Intercept Music an innovative modern music distributor based in Los Angeles, had various challenges in managing their onboarding, sales, marketing, distribution, and release processes efficiently. To address this, they turned to a combination of Zendesk and a powerful workflow add-on called Flowset from Cloudset. It was a game changer and benefited five key areas of the business.
Onboarding
The company was struggling with the efficient onboarding of new entities, relying on a complex, manual process that involved time-consuming back-and-forth communication which was costly. By leveraging Flowset's workflow add-in for Zendesk, they implemented a standardized onboarding process that effectively coordinated tasks and involved the right people, at the right time. This improved communication and made the entire process faster and smoother.
Sales
Managing their sales pipeline for artists and labels proved to be a challenge for the distributor. They faced difficulties in keeping track of numerous leads and ensuring timely follow-ups. Flowset's workflow solution enabled them to create a streamlined sales process, automatically routing new leads to the appropriate sales representatives. Artists and labels felt more valued as they were followed up with quickly and no opportunities were missed.
Marketing
The marketing team created targeted campaigns to promote their artists through playlist submissions which weren’t always easy to track and manage. Flowset's workflow provided them with a standardized marketing process that simplified the management of targeted campaigns.
Distribution
Accurate and timely music distribution was another area of concern. They needed a solution that would ensure efficient distribution for their clients. Flowset's workflow capabilities allowed them to establish a complex distribution process, covering various aspects such as new distribution, post-release submission changes, and copyright violations. With this solution, they gained the ability to track the status of each distribution and swiftly address any issues that arose.
Releases
Coordinating their merchandise release process posed challenges for the distributor due to its complexity and the need for precise timing. Flowset's workflow solution enabled them to establish a standardized release process that facilitated the smooth coordination of all necessary steps. This simplified tracking the status of each release and ensured that everything proceeded according to schedule.
Overall, the adoption of Flowset's advanced workflow add-on for Zendesk enabled the company to streamline processes and enhance workflow. They achieved efficient onboarding of new parties, improved management of their sales pipeline, swiftly created targeted marketing campaigns, accurately distributed music on schedule, and managed their release process with ease. As a result, they have experienced business growth and were able to provide exceptional service to their clients.
Here's their CEO, Tod Turner's feedback on using Flowset:
The Flowset app has been an absolute game-changer for us!
We have several complex onboarding and support processes that involve multiple agents coordinating multiple activities. Each activity might have prerequisites, might need to be performed in a specific order, or to be efficient, some must be executed in parallel. As advanced users of Zendesk know, implementing complex workflows and keeping track of where you are in the process is not trivial to implement or maintain right out of the box. Setting up various triggers, automations, webhooks, and API integrations to enable complex support workflows is challenging and expensive.
Keeping all those disparate pieces synced and efficiently maintaining them once implemented is nearly impossible. Flowset has made it easy for us to do just that. The app virtually eliminates the need for most of these external processes by providing "micro-automations" built directly into our workflows. Workflows can be configured with parallel tasks that are implemented using sub-tickets that can automatically block the parent ticket until complete. Tickets can progress and dynamically adjust the workflow based on outcomes of previous activities and ticket form values.
Agent training is virtually eliminated because the ticket workflow guides our support agents automatically through the complex processes while providing informational prompts and full documentation if needed right from the ticket. There was a bit of a learning curve to get up and running, but it was well worth the investment. Flowset’s customer support was quick and responsive to get us past any challenges during our initial proof of concept and implementation. Once you start using the app, you quickly realize how amazingly flexible, and powerful it is and wonder how you lived without it. I 100% recommend Flowset!
