The problem
RevGen struggled to manage communications across multiple channels, resulting in a 2-week onboarding process and limited client capacity per account manager.
RevGen, a fast-growing demand generation agency, faced a major challenge in managing client communications effectively. As they scaled, keeping conversations organized became difficult. “The biggest challenge we faced is as we got our name out there was we actually need to now manage this business and keep these clients on board and happy,” says Michael Davies, founder of GroupGen.
With clients preferring different communication methods—some via WhatsApp, others through Teams, emails, or phone calls—it became tough to keep everything aligned. “Being able to communicate with all of these different stakeholders and keep it all aligned in a clean linear conversation became a bit of a challenge,” Davies shared. This disjointed communication hampered their ability to track where clients were in their journey, whether during onboarding or managing long-term relationships.
Additionally, internal processes were facing challenges. RevGen was looking for a system that would enable their internal team to collaborate more efficiently while also providing clients with a seamless experience. “We needed a clean system in place where whether or not we spoke to people via email or through our portal, we had to keep track of all these conversations,” Davies added.
The solution
Moxo provided RevGen with a centralized, white-labeled platform that reduced communication silos by 100% and created a professional client experience.
RevGen adopted Moxo to streamline and centralize client and internal communications with a user-friendly, white-labeled platform that enhanced professionalism and efficiency.
RevGen turned to Moxo to streamline their internal communication and client interactions. The solution was simple but effective. “When we came across Moxo, it was a shining beacon for us,” the RevGen team said, emphasizing that Moxo’s software provided everything they were looking for—clean functionality, ease of use, and a white-labeled solution that projected professionalism.
Moxo enabled them to centralize communication with clients and within their team. The platform’s ability to white-label and fully integrate into RevGen’s operations made it appear as if the entire system was built internally, enhancing their brand’s credibility. “ We immediately had this presence of a much bigger organization who had their act together and it was all nice and professional,” Davies noted.
Additionally, the platform's step-by-step process allowed RevGen to clearly communicate with clients. Whether it was managing the onboarding process or tracking ongoing projects, Moxo offered a platform that streamlined communication, letting both the internal team and clients see what needed to be done. “We were able to onboard more people and have more communication and more conversations because everything was drawn into one place,” RevGen said.
The result
RevGen reduced onboarding time by 70% (from 2 weeks to 4 days) and increased client capacity per account manager by 50%.
Moxo significantly enhanced RevGen's internal communication and client onboarding process, improving efficiency, and increasing client satisfaction and retention.
The results of using Moxo were immediate and impactful. Internally, RevGen saw an improvement in organization and communication. “Everyone could speak internally to one another. I can speak to my team directly, they can have group conversations, it gave us a platform where everyone could immediately communicate with each other in a universal way,” they shared. This internal clarity reduced time spent on administrative tasks and allowed RevGen to focus on growing their business.
A significant improvement was noted in their onboarding process. “We measured the onboarding time because that was essentially the biggest pain point we had. Our average onboarding used to be two weeks. That onboarding process is now down to about four days,” RevGen shared.
From the clients’ perspective, the journey became much smoother. “Immediately, they can see that we are a bigger player in the market than someone who's going to send them something in PDF format,” RevGen explained. The seamless integration of DocuSign and invoicing systems within Moxo helped RevGen provide a unified, transparent experience for clients, improving trust and efficiency.
Perhaps most importantly, Moxo allowed RevGen to handle a greater number of clients without compromising service quality. “We are seeing that each account manager can clearly look after at least 50% more clients by having the right tools in place,” RevGen said, emphasizing the significant cost savings and operational efficiencies achieved. Clients also appreciated the transparency and ability to access information on their own, which led to better client retention and overall satisfaction.
