When you start up a business you meet a lot of new people and keep a close eye on your relationships. Usually a spreadsheet works just fine to keep you organized but as you grow you start to think about something more sophisticated to keep you on track.
This is how Sue Keogh, Director and founder of Sookio, an award winning digital agency, based in Cambridge, UK, discovered Capsule exactly five years ago today.
Sookio develop digital strategies, campaigns, create content plus they train digital skills through a range of inhouse and online workshops. As the business started to grow, Sue was very conscious of the risks of keeping all the detailed information about her clients and prospects in her head. But putting business tools in place at this early stage seemed one step too far.
Sue chose Capsule initially to store all her contact information and keep track of her client relationships, yet the more she used it, the more she discovered it could do.
In the early days, Sue used Capsule mainly as a client database to organize their information and record activity. They created tags for each contact so they could quickly see important information such as the source of a lead. Suddenly, it was much easier to understand their clients and segment their audience.
It was also incredibly useful for Sue to have a system in place to remind her when she next needed to contact a client, to make sure nothing fell through the cracks.
You can take good client service for granted but it requires a lot of hard work and organization. A CRM like Capsule can help you stay organized and on top of your client communications.
Similarly, when a project is put on hold for a couple of months, it's much easier for Capsule to remember to follow up rather than relying on yourself.
This approach clearly works for Sookio, it's a well established, growing business, where client retention is high and if people ever do move away, they quickly come back.
Today, the team has grown twice fold, including more sales focused roles and Capsule is the focal point for their weekly meetings.
Sue admits that it's not enough to have the tools in place, you have to train people to use them correctly and in a consistent way or your data becomes inaccurate.
This was quickly tidied up so they now have one accurate source of truth. Even though the team are out and about a lot, it doesn't get in the way of keeping Capsule up to date.
Sookio was founded in 2008 by Sue Keogh after a career as a website editor for the BBC, ITV.com, Magic FM, Yahoo and AOL. Turning freelance whilst juggling the arrival of a new baby, Sue became a social media expert and people were regularly getting in touch for help growing their brands online. Before she knew it, she had started her own business. People often found the name 'Sue Keogh' difficult to pronounce, so she was always writing it out phonetically. When she needed a name for her business, it seemed right to us the one she regularly wrote - Sookio.
There's an exciting future ahead for Sookio, they've recently taken on a Head of Production so they can do more video and podcasting work, they've launched Sookio school, a new series of bitesize courses and have been winning lots of awards. As her new administrator Naomi, helps free up Sue's time, she is looking forward to speaking at more events, networking and growing the business, you can keep up to date on their progress by following @sookio on twitter.