Professional Services Micro-enterprise Automates its Business Process by Leveraging G Suite
Our expertise in Google Apps Script, G Suite tools and integration with QuickBooks synthesized the client’s operational and accounting process into a seamless workflow that can be managed on-the-go.
- The client provides Professional ASL & Foreign Language Interpreters to its customers
- They work by following an aggregator business model
How the client switched to G SUite to Streamline Processes and reduce the Error Rate
The client is an aggregator of professional American Sign Language (ASL) and Spoken Language Interpreters. The company’s prime work required handling 25 to 30 daily new requests for a right service provider (interpreter). With the kind of business model implemented by the client, there is a regular inflow and outflow of large amounts of data to and from the company’s database.
Being a sole proprietor of the business, prior to collaborating with Searce, the client opted for the manual method to handle all the activities along the pipeline which included task assignment, sending calendar invites, handling cancellations and invoicing using Quickbooks. This increased the time span between customers placing a request and the issuance of an interpreter which proved to be a bottleneck in the process with a significant error rate.
The right switch to meet infrastructure and timeline goals
The client reached out to Searce to collaboratively execute a comprehensive process automation effort to meet its infrastructure and timeline goals which were orchestrated as follows:
- Standardized the customer request raising process by deploying customized Google Forms, one for new and another for canceling an existing request, both hosted on the partner’s website
- Deployed google sheets to enable a seamless flow of information into a master datasheet where the client can view and manage all the completed and upcoming requests
- The datasheet was incorporated with business logic and custom menu options which was done using Google’s Apps Script and Sheets add-on features
- Enabled an on-click triggere event in the datasheet that invokes a calendar event, sends a confirmation mail and automatically processes a draft invoice on Quickbooks
- The confirmation email sent to customers included the assignment details and a link that would redirect to the request cancellation form if the customer wants to cancel the request
- A system for updating the datasheet was put in place that would automatically reflect any alterations done to the assignment
The Outcome of making the transition to G Suite to reduce operational efforts and time
The client, though having brought together a novel concept of connecting a customer with a requirement of live language interpretations with a suitable interpreter, suffered the consequences of having the entire process handled manually. The solution offered by Searce incorporated advanced automation in the process pipeline, thereby cutting down the time and cost by almost half. A few bright points brought about by the collaboration include:
- Request sending and cancellation, two different activities that required careful attention, were completely standardized and automated
- The client’s operational efforts and timeline were greatly reduced. This was seen by the ease of management that was brought by using datasheet as a go-to dashboard for viewing customer requests
- Due to the reduction in the customer wait time, more business opportunities were created with a significant decrease in customer attrition
- Sources of revenue leakage were negated due to improvement in the client’s business delivery