PocketSuite is a smartphone-based booking, payment, and client management toolset for solopreneurs, which seeks to empower business owners while streamlining the customer experience via SMS communication.
We spoke to Ilya Ornatov, head of growth marketing at PocketSuite to find out how they use Process Street every day to drive down costs, save time, and grow business.
The PocketSuite story
Incorporated in 2012 and relaunched in November of 2014, PocketSuite has garnered over 10,000 downloads and an impressive reputation for being the veritable Swiss Army knife of mobile-office solutions.
Forbes voted PocketSuite “best app for solopreneurs” and Apple recently added the app to its featured list, under Small Business Collections: Invoicing and Scheduling apps.
Overseeing the growth of an enterprise resource planning app like PocketSuite brings a myriad of problems to solve and challenges to overcome. Some of these PocketSuite was able to solve with Process Street.
PocketSuite uses Process Street for:
- Tracking how many support tickets have been resolved
- Managing and automating their content creation process
- Managing and automating their customer support process
- Managing and automating recurring tasks
They’ve benefited from implementing Process Street by:
- Reduced costs
- Increased productivity
- Saved time
- Improved customer support service
- Increased growth
Without a clearly defined, standard process, even the most straightforward task can take longer than necessary, and incur wasteful costs.
Rather than having a process for getting things done in a seamless manner, they were very much just figuring it out on the spot, each and every time: “The biggest goal was to create an actual content creation process as opposed to just flying by the seat of our pants and just, for example, writing a newsletter whenever we had the chance instead of actually creating a process for that.”
Another problem was the team’s Trello board. Where it should have been an asset, the Trello board was regularly over-cluttered with recurring cards, hindering workflows and causing confusion more often than not.
Similarly, customer support was facing constant pressure in an atmosphere of “putting fires out all day”, largely due to the lack of any real standardized procedures with which to guide responses.
Growing their business with Process Street
Money saved with efficient processes is money that can be put to fuel company growth.
We asked whether PocketSuite has been able to measure any reduced costs by using Process Street: “Yes, and here’s why. I can explain it really simply.
Because when you have a process that is very well detailed for how to complete a task, all of a sudden the cognitive ability required to do that task decreases. And so does the skill level of who you hire to complete it.
So, having documentation for how to do tasks allows you to, for example, take tasks that you would have assigned to a salaried employee and assigned them to a virtual assistant, which means you’re cutting the cost to less than half the amount per hour, and you’re also freeing up your salaried employee to do bigger things that are worth more per hour to the company.”
Right now there are multiple different teams in PocketSuite using Process Street, for maybe about 30 minutes per day: “Currently, the content team is using it, the marketing team is using it, and soon the support team will be as well. I see PocketSuite using Process Street a lot more in the future.”
“If I’m hiring a VA for $12,000 a year versus a full-time salary employee for $75,000 a year, I mean, what else you need to know? That’s huge, right?”
PocketSuite is using Process Street to handle multiple challenges, one such being the cluttered Trello board: “We’re integrating Process Street with Trello to manage recurring tasks.
I remember listening to a podcast with [Vinay Patankar, CEO of Process Street] that explained how to use Process Street to manage recurring tasks really well. And I implemented that and it actually started working really well!
Now we’ve uncluttered our Trello board, and have a place where we can put a lot more information than just in the Trello comments of a Trello card.”
Ilya says the whole team is more productive because of this: “Yeah; we’re more productive when we can actually see what the hell is going on in our Trello board.
In terms of time savings, it’s helped me save time from having to peruse our Trello board to try to find things.”
“…when I showed Process Street to my CEO, she was blown away”
PocketSuite was able to enhance the speed and efficacy of their support system with Process Street by building a response system around its customers, using Process Street to automate how they respond to certain support requests.
Not least affected was the content creation process. With Process Street, Ilya has been able to document the whole process and automate the workflow with integrations.
Taking it to the next level
Ilya has plans to utilize Process Street in the future to build upon the strong foundation of quality assurance and improvement via well-documented processes, with the whole marketing and support teams using Process Street.
He believes Process Street will have an impact on core metrics in the long run: “I think it will impact our core metrics a lot more in the future once we start using it on the support side, because right now we’re just using it to build the content creation workflow.”
And, there’s always room for improvement, even with currently implemented use cases: “In the future we’d like to track things such as how quickly content is being created, using metrics like the time period from when a checklist was triggered to when it was completed.”
PocketSuite has managed to tighten up their spending by eliminating tedious manual tasks, and intends to keep up the momentum with a future-facing vision for heavy process adoption.
“I think we are going to be saving a lot of time and money in the near future by using Process Street as opposed to hiring more full-time salaried employees.”