Wisely Limited

Driving Operational Flexibility
Transforming B2B Customer Relationships with 365 Assistnace

Introduction
365 Assistance Group, a distinguished Australian-based company, has been a stalwart in providing unwavering support to car owners and businesses for over a decade. As a B2B company operating behind the scenes of major brands in Insurance, Car Manufacturing, Fleet Management, and Emerging Markets, 365 is at the forefront of managing intricate customer relationships. Offering professional roadside assistance and emergency breakdown services, the company's caring customer support staff is available 24 hours a day, ensuring swift resolutions to unexpected problems for their clients.

The Challenge(s)

In the dynamic landscape of B2B services , 365 Assistance Group faced a unique set of challenges in their quest to effectively manage and enhance customer relationships. Most other platforms were too rigid in their design, proving inadequate for accommodating the specialised needs of the business. The company felt compelled to adjust its operational model to fit the constraints of existing CRMs, hindering overall efficiency. Furthermore, the users, juggling multiple aspects of their roles, required a platform that was not only flexible but also intuitive and easy to pick up.

Wisely played a pivotal role in the collaborative decision-making process as Michael Payne, COO, and Ian Slater, Group GM of 365 Assistance Group, sought an optimal CRM solution during the initial stages of their quest. Actively participating in the company's initial assessment in collaboration with monday.com, Wisely's involvement was instrumental in providing assurance that the specific business needs of 365 Assistance Group were not only understood but also achievable.

​As Michael explains: “Having the implementation partner involved at the start of our journey gave us comfort that our specific needs were in fact achievable and we never heard phrases like 'sorry our platform is not designed that way...'”​

​This proactive and collaborative approach solidified confidence in the viability of monday.com as the chosen CRM solution, laying a strong foundation for the subsequent phases of the implementation process.

Our Solution

Our engagement methodology, designed for project success and client satisfaction, played a pivotal role in collaborating with Michael to define and streamline the tiered customer hierarchy for 365 Assistance Group. The definition and streamlining of the tiered customer hierarchy for 365 Assistance Group were pivotal in optimising their customer relationship management (CRM) strategies. This tiered structure served as a robust framework, providing a comprehensive understanding of client relationships within the organisation, particularly in the B2B landscape.

Commencing with thorough planning, we identified goals, assessed needs, and established a roadmap, with a specific focus on addressing the necessity of structuring and streamlining the complex customer hierarchy database. During the implementation phase, we worked closely to execute the plan, adopting agile methodologies and conducting rigorous testing to ensure a robust solution. This collaborative effort resulted in the successful definition and integration of a tiered customer hierarchy tailored to the unique needs of 365 Assistance Group. 

Deployment and support followed a phased rollout strategy, ensuring a smooth transition and end-user adoption of the newly defined customer hierarchy on the newly deployed CRM built on monday.com. Comprehensive documentation and knowledge transfer sessions empowered the 365 Assist team to manage the solution independently.

The Outcome

The implementation of the custom CRM built on monday.com yielded transformative results for 365 Assistance Group. One notable outcome was the establishment of a unified repository, serving as a single source for all client information. "We now have a single source of all client information used by multiple departments,' shares Michael, highlighting the pivotal role of this centralised repository." 

The centralised repository for client data fostered seamless collaboration among diverse departments, spanning from sales to invoicing. This fundamental shift greatly streamlined workflows, resulting in significant efficiency improvements across end-to-end client interactions.

​As Michael explains: “monday.com allowed us to be creative in our design and have visibility of interactions at an individual or rolled up level.”

Conclusion

The partnership between Wisely and 365 Assistance Group has not only overcame B2B challenges but also laid the groundwork for future innovation. The tailored CRM on monday.com, guided by Wisely, transformed operations by introducing a tiered customer hierarchy and streamlining workflows.

Michael's endorsement of monday.com as a platform fostering creativity and visibility underscores the success of this collaboration.Looking ahead, 365 Assistance Group plans to expand monday.com usage to manage service providers and integrate it with other tools for consolidated project views. These forward-thinking plans reflect their commitment to technology for sustained success.

Collaboration and Efficiency
Streamlining Operations with Community Broker Network

Introduction

Community Broker Network (CBN), the largest general insurance authorized broker network in Australia, has been dedicated to empowering brokers and securing the best insurance outcomes for clients for over a decade. With various departments supporting the network, CBN sought a comprehensive workflow solution to enhance transparency and cross-collaboration across multiple business units.

The Challenge(s)

In the intricate landscape of general insurance brokerage, CBN faced challenges such as task duplication, wasted effort, and a lack of transparency across departments. The need for a robust workflow tool to streamline processes and foster collaboration became evident. 

Wisely, as a strategic partner, played a crucial role in the decision-making process. Melissa Bulboa, a key decision-maker at CBN, highlighted Wisely's contribution...

As Melissa explains: "Wisely provided use case scenarios and showcased working configurations that aligned with our requirements."

​This collaboration ensured that the chosen solution not only met but exceeded the specific workflow needs of CBN.

Our Solution

CBN, in collaboration with Wisely, undertook a strategic approach to address their workflow challenges. The initial stages involved comprehensive planning, goal identification, and roadmap establishment, with a specific focus on achieving transparency and collaboration. Wisely's proactive involvement solidified the choice of monday.com as the optimal workflow management tool. 

Melissa Bulboa explained the impact of Wisely's involvement...
As Melissa explains: "Having the implementation partner involved at the start of our journey gave us comfort that our specific needs were achievable."
The implementation phase, guided by Wisely, focused on defining and streamlining workflows across various business units. This included the implementation of a unified workflow management tool, monday.com, to streamline projects and day-to-day activities.

The Outcome

The implementation of monday.com at CBN has brought transformative results. The organization now operates under a unified workflow management tool, providing transparency on agreed business priorities and offering a platform for staff to contribute ideas and initiatives. 

Melissa Bulboa expressed satisfaction with the results...

As Melissa explains:  "User adoption has been great, especially from a leadership and management level."

​Although it is early days since the go-live in December, CBN has already received positive feedback on the system's efficiency and user-friendly interface, resulting in significant time savings compared to old processes and systems.
 

Conclusion
In conclusion, the collaboration between Community Broker Network, Wisely, and monday.com exemplifies the power of strategic partnerships in overcoming workflow challenges and driving efficiency. 

​The implementation of a unified workflow management tool has not only streamlined processes but has also laid the foundation for enhanced collaboration and innovation within the organisation. 

​Looking ahead, CBN plans to further enhance reporting and dashboards, showcasing their commitment to continuous improvement. Melissa Bulboa emphatically recommends Wisely to other businesses seeking assistance in implementing workflow management tools, underlining the success and positive outcomes of this collaborative journey.