A leadership consultancy (founded by the person who negotiated the Disney x ESPN merger) needed a digital innovation partner to help them move their in-person event ticket sales off of Eventbrite and reimagine their website experience for high-ticket customers.
Hypergrow helped them:
- Automate dozens of processes that used to be manually done by team members, saving hundreds of hours of work.
- Take the information they had around each event and translate those into beautiful, informational, and high-converting landing pages targeted around each event’s specific customer.
- Move all ticket sales to their own website, powered by Stripe.
- Create new upsells for ticket purchases (like one-on-one coaching opportunities during multi-day events)
- Centralize all their customer data into a CRM with an automation-first approach (Pipedrive)
- Design and create a multi-step onboarding flow for customers where intake form answers are collected and their onboarding call is scheduled directly after ticket purchase. All of these steps used to be completed via manual outreach and follow-up to each customer.
- Create a top-down view of their pre-event inboarding process so they could see where each customer was in the onboarding flow and reach out to them right from the dashboard to push them along or offer help if needed.
- Create automated follow-up emails to remind customers of any onboarding steps to-do before their event date.
- Reimagined website architecture and customer flows to increase ease-of-use.
- Redesigned the landing page for their most expensive offering, a retreat with tickets in the $15k+ range, to highlight a luxury experience where inner transformation and relaxation went hand in hand.
Behind the scenes peek: Event automation
Automation for all ticket purchases made on the website to sync with their correct pipeline in Pipedrive and include a note of all the checkout question answers on that customer’s deal card.
Pipedrive used as customer onboarding dashboard:
The customer journey for each event was mapped like the above. Each column triggered different automations including welcome emails, follow-up and reminder emails set on a delay, etc. The pink and purple tags on each card lets the viewer see if the customer has completed two important forms necessary for them to do before their event, if they’ve just completed one, or if they have not done so at all. This centralized all customer information, history of contact, etc. for all employees.
Event customer-facing onboarding:
For the customer, they’d go to the event page > go to checkout with the ticket in their cart > upon checkout they are redirected to complete the first assessment form > upon submission, they’re brought to the second form to fill out. These form answers are then synced into Pipedrive so the client team can access them centrally.
All pages gallery
Before & After:
