How we helped Tiny Tails to You scale and automate their business

The scope of this project began with considering how the business could become more streamlined to open in a new city the following year. This lead to designing an automated ordering process, while maintaining manual control of important aspects of the order. Designing a seamless customer experience necessitated considering every detail of the customer's experience, from initial interest to purchase. This experience needed to coordinate equally as seamlessly with the operations and administration team.

On average, customers were spending upwards of thirty minutes filling out the reservation form on their website. Thirty minutes is a long time to spend ordering any service. We needed a way to reduce the time for each reservation and get the essential information for what the Tiny Tails to You staff needed in order to assess if a customer was serviceable. We came up with 8 fields: Age Group, Date, Flexible, Number of People, Zip Code, Name, Email, Phone.

The lead form submits the information to their CRM database, and passes the information to hidden fields on the "Experience" form. This way customers are seamlessly brought into the more complicated experience form, and if they bounce or abandon the experience form, Tiny Tails to You is still able to capture their information and put that lead into a sales funnel. Once implemented, the average time customers spent on their forms went down by over 68% percent. The average time spent on the lead form is around 90 seconds, and the reservation form is just under 7-8 minutes.

The experience form also presents customers with a quote price for their event, including travel fees (calculated from the zip code entered on the lead form). This simplifies the price even more, making the buying experience that much easier.