How One Digital Agency Improved Workflows and Raised Profits

e-dialog is a leading Austrian digital agency specializing in search, web analytics, conversion optimization, and email marketing. Since implementing WORK[etc] in 2012 to optimize documentation and track billable hours, time tracking has become faster and more accurate, saving the company time and resources in the long run.


The company

e-dialog is a leading Austrian digital agency specializing in search (SEA and SEO), web analytics, conversion optimization and email marketing. The agency is the first Google Analytics Certified Partner (GACP) in Austria and serves customers in Central Europe.

Tracking data using different apps

Prior to using WORK[etc], e-dialog’s efficient time tracking and project management processes were spread across several different apps.

Although they always maintained meticulous records and documentation for their clients, e-dialog realised that using several different apps was more time-consuming than having everything in a single system.

“Before using WORK[etc], we used various systems to track our work processes but we decided to look for and evaluate an all-in-one project management system that would better meet our needs,” said e-dialog’s CEO, Siegfried Stepke.

WORK[etc] proved to be the solution they were looking for, allowing them consolidate their entire project documentation and tracking processes.

“A key benefit of WORK[etc] is that we not only keep track of billable hours, we also maintain them in superior project management structures, such as Gantt charts, tasks, and notes,” said Stepke.

“Every day, the team uses WORK[etc] to record their work hours, assign tasks to colleagues, and check on the status of various tasks. By accurately tracking billable hours, we’ve been able to increase our revenue.

— Siegfried Stepke, CEO, e-dialog

All documentation in one place

Having documentation in one single system has proved advantageous ever since.

The WORK[etc] set-up proved especially handy when e-dialog provided documentation to one of their oldest clients, a B2C retail company that had been working with the same service team at e-dialog and using the same SEO services for years.

After their documentation system was consolidated with WORK[etc], it was easy for the team to produce a complete roadmap of all services they had rendered over the past few years.

“WORK[etc] lets us keep an entire communication history and timesheets logged between e-dialog and clients in one place and it can quickly produce roadmaps,” said Stepke.

The payoffs

It didn’t take long for the e-dialog team to figure out the best ways to use WORK[etc] and training is a straightforward process, with new employees getting up to speed with it in about a week.

“Every day, the team uses WORK[etc] to record their work hours, assign tasks to colleagues, and check on the status of various tasks,” added Stepke. “Everyone uses the CRM a lot, too.”

e-dialog's gains with WORK[etc]

According to Stepke, WORK[etc]’s ability to easily and accurately track billable hours has also paid off for e-dialog. He estimates that since switching from their old online CRM, the firm saves around 10 hours each week, which can be reallocated to other tasks that benefit the agency in the long run.

“By accurately tracking billable hours, we’ve been able to increase our revenue,” Stepke said.

Siegfried’s Top Tip for Managing a Growing Business

“Look for a suitable solution to ease your administration and use it in the cloud. You can then focus on the real skills that generate your money. With us, it is consulting and performance marketing services.”

— Siegfried Stepke, CEO, e-dialog

About e-dialog

e-dialog is a leading Austrian digital agency specializing in search, digital analytics, conversion optimization and email marketing. The agency is the first Google Analytics Certified Partner (GACP) in Austria and serves customers in Central Europe. In addition to web analytics, search (both SEA and SEO) and performance traffic are a focus of the agency.

By means of e-dialog’s expertise, all online and offline touch points are analyzed via an integrated customer journey analysis, and optimization potentials are identified. Marketing automation systems are realised within a real-time environment (both on- and off-site) and landing pages and conversion processes are optimized.

About WORK[etc]

WORK[etc] is a cloud-based, all-in-one business management software that breaks down the barriers between your customer relationship management, time management, and project management. With WORK[etc], here’s what you can accomplish in one platform:

  • Consolidate multiple apps into the one platform
  • CRM, Projects, Scheduling, Invoicing, Help Desk & more
  • iPhone, Android and web apps
  • Gmail, Outlook, and inbox gadgets
  • Open API and integration tool set

For more information, visit

  • John Belchamber

    Great to hear of another Aussie success with WORKetc.

    It is great having everything in one place and, the ability for clients to log in and collaborate with you – whereever you are.

    Keep up the great WORK Team 🙂

    • David McGarry

      Austrian not Australian 🙂

      I made the same mistake when I first read it.

      • Steve Westrop | WORK[etc]

        You’re in good company gents – I was just about to shoot an email over to our writer and blast him for getting the country wrong!

  • David McGarry

    It’s always interesting to hear how other companies are benefitting from using Work[etc] as their CRM. We have pretty much shaped our process flow of marketing/ sales/ development/ delivery/ billing and support around W[e].

    It’s pretty much the hub of all our activities and also a useful storage area to keep client information and technical information – which was previously scattered in various repositories.

