Helping a leading Field Service Management platform increase sales, strengthen onboarding, improve responsiveness and extend customer-facing support across global markets.
About the client
OctopusPro is a cloud-based Field Service Management application designed to help service businesses manage the full customer journey from one platform. The system brings together lead capture, quoting, online booking, scheduling, job management, invoicing, payments and customer communication, giving businesses a single operational platform to run and grow their services.
Serving a wide range of industries, OctopusPro is designed for businesses that need a modern, scalable SaaS solution. Its flexible model allows customers to sign up directly through the website, access support resources and begin their onboarding journey quickly, making it well suited to businesses looking for a more efficient and accessible way to adopt field service software.
Draft quote for approval — Jessica Help, Operations Director, OctopusPro
“We have a strong platform and a scalable SaaS model. What we needed was the right customer-facing support to match our growth.”
The Challenge
As OctopusPro continued to grow across the UK, Europe, North America and Canada, the business needed knowledgeable people in the Northern Hemisphere who understood the platform and could support customers in the right time zones.
Because OctopusPro is a true SaaS application, customers are able to access the platform and sign up directly through the OctopusPro website. For users who are comfortable with sophisticated systems, the self-service onboarding model and user guides provide a strong starting point. For customers who need additional help, OctopusPro offers a free onboarding call to provide that initial setup support and help them get up and running.
This model works well and supports scale, but it also creates a capacity challenge as conversion levels increase. With the core team based in Sydney, Australia, there was a growing need for additional customer-facing resource to support international growth and ensure prospects and customers continued to receive a high-quality experience.
Draft quote for approval — Jessica Help, Operations Director, OctopusPro
“As demand grew internationally, we needed knowledgeable support in the right time zones to help us maintain momentum and deliver a strong customer experience.”
The Solution
InsideEdge was brought in to provide that additional support. After the initial discussions, the partnership moved quickly. Access to the system was provided on a Friday, and by the following week InsideEdge was already delivering onboarding calls to OctopusPro customers.
InsideEdge was able to understand the platform in a very short space of time and start adding value almost immediately. Rather than acting as an external supplier, InsideEdge quickly became a natural extension of the OctopusPro team, providing practical support to customers at an important stage of their journey with the platform.
What started as support for free onboarding calls soon developed into a wider role, with InsideEdge taking ownership of incoming enquiries, follow-up activity, sales demonstrations and support for businesses requiring more personalised implementation assistance.
Draft quote for approval — Jessica Help, Operations Director, OctopusPro
“InsideEdge came up to speed incredibly quickly. They understood the platform, represented OctopusPro well and were able to start supporting customers almost immediately.”
The Results
The impact was immediate. By extending its customer-facing capacity, OctopusPro was able to free up more internal focus for product development and marketing, while maintaining strong support for new and existing customers.
Following the success of the initial onboarding support, InsideEdge’s role quickly expanded. Today, InsideEdge works as an extension of the OctopusPro team, managing all incoming enquiries, follow-up activity, sales demonstrations, free onboarding calls and premium implementation support for customers who want a more tailored rollout.
What began as a solution to support growth in the Northern Hemisphere has now developed into broader global support coverage. InsideEdge now helps OctopusPro support customer engagement not only across the UK, Europe, North America and Canada, but also as part of its wider global customer operations.
Draft quote for approval — Jessica Help, Operations Director, OctopusPro
“The impact was immediate. InsideEdge became a trusted extension of our team and now supports us not only in the Northern Hemisphere, but across our wider global customer operations.”
Closing statement
By partnering with InsideEdge, OctopusPro strengthened onboarding, increased customer-facing capacity and built a more scalable global support model to support continued growth.
