How digitalization transformed PPC System: A case study

PPC System is a dynamic online marketing company dedicated to helping Polish businesses increase their visibility in Google search results. With a team of 200 consultants, the company primarily operates through its own call center to provide services. Since its inception, PPC relied on off-the-shelf management solutions, supported by spreadsheets and VOIP systems for handling outbound and inbound calls.

‍

A visionary leader driving change

At the heart of this transformation is the owner of PPC System—an entrepreneur and visionary who recognized the need to enhance the company’s processes. He sought the ability to monitor the performance and effectiveness of the company’s operations, as well as that of individual salespeople and implementation teams.

‍

Challenges and issues faced by PPC

PPC struggled with the inability to track employee efficiency. Many contracts were returned unsigned, significantly impacting revenue. Without a proper CRM tool, the owner found it challenging to manage the company effectively. These challenges served as a catalyst for the decision to develop a custom management system and an application to coordinate the work of the call center. 

‍

Starting the collaboration and system design

With clearly defined problems in mind, the PPC owner reached out to us for assistance. Our collaboration began four years ago, with the goal of continuously improving the company’s systems and supporting its growth. We started by designing and implementing the system with a small team consisting of two developers and the PPC System owner.

‍

‍

Key features of the implemented system

Our objective was to create a system that would completely transform the company. We focused on developing an application for company and personnel management, a VOIP call handling system, and a client service application. Over the years, our team has grown to six members. The main features of the implemented application include:

• Sales Monitoring (CRM)
• Delivery tracking through integration with carrier systems
• Human Resources and Payroll
• Making and receiving calls (VOIP) using technologies like Asterisk and WebSocket
• System for monitoring outgoing and incoming calls
• Real-time call listening

‍

Implementation process: From planning, software development to testing

The system implementation was a multi-stage process. The first step involved detailed planning, designing, and implementing solutions. We then conducted employee training, data migration, and system testing. At every stage, we overcame challenges thanks to the dedication of the team and the support of the owner (acting as the product owner).

With the new system in place, the company gained the ability to monitor employee performance and the effectiveness of their actions. The number of unsigned contracts decreased, positively impacting revenue. The CRM enabled better management of the company’s operations, making PPC more efficient and organized.

‍

Impact of the new system on efficiency and revenue

The call monitoring system helped improve the conversation scripts, significantly boosting sales effectiveness. It also allowed the company to substantially reduce the costs associated with maintaining external systems.

Looking back, we see that the key to success was the owner’s commitment and determination, coupled with our team's collaboration. Each step was a learning experience, and each challenge was an opportunity for further growth. Through continuous iterative collaboration, we delivered a reliable tool perfectly tailored to the client’s needs. At the same time, the implemented systems are flexible enough to accommodate changes, allowing the application to adapt to the dynamically changing market and the company’s ongoing growth.

‍

Future plans

PPC System doesn’t intend to rest on its laurels. The company plans to continue developing the system, adding new functionalities, and continuously improving existing solutions. We are currently working on a new application for monitoring and analyzing Google business listings, which will further enhance the company’s ability to support its clients.

The story of PPC System is one of vision, determination, and innovation. Through our collaboration, the company underwent a remarkable digital transformation that completely revolutionized its operations. This is a perfect example of how the right tools and commitment can lead to spectacular success.

‍

‍