    As we have been using it for sometime now we are able to look at previous projects and quote more accurately on time-scales and costs of future work.2015 is going to be a successful year for our small company and Work[etc] will play a vital role in that success.

  • Sounds like where we were at with juggling a bunch of apps! Increased workflow automation and repeatability is so important in any service-based business.

    I think one place we could still have some improvement on the all-in-one sense is a proposal style module that builds out the quote roller or proposable style drag and drop proposals rather then custom coded quotes. I’ve been using these lately and would love for it do be part of the workflow so that we can go beyond the quote with details on the project and different options and terms.

  • TechGro

    By making the tracking of hours easy, I truly agree that it can amount in more billable hours and profitability increases.

  • David Jones

    This is a great example of where Work[etc] is so powerful. We switched from using 4 systems to one Work[etc] implementation and has become the center for customer relationship management, project management, support ticketing, T&E, and documentation. On top of all this we also make use of the customer portal so clients can check in on the issues they have sent in and see the progress. Great stuff.

    • Steve Westrop | WORK[etc]

      Hi David, don’t recognise the name or face immediately, but would love to hear more about how the Client Portal is working for you. It doesn’t get talked about as much as I’d like, and in our case probably not used as much as I’d like either. Pleased to hear it’s all working well for you though.

      • David Jones

        So far we have only made the client portal available to a few high volume customers but it has been well received. Keep up the good work.

  • Thomas Lawler

    We were using four internet based solutions before switching to Work[etc.]. We had a system for: Time Tracking & Expenses, Support Desk, CRM, & Project Management.

    It’s hard to monetize the time savings that we’ve seen since switching to Work[etc.], but It has been significant. I fully appreciate the wonderful support from the Work[etc.] staff.

    We have also experienced a great adoption across the company. Each department has taken ownership of their workflow & configurations in the application.

    It has been great!

  • Tabitha Mills

    I am still working on optimising my work business workflows. As I am a part of a larger group it is often a complex task to streamline workflows and gain the appropriate organisation feedback. It is a work in progress but I think an optimal workflow will always be a work in progress and part of a continuous improvement program.

  • Branden

    My boss spent a few months looking into WORK[etc] and it’s competitors (if you can call them that) before making a decision. We were never juggling any apps before that, but choosing WORK[etc] meant we never had to go through that experience. The to-do lists also help with project management (useful to know the more important tasks for the near future).

  • Nakuma Scott

    WORKetc offers the ability to manage client contacts, keep track of projects and keep track of all billing activity in one place. The affect that time savings can have on the bottom line is incredible. In additional, when working with a small or medium size business this can mean more time spent away from the office and less time coming in to complete tasks when the office is otherwise closed. In our initial search for an CRM/ERP it was hard to find a system that offered most functions needed without requiring add-ons.

  • I have great experience working on Work[etc] as an employee. I have one platform for managing all my work, documents, schedules, sub-ordinates. Before that i wasy using a different tool but it was not flexible and user friendly

See all

Featured Posts

How to Win That Elusive “Yes” for Your Sales Quotes and Proposals

If first contact with a sales lead is like a first date, then sending out a sales quote would be the equivalent of getting down on one knee and proposing. Now, putting your best foot forward on that first date is just the start. If you want to get a “yes”, you better be ready […]

How To Sell Your Team On A New CRM—And Keep It From Failing

No business really gets started until something gets sold, whether it’s a product or a service. That’s why entrepreneurs need to at least have some sales know-how to even begin dreaming about success. And get this—when you’re an entrepreneur, it’s not just potential customers that you need to convince to buy in. From time to […]

Every Minute Counts: 3 Ways Time Tracking Helps Your Bottom Line

Five minutes. That’s how long I spend on my email inbox at the start of my day, every day. I used to get easily distracted, sometimes spending upwards of half an hour just going through my email. And by “going through” I do mean just reading them. No replying, no creating tasks. It was a […]

Don’t Use a Driver When You’re in a Sand Trap: Boosting Growth with Automated Tags

Small business marketing is a bit like golf. You don’t use a driver for every single stroke. Yeah, you might luck out and get a hole in one, but it’s more likely you’ll end up spending way too much effort for too little return. What matters is that you identify exactly which club best fits […]

The Underperforming 10% of Your Team Can Burn Your Small Business

WORKetc is a small business. Tiny, really, compared to others in the CRM industry. But still—we’re able to provide our services to over a thousand companies, big and small, all over the world. How? Well, by using a complete business management solution to run day-to-day operations, for one, but also by obsessively making sure that […]

Unlock Your Site’s Potential With Automated CRM Web Forms

Don’t believe what the “gurus” tell you: lead generation is hard. It costs money, time, and a whole lot of effort. So it stands to reason that business should do everything they can to at least make the process of actually capturing the leads they generate be much smoother and easier. That’s where WORKetc’s web […]