in two ways: to make a list of people who had not confirmed if they would continue after the summer and to follow up new clients.

“In the first case I used it more as a list and not as stages.
For example: clients who had to confirm their schedule; clients I had to call; clients I had to find a place for in a specific group; clients on standby due to injury or some other reason”.
In the second case, the follow-up of new clients, he explains that he used the funnel to divide it into four stages: first visit, first five personal classes, three months and six months.

“The idea is that after three months and six months we reassess the client to see if he or she has evolved.
In this way, we make the client more aware of the changes he or she is achieving and assess whether our work is being effective enough with this person,” he adds.

Tags help you segment your customers according to different categories: tastes, interests, location in the center.
Once you have them segmented, it is much easier to carry out actions aimed specifically at those customers you are interested in according to their profile.

OM Lines uses labels to classify clients who have some particularity that all professionals in the center should be aware of.
They use descriptive names such as, for example, “private lessons”, “pregnant”, etc.
Also to mark those customers who do not want to receive information about promotions.

Raquel tells us that it has made communication between professionals much easier, so that no one “misses” any important information.
“It’s more visual to use the tags than having to go into the specific comments for each profile.”

At OM Lines, they say they take advantage of the tags mainly at a strategic level.
“We want to classify students by customer type according to seniority and quota. This is something we have done in Excel and, with the addition of the tags, we can have this unified classification in TIMP. It’s very useful to be able to tag the same customer with multiple tags.”

At Espai Pilates they use tags to collect information.
They are starting to tag all new additions with relevant data.
They tag, for example, how they have known the center (word-of-mouth, internet, social networks, passing by) or if they would be interested in some other type of activity (yoga, meditation, etc.).

Montse explains that the information collected with the labels can be considered, in the future, “toincorporate new activities according to customer demand and interests“.

This feature allows you to define the tasks to be carried out in your center, assign them to your professionals and set a deadline for their completion.
In this way, you can keep track of what is pending and what has already been done.

OM Lines use tasks to “remember specific contacts with students at key times of the month, to follow up on specific cases, to remember calls, etc.”
Raquel confesses that she has found it practical to include them in the workflow although she suggests that she would like to be able to include some client data to directly access their TIMP profile.

In short, both centers claim to have improved different areas of their center since using the new CRM module.
Although she admits that they have not yet taken full advantage of it, Raquel confesses that she would recommend it to any yoga center because “it is a tool that can help a lot at a strategic level, both in promotions and when it comes to improving customer follow-up for customer loyalty”.

For her part, Montse says that at Espai Pilates Vilafranca they have more control over the progression of new registrations and better organization in general since they have been using it.
And she would recommend it to any center that wants to follow the progression of their clients.

Now that you know how these two wonderful pilates and yoga centers have applied tasks, funnels and tags, we invite you to take advantage of them in your own business.
Remember that you have the CRM module available in your dashboard.
Take advantage of it and ask us any questions by phone or chat!