BACKGROUND

With business growth and an expanding workforce, several challenges have arisen in FOMO Pay's daily workflow and team collaboration. Their previous tools are no longer sufficient for handling the increasing volume of tasks, projects, and client requests. As a result, they recognize the necessity of adopting a more integrated working system to address these challenges.

The Challenges

• Alignment and Communication Flow: More standardized communication processes were needed to ensure efficient information transfer, improve customer satisfaction, and enhance responsiveness to client needs.

• Task and Project Management: Workflows needed further optimization from consolidating tools to enable more efficient management of the increased tasks and projects.

• Cross-functional Collaboration: As product features were launched and modified, a streamlined approval process was needed to reduce wait times and accelerate the development cycle.

Solutions

Streamlining Customer Onboarding with Lark Form and Lark Base

At FOMO Pay, ensuring a smooth handoff from Sales to Customer Success Management (CSM) is crucial for customer satisfaction and growth. However, dealing with the increasing demand from customers, FOMO Pay identified gaps in its previous systems. While these systems were functional, they were still faced with communication and collaboration challenges that could impact the overall customer experience, prompting the need for more efficient onboarding and improved sales performance.

Before Lark:

As one of the frontline teams at FOMO Pay, the sales team is responsible for processing a large volume of applications from potential clients and redistributing requests to the appropriate departments. This approach occasionally resulted in gaps or inconsistencies in the data shared with the CSM team, impacting the overall efficiency of the customer onboarding process.

After Lark:

With the implementation of Lark Base and the integration of Lark Forms on their website, clients can now directly select the relevant categories. This automation streamlined the request process, ensuring inquiries reached the right teams more quickly and accurately. Direct categorization via Lark Base also alleviated the workload and potential error rates of intermediary teams. As a result, the client onboarding process became smoother and faster, accelerating lead conversion.

Building All-in-one Task Management System

Before Lark:

Previously, FOMO Pay's marketing team operated on segmented platforms, which were sufficient for managing a specific volume of tasks. However, with business growth and a surge in tasks and projects, a more integrated task management system became necessary to enable team members to better track their tasks and projects.

After Lark:

Lark has become the central hub for the marketing team to manage tasks and projects. By adopting this all-in-one system, team members can now receive real-time updates and reminders through Lark Messenger. The task dashboard enables the team to reduce the weekly meeting time for task alignment by 10%, resulting in a 10% increase in workflow efficiency.

Additionally, with seamless integration, Lark empowers the marketing team to prepare and execute major events more efficiently. By utilizing video conferencing tools, calendar sharing and forms, the marketing team can effectively distribute rosters, allocate tasks, and share critical information with team members. This approach ensures that all team members are aligned, enabling them to handle any unexpected situations that might occur during the event.

Optimizing Product Change Requests Using Lark Approvals

Before Lark:

FOMO Pay believes that delivering high-quality and advanced products is the key for building reliable and trustful connection with clients and achieving business success. Thus, the company continuously updates its products to stay aligned with innovative trends. But incremental changes to any product must be managed, to ensure it does not create vulnerabilities. As a result, whenever the product team required changes, they would have to seek feedback and approvals from cross-departmental stakeholders.

After Lark:  

Product change requests are now processed via Lark's Approval app. All changes related to key internal systems are submitted via Lark Approvals. The relevant stakeholders will be automatically notified to review the requests and provide approval. All requests are synced to Lark Base to track which business units and systems are requesting changes, ensuring transparency and streamlined communication.

Conclusion

By leveraging Lark’s integrated tools, FOMO Pay improved cross-departmental collaboration, streamlined processes, enhanced data visibility, and boosted overall organizational efficiency. This comprehensive adoption of Lark’s platform enabled FOMO Pay to tackle key operational challenges, resulting in better customer satisfaction, improved sales effectiveness, and cohesive internal communications.