Saxon Borg runs KLOUD MEDIA, a digital marketing agency specializing in lead generation and Meta Ads for home repair and renovation services across Australia.
His clients are primarily high-end renovation specialists—deck builders, bathroom and kitchen remodelers, roofing contractors—who are often out in the field. They need a fast way to view and contact the leads generated by Saxon’s team, before they go to someone else for the fix.
So we sat down with Saxon to find out their story—what that process was like and the challenges they overcame to scale from 5 to 50 clients.
KLOUD MEDIA Fast Facts
- Industry: Digital Marketing Agency
- Market: Australia
- Team Size: 5
The Challenge
“Previously, we only had 5 clients and already felt like we were at capacity. Manual lead management was consuming all our time.”
Before discovering Privyr, Saxon’s agency was drowning in manual processes. Growing the business felt like a pipe dream because the team already had their hands full with 5 clients.
Every time they captured new leads for their clients through Facebook, they’d have to manually export the leads and send them individually to each client through a spreadsheet.
“We didn’t like using Facebook Lead Centre because we couldn’t get instant notifications when new leads came in, and our clients couldn’t see everything in one place,” explains Saxon.
The biggest problem wasn’t just the time consumption—it was the impact on their clients’ businesses. Home service providers operate in a highly competitive market where speed is everything. You wouldn’t want to wait days for your plumber to call your back.
But Saxon’s clients were constantly on the move, visiting job sites, and handling other emergency calls. On top of that, some aren’t tech-savvy. Even if you could instantly deliver new leads to their phones, getting them to act quickly was another challenge.
“Our clients were losing potential customers because they weren’t fast enough to respond,” Saxon recalls. “All these essential features just weren’t there before we found Privyr.”
Their First Aha!
“Privyr is just so simple to use that our clients just can’t NOT use it.”
Saxon discovered Privyr while searching for a solution that could solve two problems at once: streamline his agency’s lead distribution process while being simple and intuitive enough that even his most tech-resistant clients would embrace it.
What immediately caught his attention was Privyr’s mobile-first interface, which was perfect for his clients who are often out and about, moving between job sites.
“Privyr’s app interface on their phone makes it really easy for them to look at their leads, see what they need to do, and navigate around the interface,” says Saxon. This was a stark contrast to other CRM solutions they tried, which only left his clients frustrated because they were “too complex” to use on mobile.
“Clients were refusing to use other software, but Privyr is just so simple to use that our clients just can’t not use it.”
The Solution
“Privyr made our business more scalable. We just send them the link to set up their Privyr accounts and training videos. Less work for us, better results for them.”
By implementing Privyr, KLOUD MEDIA transformed their entire client onboarding experience and lead management process.
“It’s pretty easy to get them to set up their Privyr accounts,” explains Saxon. His team now onboards new clients by sending them a setup link, along with some training videos. “Then, whenever we capture new leads for them, the [contact details] would come through to their phones instantly, and they can get to the leads instantly.”
He even jokes that, “Sometimes this is an even bigger selling point than our own lead generation services.”
Delivering More Value
“We can delve deeper and check when they’re calling the leads. I can see the data and help them improve.”
Beyond distributing leads, Saxon also uses Privyr’s Quick Responses and templates to provide his clients with comprehensive workflows for contacting (and converting) leads.
“We give them the full breakdown and daily workflow of engaging the leads: different scripts for calling, show them how to use quick responses, and let them personalize it themselves.”
This gives his clients the confidence to respond fast and professionally to every lead, without having to think about what to say or how to say it in the moment.
Apart from that, Privyr also automatically logs his clients’ activities whenever they interact with a lead through the app. This gives Saxon valuable insights into how his clients are handling the leads his team generates for them.
“When a lead first comes in, the client will call first. It’s all automatically logged, so we can always jump in to see how fast they called, what they’ve done with the lead, and see if we can help them improve the process.”
This visibility allows KLOUD MEDIA to provide ongoing value beyond just lead generation, helping his clients refine their sales processes and close more deals—which keeps them coming back for more.
The Results
“Previously, we only had 5 clients and already felt like we were at capacity. But now we can handle 40 to 50 clients in one go effortlessly.”
The transformation has been remarkable for both KLOUD MEDIA and their clients. Saxon’s team experienced a 10x increase in capacity. Before they felt stretched with just 5 clients, but now they can handle 40 to 50 clients at a time without feeling overwhelmed.
“We decreased the delay between a new lead coming in and our client actually calling them,” Saxon reports. “In turn, our clients are seeing increased [call] pick-up rates and close rates.”
And of course, when their clients see better results, they stay with the agency longer.
“How simplified and streamlined everything is now makes Privyr a no-brainer,” Saxon concludes. The new process with Privyr has created a win-win situation:
Clients are converting more leads. There’s less manual work. Saxon and his team at KLOUD MEDIA can focus on other activities that grow the business.
Saxon’s story is just one of many customer successes with Privyr
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