Case Studies

wrightfield

Stuart Riches, Finance Manager, Wrightfield

 

Situation

We’re a specialist engineering firm that supplies conveyor systems for food factories, plus stainless steel swimming pools and moving pool floors for hotels, leisure centres and private properties. We’re nearly 30 years old, have c50 staff and a turnover of around £5m. We recently became the UK distributor for Natare, a leading US pool manufacturer.

Task

The sales process for swimming pools is often tied in with major building projects, so it can involve multiple communications and conversations over a 12-18 month period. Previously, we were managing this on a rather informal basis, led by one salesperson. As we expand, we need a robust CRM process to help us track projects, ensuring they’re effectively managed and that leads are followed up efficiently.

Action

We looked at various alternatives such as Salesforce and Microsoft Dynamics, before settling on Workbooks CRM. We like the product – it’s simple, straightforward and flexible. Having chosen Workbooks, CRM Insights was recommended by our marketing agency.

We spent some time getting to know Don and Mike, to ensure there was a good fit and that they fully understood our particular needs. As part of this, they ran a two day workshop with our pools team to get their input. Then Mike came back with a proposal and we decided to go ahead.

We had a kick-off meeting to establish the requirements and then adopted an agile, iterative approach to building as we go. It’s live on the pool sales side and we’ve integrated it with our lead and enquiries system. It’s been quick – about four to six weeks so far.

Results

We’ve got a remote salesperson on the south coast whose work is now much more integrated with the wider team. We’ve got a clear overview of leads and follow up capacity. Most importantly, with an expanded sales team, we’re no longer reliant on what one person can hold in his head.

Standouts

Mike and Don really took the time to listen to, explore and understand our needs. Their approach is flexible and specific to us – it’s not a one size fits all solution.

Richard Bedford
cadman logo

Richard Bedford, Managing Director

Situation

We’ve been going for 150 years and now employ nearly 30 people with a turnover of around three million pounds. Our team provides a range of services to national contractors and developers.

Task

We were finding it increasingly difficult to track clients and projects on Excel spreadsheets. It’s confusing, tricky and doesn’t give you a proper overview. We considered free trials of systems such as Salesforce, but soon realised they didn’t fit our specific needs.

Action

We spoke to Mike at CRM Insights. He quickly grasped what we needed and has implemented a bespoke version of Workbooks CRM. He held our hand through the whole process, looking at the initial data and recommending the best way to set up our new system.

Results

It’s less than two months since we went live, so it’s very early days. It’s a cliché, but I don’t know how we managed without it. Tracking relationships and actions is now so much easier and more efficient. The information it provides really helps improve our client communications and follow up. We’ve yet to make proper use of the reporting features, but I’m anticipating they’ll add significant additional value.

Standouts

It’s been a very good experience. Mike took the time to fully understand the unique way our industry works in terms of opportunities and quotes. He also kept us on track, ensuring we met deadlines that otherwise might have slipped.

Steve Low
mistral group

Steve Low,Chief Operating Officer

Situation

We wanted to replace our existing CRM system (ACT), which we’d had for a number of years. Because we have a range of outposted staff, our server based system no longer worked for us. We tried upgrading to ACT’s cloud system but that was a disaster. I spoke to a range of providers and then one of my contacts recommended Mike.

Task

We needed a new system and wanted to migrate data across from our existing one. Mike showed us Workbooks and we liked what we saw. It seemed simple, effective and straightforward to implement. Plus the price looked right. Also, I was very impressed by the quality of the relationship Mike and Don enjoy with the developers at Workbooks.

Action

They set up the new system and brought across the data from our old one. It was all pretty quick and painless.

Results

Internal take up has been very good. Remote staff now have quick access to information. They’ve embraced the new system because it’s easy and does what we need. We had some teething issues linking to our Outlook system, but Mike and Don sorted these out in liaison with the Workbooks team. We’d have struggled without their support.

Standouts

The team at CRM Insights are clearly very knowledgeable. They have a deep understanding of Workbooks at a programming level, plus great access to the senior developers there. I know they’re available to support us when needed and I’m confident they can troubleshoot any issues.  I’ve already recommended them to a couple of people.

HannaPike
Thames Labs log landscape

Hannah Pike, Marketing Co-ordinator

Situation

When I started work here in February 2016, we had something like 111 separate Excel spreadsheets with lists of contacts. They were unsorted, not up to date and full of duplicates. We couldn’t manage our marketing effectively and the whole contact management process was time consuming and inefficient.

Task

We asked CRM Insights to sort us out with a single, integrated system that’s easy to use and maintain. We’d already looked at Sage and decided that we needed something more user friendly to encourage maximum uptake among staff.

Action

CRM Insights set us up with Workbooks. They merged and de-duped our many lists and integrated everything into one system. Once it was installed everything was good to go. They also ran training sessions for our staff and has provided excellent remote support when we need it.

