How Scratchpay significantly reduced onboarding
Scratchpay, a Pasadena, CA-based company, provides point-of-sale financing at veterinary clinics for pet owners who need to pay for unexpected pet care.
- Industry: Financial Services
- Location: US
- Key feature: Kixie
Through CRM Pipedrive and fully integrated phone service Kixie, Scratchpay significantly reduced onboarding time and more than doubled their sales team.
8%
Increase in clinics that rate Scratchpay’s phone support highly
3
Number of hours to onboard new reps, reduced from 2 days
2.5x
Amount sales team has increased in size
The challenge
When it’s time to build a relationship and turn a vet clinic into a happy Scratchpay partner, the phone call is king. However, Scratchpay’s reps were struggling because they were having to manually log calls, which was a waste of valuable time and energy. Dialing the number for each call also led to several lost hours per month.
The managers were struggling because there was no way to listen to reps’ call recordings to ensure they were doing a good job on the phone, or to provide context to future reps regarding past conversations with the clinic. Call statistics were non-existent, making it even harder to track salespeople’s performance.
Angela MorrisetteScratchpay’s partnerships director
Angela MorrisetteScratchpay’s partnerships director
The solution
Thanks to CRM Pipedrive and fully integrated phone service Kixie, Scratchpay reps can easily manage their pipeline and phone solution from one dashboard, with plenty of automations to streamline the process, saving time and effort. Managers, meanwhile, can access accurate statistics from both Kixie and Pipedrive’s sales dashboards.
Meanwhile, Scratchpay’s Pipedrive integration with Zapier automatically creates both a contact and a deal when a clinic signs up. From there, one of Scratchpay’s sales managers is alerted about the new clinic’s inquiry, they then assign the Pipedrive deal to the salesperson that best fits the clinic’s needs and the salesperson begins their sales process.
The results
Since moving to Pipedrive and Kixie, Scratchpay has seen a rise in its Net Promoter Score (NPS) thanks to its dramatic improvement in phone support. From Q1 to Q2, Scratchpay’s first two quarters using Kixie and Pipedrive, the percentage of partner clinics who rated Scratchpay’s phone support highly jumped from 62% to 70%.
Pipedrive and Kixie’s easy-to-use interfaces have also decreased onboarding time. Before their partnership with Pipedrive, it took Scratchpay three days to onboard a new rep. Now it takes a three-hour training session. This time savings has allowed Scratchpay to easily grow its sales team from two reps to five.
Angela MorrisetteScratchpay’s partnerships director