Passion Fruit Partners

BACKGROUND

Introduce your business and what you do there.

I’m the digital marketing and development supervisor of Therapeutic Health Services, so I oversee our website, Google advertising, and social media channels. We provide addiction treatment and mental health services in the Seattle area, as well as counseling and other means of support for both adults and youths to help them with their behavioral health. Additionally, we’re one of the leading providers of medication-assisted treatments in Seattle for people suffering from opioid or prescription painkillers addiction.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Passion Fruit Partners?

We created a digital patient pipeline, wherein if someone submits a lead form on our website, it is transmitted to our team so that a staff member can follow up and get the patient scheduled for their first appointment.

In order to give our staff members the best possible tool, we decided to do a Salesforce implementation. That was the best software we could think of, considering that, by using it, our software could be HIPPA (Health Insurance Portability and Accountability Act) compliant.

Thus, someone recommended contacting a vendor who could do the actual implementation, which was definitely the right call because I couldn’t have done it myself.

SOLUTION

What was the scope of their involvement?

Passion Fruit Partners helped us do a Salesforce implementation that allowed us to oversee incoming online inquiries for services. Additionally, they gave us enough training so that we could use it for other similar applications.

Thus, we can use the software for internal referrals to services and other things like that. It became an essential tool, and it works together with our new website in a very symbiotic way.

What is the team composition?

We worked with around four people from Passion Fruit Partners on this project. Benjamin (Partner) handled our contracting process and got us started with the project management. Then, we worked with Reagan (Director of Operations). Unfortunately, he had to step out, so Claire (Partner) and Jennifer (Salesforce Business Analyst) stepped in to fill the gap and help us with the development of this project.

How did you come to work with Passion Fruit Partners?

Our account manager from Salesforce recommended Passion Fruit Partners to us, we met with them, and we ended up going forward with their bid. We only met with them, but after they gave us their pitch, we were impressed.

How much have you invested with them?

The Salesforce implementation cost around $14,000.

What is the status of this engagement?

We started working together around September 2020, and they finished the implementation in November 2020. However, we recently hired them again for another project.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

We measure the success of this project based on the leads conversion rate. We’ve been using this software for almost a year now, and we’ve got a total of 800 conversions. Previously, we got less than 200 conversions in the same period of time.

Our conversion rate went through the roof, quadrupling itself, and this Salesforce implementation was the cornerstone of that change. This extremely successful project helped us manage our data better, making our system as seamlessly as possible.

How did Passion Fruit Partners perform from a project management standpoint?

Passion Fruit Partners’ project management was amazing, and they were very responsive to our requests; I would give them a perfect score. We didn’t have a good understanding of how Salesforce worked, to begin with. However, by the time we finished the project, they had provided me with enough education that I’d been able to run it for a year without practically any help. They set the way for our staff to succeed.

I’ve worked with various companies on these types of projects before, but Passion Fruit Partners really stood out from the rest. They seemed to care about our mission, and they ensured that this tool would help us serve that.

In terms of further engagement, they’ve kept in touch with us to ensure everything is working properly; it is fantastic. Overall, they’re an amazing company. We communicated mostly via email, phone calls, and Zoom meetings. We also shared some Google documents.

What did you find most impressive about them?

Passion Fruit Partners’ customer service and product knowledge were impressive. As for their customer service, they really knew how to help us and listen. They took what we needed and did it immediately.

They went beyond what we thought they would do for us, helping us figure out all the intricacies of the system that we wanted to build. This was also proof of their other strength; their product knowledge.

We used a lead form system that they had never used before, but before the end of the project, they were experts on it. Of course, in addition to this, their Salesforce knowledge was par none; it was phenomenal.

Are there any areas they could improve?

Honestly, no. I had never worked with a company as put-together and responsive as they were.

Do you have any advice for potential customers?

If you’re looking to do an implementation, think about what this solution needs to be so that, when you walk into the process, you already know where you want to go.