Case of permanent make-up studio Monalico. Implementation of CRM, automation of communications, workflow – Brutal Marketing

Monalico - permanent makeup studio in Barcelona, Spain.

Site: https://monalico.com/
Number of employees: 6

Monalico - is a center specializing in step-by-step eyelash extensions and eyebrow design, located in Barcelona.
The studio also offers coloring and permanent eyelash treatments.

By May 2021, the founders of Monalico made decisions to introduce Kommo CRM into the beauty center, to improve the quality of work with leads and clients, and create a technical support department for existing clients. The peculiarity of the request was the unification on the basis of one account of the crm-system of processes and sales of the services of the center. In the process of processing applications, there was a serious problem of accounting and distribution of applications between the masters of the salon, breakdown into different services and categories, directions.

Monalico owners determined for themselves that they need a CRM system for a beauty salon, which will help automate and structure the work of the studio. At that time, Google Spreadsheets, Bitrix, notepads were used to work from the client base.

After the request of the customer, on the basis of the previously completed brief, we interviewed the head of the company, found out the details of the business processes, and after the formalities, we got to work.

First, based on the results of the brief, we set up sales funnels, fields, and automatic tasks. After an intermediate audit of the work done, we started setting up the integration of Kommo CRM with the Monalico website and social networks.

Now, after filling out the forms, the request immediately goes to the right CRM funnel, depending on the type of request. We then set up the Digital Sales Funnel. When a request is received from the site, the system assigns it to a free manager (the appointment of a responsible manager depends on the number of open deals for him). As soon as the manager becomes responsible for the lead, the system automatically creates a deal card and sets the first task.

The next step is to call or contact the client, identify the need. Based on the results of the interview, we have created special fields for high-quality work with transactions. For the manager on the screen, the system highlights all the fields that he needs to fill out.

We also made CRM integration with Facebook and Instagram pages. Now the manager, when receiving a new lead from Facebook, can call the client directly from the Kommo CRM, and this conversation will automatically be displayed in the deal / client card - in the future it will be possible to listen to it in two clicks.

During the initial interview with the client, we found out all the processes that happen to the client when moving to each stage of the sales funnel. And based on this data, we built the automation of the funnel:

- collecting data on the client's health;
- when a client comes to the salon, the system tracks his visit and automatically generates documents in pdf format, which can be printed, sent to a messenger or to the client's e-mail.

Kommo CRM automatically tracks the time of a client's visit and, depending on the time left before the procedure, moves the deal through the stages of the sales funnel.

Also, depending on the stage at which the transaction is moving and the service for which the client is registered, a notification is sent to the lead's messenger or to an e-mail with a reminder of the visit.

A feature of the system was the funnel for "boosting" customers to purchase a service - using the Digital Funnel, we automated the work with objections and reasons for the client's refusal.

After the implementation of the Kommo CRM system, staff training was carried out, the customer received an individual link to the video (recording of training in the system) to access the training of managers (both current and new).

As a result of developments and integrations Brutal Marketing, Monalico beauty salon team received a convenient system with automated work of the permanent make-up center. Due to the maximum simplification of all operations, applications are recorded and processed in the shortest possible time.

The system itself now controls the workload of managers. Convenient widgets and integrations saved managers from a large amount of routine tasks.

As a result, Kommo guides sellers through all stages of sales and allows you not to miss a single important detail.