About Brikl

Brikl is an e-commerce platform designed for online company stores, offering print-on-demand solutions for distributors in the promotional product industry. Brikl provides cutting-edge online store technology that allows businesses to quickly and efficiently set up online stores for their products. By connecting with over 400 top suppliers and a global network of decorators, Brikl delivers a streamlined and user-friendly platform for purchasing apparel and hard goods. Its solutions enable clients to seamlessly manage product customization, order processing, and fulfillment, ensuring a superior customer experience.

Challenges Faced by Brikl

Dan Vermont, VP of Sales and Operations at Brikl, came to Sendspark with a number of challenges he was facing. He shared, “One of our biggest challenges is that due to the complexity of the industry and ultimately just how many features we have available for our customers to use, our sales pitch is very oriented to driving someone onto a demo. And we all know that booking time for a call can be difficult.”

Due to the product's complexity, Dan knew he had to look for alternatives to plain text emails to explain the Brikl value proposition easily and get more customers to book demos with his sales team.

In searching for a solution to his problem, Dan realized that video might be the best solution, so he started to search for video solutions. Dan needed a solution that not only enabled quick and easy video creation for his sales team but also ensured that it offered integrations with his current tech stack and came with easy design and theming capabilities that would create impactful, well-designed video messages.

He explained, “We previously used other video platforms, but they didn't integrate well with the other tools and software we were using. They were also limited in their theming and design capabilities to drive sales with personalized messaging and clear CTAs.”

Implementing Sendspark at Brikl

Dan and his team implemented Sendspark to address these challenges. 

Here's how Sendspark's dynamic video communication tools were utilized across the organization.

• Sales Outreach and Conversion: Personalized video messages were created using Sendspark, allowing Brikl to demonstrate its platform's capabilities without initial calls. These videos were seamlessly integrated with their existing tools, such as HubSpot and Clay. Dan shared, "There's huge power in seeing your brand on something. If I can create a dynamic video that already looks like an environment you are comfortable in, it puts you in a completely different mindset. It shows I've spent the time to pull this together for you. Customers see their logo on our video and think, 'How did they do that?' It captures their attention and makes them more likely to listen to our message and book time with us."
• Customer Support: The customer service team utilized Sendspark to produce short instructional videos addressing common questions. These videos were stored in a shared library for quick access, improving response times and customer satisfaction. Dan noted, "It also allowed us to build up and create a library of almost pre-populated answers to questions. When we got the same question over and over again from customers, the team could just go to the shared library and pull out the video they need to send to the customer."
• Internal Training and Communication: Sendspark videos were used to train new employees and provide feedback to the tech team, ensuring clear communication and consistency across Brikl's global team.

Results of Implementing Video as Part of Brikl’s Operational Process

The implementation of Sendspark led to significant improvements for Brikl:

• Increased Demo Bookings: Dynamic video campaigns increased demo bookings by 46% compared to traditional email outreach.
• Higher Conversion Rates: Conversion rates for demos booked via Sendspark videos improved, resulting in a shorter sales cycle and higher sales.
• Enhanced Customer Service Efficiency: Video responses reduced the need for scheduled calls, allowing the customer service team to handle more queries efficiently and build a robust instructional content library.
• Improved Internal Communication: Sendspark facilitated effective communication within Brikl's remote team, streamlining operations and speeding up onboarding.

Additional Use Cases and Processes that Brikl is Now Using Sendspark For

Brikl has expanded the use of Sendspark beyond sales and customer support. Here are some additional use cases:

Onboarding New Employees: New hires can watch Sendspark videos to quickly learn about Brikl's platform and processes, which accelerates the onboarding process.

Training and Development: Sendspark facilitates continuous training for existing employees, ensuring that the team stays updated with new features and best practices.

Closing Thoughts and Plan for the Future

Brikl's adoption of Sendspark has addressed its initial challenges and opened up new opportunities for efficiency and growth. 

Dan Vermont reflects, “Sendspark has transformed the way we approach both sales and customer service. The personalized video messages not only increased our demo bookings but also enhanced our customer interactions by adding a human touch. The integration with HubSpot and other tools we use has made the adoption process seamless, and the support from Sendspark has been phenomenal.”

Looking ahead, Brikl plans to continue leveraging Sendspark's capabilities to enhance its sales and customer service processes. It is also exploring additional integrations and features to maximize the impact of its video communication strategy.