Results

It’s made a huge difference to our work. We really like the user-friendly, desktop feel- this makes it very straightforward to add new people. When we send out newsletters the response rates are all on there automatically. We’re able to track leads, manage quotations, assign and manage tasks, so much more easily than before. Our sales co-ordinator can now see exactly what’s in the pipeline and who needs to take action when. It’s made our approach to business development far more transparent and dynamic.

Standouts

CRM Insights have been really helpful. They seem to know everything and are always on hand when you need them. Because Workbooks makes everything quick and easy, we’ve seen a massive improvement in efficiency. Thanks to the quality of the tracking data, we now have far greater confidence in how to generate the results we need.

Jan profile
Total Clothing Logo

Jan Richardson, founder and owner

Situation

We’d been through a few CRM systems – including GoldMine and Microsoft CRM – over about 10 years. To be honest, we weren’t very happy with any of them. We have to cater for very specific needs and processes, which are quite complex. Our team was growing increasingly frustrated by the previous systems, which were slow and inefficient. There was a risk they’d bypass them altogether, resulting in lost data and orders.

Task

We needed to migrate data from our existing system, configure a new system and be confident of having quality training and support. Our past experience was that people installed systems and then we ran into problems after the 60 or 90 day support period expired. We weren’t able to respond to the inevitable ‘unknown unknowns’.

Action

CRM Insights identified that Workbooks would be an ideal solution for our needs and budget. They came in, demonstrated it to the team and set us up with a one year support package, payable in equal, monthly instalments. This way we get the hand-holding we need, combined with the confidence of an agreed budget. This is essential when you’re in a business where it’s impossible to predict what additional reports and services you may need in several months’ time.

Results

Every one of our sales team is now using the new system without complaint. Our processes – especially generating quotes – have been streamlined and automated, saving time, effort and money. And we’re confident that we finally have a system that can be developed and adapted to meet our evolving needs.

Standouts

CRM Insights are true professionals and a real experts in their field. They work as a committed partner in the business, proactively suggesting opportunities for getting more out of our system. In doing so they has saved us a lot of frustration and hassle. I have no hesitation in recommending CRM Insights. They make the right things happen for your business and we’ll be happy to use them for additional projects.

tritax

Sue Hubbard, Tritax

Situation

We worked with CRM Insights for a number of years using Goldmine. It was a great CRM system for us at the time, but lacked depth when it came to more sophisticated contact analysis and segmentation.

Task

We asked CRM Insights to recommend a new system for our evolving needs. We particularly wanted to be able to access all data more easily and investigate our work from different angles. We needed something more flexible, that could be customised to our specific requirements.

Action

CRM Insights spent time reviewing our requirements in depth, before arriving at any conclusions. Based on his understanding of our needs, they recommended Microsoft Dynamics. They then worked with us to test its suitability and refine it to meet our specification.

Results

We moved across to the new system in 2011. It’s an ongoing process and CRM Insights continue to support us. It’s a much more business friendly system that produces better data. In a complex, niche sector like ours, there’s a huge benefit to increasing the speed and efficiency with which we deal with clients. We now have all the key information at our fingertips.

CRM Insights set out to abolish all our spreadsheets – we’re not there yet, but we’re far less reliant on them than we were.

Standouts

CRM Insights are thorough, very strong on technical issues and very personable. They have been great at supporting our staff in getting to grips with the new system and processes. As a result we can now deal with most things ourselves, but they’re always very responsive and helpful whenever we need their expertise.

Kogan Page

Katleen Richardson, Marketing Director, Kogan Page

Situation

Our CRM didn’t enable effective segmentation, or an integrated view of our marketing and sales efforts.

Task

I did quite a lot of research into different CRM systems, evaluating Salesforce.com, Siebel, Sugar CRM and Microsoft Dynamics. When I finally settled on Microsoft CRM, CRM Insights were recommended to me by our Sales Director. I set out a very detailed list of requirements – we have quite a complex, three dimensional approach to marketing – and a limited budget.

Action

CRM Insights brought in Immix Solutions to work alongside them on the project. Together, they worked very closely with us to identify what was possible within our budget and what could be left to a future phase of development. They quickly grasped our needs, our marketing requirements and our sales system, their technical expertise was first rate and they weren’t phased by anything we threw at them.

Results

It’s too early to have any meaningful bottom line metrics, but the new system is already giving us greatly improved visibility and sales opportunities. I’m confident it will prove to be a very worthwhile investment and I expect to go ahead with another phase of development.

Standouts

What’s great about working with CRM Insights is the way they really engage with our vision, understands our business and delivers on time and on budget. they’re very collaborative and have a good sense of humour – vital when you’re spending significant time together. I’ve worked with other implementers from bigger companies, but I’d choose to work with CRM Insights again in a heartbeat.

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