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
Saturday 10, Jan 2015 12:15 PM

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
    Tuesday 13, Jan 2015 6:08 AM

    Austrian not Australian 🙂

    I made the same mistake when I first read it.

      Steve Westrop | WORK[etc]
      Friday 30, Jan 2015 4:42 AM

      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
Tuesday 13, Jan 2015 6:13 AM

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.

Ryan Powell
Thursday 15, Jan 2015 9:44 AM

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.

Saturday 17, Jan 2015 7:18 AM

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

David Jones
Tuesday 27, Jan 2015 11:21 AM

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]
    Friday 30, Jan 2015 4:41 AM

    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
      Wednesday 25, Feb 2015 11:06 AM

      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
Wednesday 28, Jan 2015 4:32 AM

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
Tuesday 3, Feb 2015 10:48 AM

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.

Tuesday 10, Feb 2015 10:12 AM

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
Sunday 8, Mar 2015 10:00 AM

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.

Ryleigh Ian
Saturday 11, Apr 2015 1:34 PM

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

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