How IMI doubled marketing efficiency

Prior to using Spotler, IMI was using Salesforce CRM and Pardot as their Marketing Automation software. They were in the process of transitioning from Salesforce to NetSuite CRM. As they were not overly keen on Pardot, due to several limitations, it made them think about switching to their Marketing Automation platform simultaneously.

The IMI team got together and researched the best options available to suit their new NetSuite CRM. Spotler is the only accredited, trusted NetSuite Partner, so it seemed a no-brainer. IMI also used a third-party marketing company that provided information on web hits. As you can imagine, it sounds like there were a lot of platforms going on and data coming from all over the place, but nothing really aligned and created a clear journey.

By moving over to Spotler, the team could consolidate all of that into one platform and finally move away from Pardot and the third-party company.

We sat down with IMI’s Inbound Marketing Specialist and IT Manager/ Executive Assistant to learn more about their journey with Spotler’s Marketing Automation Software.

What were the main frustrations you faced?

Pardot is not as user-friendly as Spotler, particularly when it comes to creating email templates. Equally, Pardot was challenging to work with. Whenever we needed technical help, we were often sent a document to work on our own and figure it out as we went! It took a long time to resolve the issues.

“Pardot is not as user friendly as Spotler, particularly when it comes to creating email templates”

Spotler prides itself in our unrivalled support services. Live chat, email or phone. Our support technicians are on hand to help at any time you need. As a business we are heavily invested in our clients marketing strategies and use of our software, we want them to get the most of our platform and make sure they are utilising it to its full potential to see the results they need to succeed.

All of our clients have a dedicated Account Manager who is on hand to offer advice, support and understand your situation and what you are trying to achieve.

What was the big moment that made you decide to try something new?

We were unsatisfied with Pardot’s service, not only because our account manager did not help and provided minimal training, but also because the platform overall was not very user-friendly. When we switched our CRM to NetSuite, we knew it was time for a change! We looked into all of our options and decided that switching our email platform also meant switching our CRM.

One of the main reasons to try Spotler was that it directly integrated with NetSuite. Having NetSuite as our one source of truth is crucial, and with Spotler information being visible in NetSuite, the entire organisation would see everything in one place. If we had chosen another platform, there would have been third-party integrations involved, and we wanted to connect platforms as seamlessly as possible.

After deciding Spotler was the way forward for IMI, the sales and onboarding process was seamless, which they wanted.

What is your favourite feature and why?

So far, I have a few. The platform is pretty user-friendly, including all builders—email, form, and survey. I also appreciate the consistent communication with our onboarding team and the help desk when I needed it. They covered all of our questions, and there was never a time when I felt limited by “hours.”

Everyone has been great to work with and very helpful and friendly. If the person we spoke with had no answer, they would find it for us.

NetSuite integration

“Everyone has been great to work with, helpful, and friendly.” I like that we can see the majority of the information in both places. This is great because the rest of the organisation can get into NetSuite and see what they need to see, whether it’s email-related or just normal NetSuite information. I also like our ability to create custom saved searches/reports/and dashboards in NetSuite that can be shared with everyone, all in one place.

Lead nurturing

Currently, we either follow up with a call or email or create nurturing campaigns. We started doing this last year and hope to build out more nurturing workflows in the future.

How did you find the Sales, Marketing & Onboarding process?

The onboarding process was great, and I don’t have any issues with it. We felt supported every step of the way, and all of our questions/issues were answered and resolved promptly.

It was a real partnership and not just a sale, which is IMI’s goal when we work with our customers, so it’s been a great fit.

The results

“I felt like it was a real partnership.” Our most significant success so far has to be the integration with NetSuite. When we initially set up the integration, we ran into several different speedbumps because of how customised our NetSuite environment was compared to other clients ‘ and how things are set up in Spotler.

This resulted in Spotler needing to add a tech update to their quarterly integration update. Even after that speedbump, we ran into a few more – but I always felt like Spotler was willing to figure it out and work through it so they could make it work for us. The support team that we worked with was extremely knowledgeable and kept us updated along the way.

I appreciated the continuous work of figuring everything out, even though it took some time. It showed that they wanted to make it right for the customer and solve the problems.

Spotler had all the features we need

With any software implementation, a knowledgeable, friendly, and responsive support team must be in place. “Spotler had all the features we needed.” Spotler had all the features we needed, and that, combined with their support, is why we felt that we would be best able to achieve our marketing goals with this platform.

Even when faced with a deal-breaking configuration issue, due to our customisation of NetSuite, the Spotler team responded by making an enhancement to their integration package to accommodate our needs. We look forward to working alongside IMI over the coming months to launch their nurture programs. We can’t wait to see where the platform takes them. Working with the team so far has been a pleasure, and we love having them onboard!