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October 27, 2017

#MergeMasters - Infiniti Telecommunications

In our #MergeMasters series, we like to highlight how customers are using WebMerge and highlight the impact WebMerge has had on their business.  Today, we're highlighting Infiniti Telecommunications, a leading communications provider specialising in new PBX, IP PBX, and Hosted PBX Phone Systems.

Company Name: Infiniti Telecommunications
Industry: Telecommunications Services
Apps Used: WebMerge + Infusionsoft

Can you tell us a little about your business?

Infiniti Telecommunications is a leading communications provider specialising in new PBX, IP PBX, and Hosted PBX Phone Systems for businesses large and small across Australia’s eastern states. We work closely with our clients to develop solutions that target their needs, but we don’t just sell & service phone systems.

Across the Telecommunications Group, our range of products, services and divisions have grown to include Australia’s largest provider of wireless, corded, USB, and Bluetooth headsets via our Simply Headsets division. We also provide phone lines, call plans, and internet services through our SpringCom brand. These two divisions also run their own Infusionsoft accounts, separate to that of the Phone System division.

With the aim of making life for our Infiniti clients as simple as possible, our phone system proposals are written with clarity and simplicity, so there’s no confusing fine print. We also offer services including professional on-site training, hassle free installation, and we give businesses the option to rent, lease, buy, or bundle their solutions. And because transparency and customer satisfaction is so important to us, we also offer Australia’s only 100% money back guarantee on all of our solutions; if our clients aren’t happy, we’re not, either.

The Infiniti team provides local care and support to businesses in metro and regional areas across Australia and, unlike virtually all of our competitors, we do not engage in traditional outbound cold calling to generate leads; since that pivot in 2004 our proactive marketing continually generates all of our leads with warm inbound enquiries.

The fact that we are independently owned and operated, and the entire Infiniti team is based 100% within Australia, keeps us aligned with our original philosophy, and helps us maintain what’s important to us. It’s the same thing that’s important to our clients; genuine, reliable, and transparent telco that helps businesses reach their full potential.

Walk us through what solution you were using before WebMerge.

Before WebMerge we just copied and pasted information out of our CRM, Infusionsoft to Microsoft Word documents to create Scope of Word documents.

We had a central folder on our server with templated Word documents.

What problems were you running into that led you to search for WebMerge?

There was one big factor that lead us to search for WebMerge that was to find a better way to create ‘Scope Of Work’ documents. This document is used when the sales team sell a new phone system to hand over all the relevant information across to the service & install department.

Our main motivating factor that led us to search for WebMerge was the amount of time our sales team were spending copying and pasting information from our CRM to Scope of Work documents. On average the sales team took 30 minutes to customise our templated documents.

We looked at giving this task to the admin team to do, however we felt that may cause some delays when creating Scope of Work documents as we don’t have the resources to have a staff member available all day to do this. Plus If we handed it to the admin person, we would also miss information or context that is required to be collected for the Scope of Work document.

How are the things different for you now that you use WebMerge?

Since we started using WebMerge the biggest change is that our Scope of Work document creation process now takes seconds, not hours. This means the length of time between when sales receive a signed contract from a new client and the ability for the service department to start the fulfillment process has been greatly speeded up. So our customers receive a better experience from us.

A lot of the information that needs to be passed over on the Scope of Work document is collected in the sales process and stored in Infusionsoft. This is information such as contact name, email address, phone system install address & overall requirements. Previously there was no way to get this information from Infusionsoft to our Service team and into a presentable document to show clients without copying it into our pre-templated word document.

Now when a new customer sends back a signed contract, the sales team member just opens their contact record inside Infusionsoft and fills out an internal form with a few extra pieces of information that are not collected in the sales process. When the sales team member then submits this form it sends all the required information to WebMerge & onto the service team.

Also, another benefit we have received from using WebMerge is that the sales team now ask a more structured set of questions when talking to a new customer as they all appreciate how the information entered inside Infusionsoft will both affect and speed up the process of fulfilling a new customer order.

This has been extremely beneficial for every department in the business from the admin team who send the welcome packs to the on-site technicians who do the phone system install itself.

Can you estimate how much time you are saving with WebMerge?

WebMerge is saving the sales team around 20 hours a month. Allowing them to do more of what they do best, discovery calls with clients and working with clients to find the best phone systems solutions for their businesses.

Can you summarize in one sentence what difference has WebMerge made for your business?

WebMerge has saved our sales team 20+ hours a week already and there are more time savings and increases in conversions to come.


6 min read

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