B2B SERVICES
How a call center Message Direct boosted efficiency and cut costs with pdfFiller
Client profile
Company
Message Direct
Industry
Call Answering Services (SMB)
Size
Three offices, UK-based
Use Case
Branded document workflows, Salesforce integration
Results at a Glance
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Streamlined document creation with branded templates
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Automated data integration with Salesforce, reducing manual input
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Eliminated need for Adobe licenses and tools, saving on software costs
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Increased document conversion rates through professional-looking documents
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Received positive feedback from clients on document quality
The challenge
Message Direct provides critical support to businesses through services like call center operations and appointment booking. However, as the company expanded through growth and acquisitions, its document management system—over 12 years old—became a bottleneck. The legacy, CRM-like tool demanded heavy manual input, failed to update records automatically, and prevented the sales team from previewing quotes and proposals before sending them to clients. Compounding the issue, they struggled to maintain consistent branding across document workflows. A modern, cost-effective solution was needed to streamline processes and integrate with their newly adopted CRM, Salesforce.
“There are limitations when it comes to branding. You basically have to pay their developers so that they build custom docs for you, and even then, it was a little bit hit or miss.”David Rolf,Marketing Director at Message Direct
The solution
Message Direct evaluated Adobe, PandaDoc, and Formstack. Adobe offered robust features but came with steep licensing costs for Salesforce integration. PandaDoc required costly custom development for branded documents, and Formstack's mail merge lacked seamless integration. Discovering pdfFiller through Zapier, the team adopted it in March 2021 and integrated it with Salesforce via Zapier to enable automatic data pre-fills and streamlined workflows.
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Branded templates: Customizable, reusable templates ensured quotes and proposals reflected the company's brand.
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Automatic data pre-fills: Data pulled from Salesforce minimized manual edits and errors.
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Reusable template library: Templates tailored to sales stages simplified document creation.
“The main driver for us in this decision was the ability to use our own branded PDFs. The second was the ability of pdfFiller's system to play nicely with Salesforce.”David Rolf,Marketing Director at Message Direct
Results
With pdfFiller, Message Direct transformed document workflows, achieving significant cost savings and efficiency gains. Branded, professional documents improved trust and conversion rates, while Zapier-powered Salesforce integration reduced manual data entry and errors. Reusable templates accelerated document creation and improved sales team productivity.
“Other software options offering customized branding have really extreme pricing. Compared to the monthly costs of PandaDoc, we are now saving unbelievable amounts of money.”David RolfMarketing Director at Message Direct
Client feedback
The polished documents earned frequent client praise, reinforcing Message Direct's professional image and prompting recommendations of pdfFiller to others.
“From the clients' perspective, we now get a lot of feedback that our documents look nice. People are constantly asking 'How do you do them?'”David RolfMarketing Director at Message Direct
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