Netalico is a boutique e-commerce agency that helps its clients get the most out of their online stores with data-driven, conversion-focused services. As an agency, Netalico works with a host of clients, each with their own way of doing things. Sometimes that just means adjusting contracts and processes on a case-by-case basis. But in Netalico’s case, that often meant learning to wrangle whatever work management tool their client was using.
Find out how Mark Lewis, Founder and Owner of Netalico Commerce, used Unito to create a seamless experience for their clients.
Too many emails
As Netalico’s founder, Mark Lewis does a little bit of everything to keep things running smoothly. Before Netalico started using Unito, prioritizing and dispatching work followed a two-tiered approach. The first step was to log into a shared inbox management system to sort through dozens of incoming emails, ferreting out tasks that needed to get done. Finding these tasks often meant finding notifications from various project management tools buried in the email noise. And that was just step one.
Step two was to actually log into a customer’s work management platform of choice, be that Trello, Asana, or Basecamp, to find updates and tasks. These updates would then have to be manually copied over to Netalico’s internal Asana projects. “There was a huge loss of time looking for updates, copying them back to our system, or simply having to sort through hundreds of emails,” Lewis says. This meant information could easily fall through the cracks if people weren’t careful.
A new process for each client
Because each client had their own way of doing things, the people at Netalico had to work out a new way of finding updates with every client. That gets tougher as the organization grows: “Having so many sources of communication creates additional confusion. Everyone has to remember whether they said something in Slack, email, or a task manager.”
And this difficulty existed even when Netalico shared a tool with their clients; they’d have to switch instances constantly to keep track of updates. So while something like Asana’s multi-home feature is great for collaborating across the same instance, it’s not as useful when you have to hop into a client’s Asana instance.
A flexible tool for every use case
With Unito, Lewis was able to build a series of one-way workflows between his team’s Asana projects and the tools used by their clients. This meant that, no matter what their clients were using, Netalico could get crucial updates without having to switch tools or check long email chains. “There’s no need to be constantly checking for updates, and we don’t need to figure out if there have been any changes without us noticing,” Lewis says.
Many Unito clients use two-way workflows to get information from one tool to the other and back. But for Netalico, it was important that not all changes made in their internal Asana projects wound up in their customers’ projects. So they use a Netalico account in a given client’s tool of choice to share updates their clients need. These updates are then reflected in Netalico’s Asana projects, along with any comments or changes made on the client side. Why set things up this way? As Lewis puts it: “since the link is one-way, we can discuss things internally while keeping the customer’s boards clean of noise.”
Because Unito is so flexible, Netalico can make sure that only crucial updates get through their workflow. Then, if needed, they could also build two-way flows between tools with just a few clicks, giving them more control over how much information they communicate.
No missed updates
The impact of using Unito is two-fold for Netalico. First, it ensures that no important updates go missing. Because modern agencies use so many tools to get things done, it’s easy for a crucial bit of information to get lost in one channel without ever getting to its recipient. That can lead to frustrating delays for clients and potentially awkward conversations.
More bang for your buck
But there’s one impact that’s easier to measure. “Unito saves us time we can use to pay attention to what really matters; solving our customers’ e-commerce challenges,” Lewis says.
They say that time is money. That’s doubly true when you’re a digital agency. For Mark Lewis and the team at Netalico, not having to copy and paste information across tools for every single client means their clients get more for their money. That’s good for business and good for everyone involved.
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