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WORK WITH MV
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CASE STUDY : New Edge Microbials

Time saving automation

 Streamlining processes with custom technology solutions  

NEM harness the best science to support sustainable farming and a healthier planet.

NEM wanted to automate their internal processes and digitally transform their manual operations to support their customers and increase efficiency.

 

The Challenge
The Solution
The Results
Book Free Discovery
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Key services:

  • Discovery Workshop

  • Automation Workflows

  • HubSpot Custom Integrations
  • Custom App development

  • Data Management

  • Custom Technology Development
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Sustainable & Scientifically proven

About NEM

NEM is the leading Australian owned producer of scientifically developed bio fertiliser, biocontrol and biostimulant products in the agriculture industry.

NEM has strong partnerships with 5 leading universities in Australia - including a partnership with CSIRO Research. 

NEM has built a sustainable agricultural ecosystem backed with scientific research that solves many problems in the farming industry. NEM’s biological products help farmers reduce their reliance on synthetic fertiliser inputs, reduce costs, increase soil organic matter and provide improved soil and plant health.

 

Project Goals

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1. Improve communication with customers and reduce costs by optimising HubSpot to its full potential. 
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2. Automate internal processes to streamline manual tasks and minimise error-prone processes.
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3. Implement digital transformation to increase accountability and data management.

The Challenge

Eliminate time-consuming tasks and manual processes to improve efficiency and reduce demand on internal resources. 

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INCREASE EFFICIENCY AND ACCOUNTABILITY 

Streamline operations

NEM has experienced great success operating for over two decades in the agriculture industry. They have the largest microbial production capabilities for agriculture in Australia. However, one of their processes was primarily manual which prevented them from scaling this aspect of their business operations.

NEM operates a ‘return-for-refund’ program for their customer's unused stock through their annual ‘‘Early Order Program’ facility’. NEM wanted to minimise the strain their processes had on resources and reduce unnecessary inefficiencies. The challenge was to implement a track and trace system to enable visibility, internal accountability and digitise outdated processes. 

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PROACTIVE COMMUNICATION

Customer Experience

NEM is focused on building strong relationships with their customers. They wanted to improve their communication with their clients to allow for deeper visibility and transparency throughout the ‘return-for-refund’ process. 

NEM uses Hubspot’s CRM software and they wanted to unify each of their systems to reach Hubspot’s full potential and relieve pressure on internal resources. 

NEMs Expectations

  • NEM was looking for a solution that accelerates their internal processes.

  • They wanted to expand their current software and tech stack to reach its full potential. 

  • They wanted a partner that understood their needs and would deliver a tailored solution with proactive problem-solving.

  • Looking for a solution that would provide a seamless adoption rate, with a team that is dedicated to successful change management.

  • Wanted a team who specialises in improving efficiency, minimising risk and implementing time-saving automation.
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Our Process:

Discovery workshop → Custom tech development → Hubspot automation →  Set up for success

Our Solution

Implement time-saving automation, increase efficiency with technology and enable a smooth adoption rate with minimised risks. 

 

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Track and trace system

Custom technology development

We developed a custom-built app to track, store and organise data for managing the customer returns in the NEM ‘return-for-refund’ program.
 
This removed manual tasks and relieved employees from managing ineffective processes. It also reduced the number of human errors and eased the strain of managing documents.
 
We digitised NEMs processes to speed up the returns process and improve scalability. This was a significant improvement for NEM's internal resources. With a highly successful and fast adoption rate, it had a positive impact on operations immediately upon deployment.
 
Removing paper processes and replacing manual tasks with a custom built app, helped fast-track daily tasks and assisted employees with managing their responsibilities. 
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Time-saving Automation

Automated workflows

We integrated the new data and custom app with Hubspot’s CRM software to ensure consistency across all platforms.

This enabled NEM to further build out their communication strategies. We designed email templates, automated workflows and built forms in Hubspot to capture product return information.

Each automated workflow was designed to remove friction in NEM's processes and increase efficiency. 

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Increase efficiency

Customer Experience

Implementing technology to overcome manual processes and sync customer data across platforms enabled NEM to fast-track their returns, which increased customer satisfaction rates.

Through automated communication strategies NEM were now able to proactively notify both their internal departments and their customers through triggered emails. This enabled the returns to be fully tracked and traced. 

This added to the transparency of their operations and improved the customer experience by implementing solutions that prevented customer issues from occurring. 

The Outcome

NEM's digital transformation and task automation had significant improvements for their operations with increased visibility and customer support. 
TIME & RESOURCES SAVED

Visibility

NEM’s customers now have full transparency over the returns process. They are notified at every stage and are proactively informed of the necessary information. This has reduced the number of customer calls significantly relieving NEM’s employees of time-consuming tasks. The sales teams can now focus on building strong customer relationships instead of managing returns.

OPERATIONS MANAGEMENT

Track & Trace

NEM is now notified when a customer requests a return, enabling them to prepare for deliveries proactively. Track and tracing enable NEM to have accurate data and insights into their operations and business performance. Helping them to make informed business decisions.

INCREASED EFFICIENCY

Automation

NEM can maximise cost savings with a streamlined approach by increasing efficiency and lowering risks. The automated workflows removed error-prone tasks and relieved internal resources of managing time-consuming processes. The adoption from employees was highly successful, with a quick transition and no resistance to this change.

END-USER EXPERIENCE

Customer Support

Through consistent and timely communication NEM has and continues to deliver an excellent customer experience. NEM's customer response to this new change was highly welcomed and appreciated. NEM's customer-first approach enables them to continue to support their customers through personalised communication strategies.

Exceeded NEMs Expectations

Modern Visual was great to work with, we needed a very timely solution and they delivered high quality support. Everything was efficient and smooth running and their experience and knowledge really showed after speaking with them. We highly recommend Modern Visual to anyone looking to solve complex problems, they are professional and great to work with. We’ve just started our next project with them and will continue to work with Modern Visual due to how well they performed.

Simon McMaster
Principal | NEM

It was a pleasure to work with Simon, Carly and NEM's team. We are thrilled to be able to help NEM develop technology solutions to solve complex business problems. It has been delightful to see their successful outcomes. NEM are an amazing team and we are so happy to continue working with them. 

Luke Trewin
Director | Modern Visual

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