CRM systems help organizations in every industry become more productive, improve customer service and streamline operations. However, no two companies are alike – and every team uses its CRM in different ways. In this Q&A, we’re learning why MultiCam Great Lakes relies on its CRM, and how it’s helped empower the small business.
- Tell us about your company. What is it that you do?
We work with suppliers to develop the machines they need to keep business running, and provide technical support and service. Our regional offices and technology centers are in Grand Rapids, Michigan and Cincinnati, Ohio. Each location includes a software lab, machines on the demonstration floor, a training lab and application training services, spare parts, and factory-trained technicians.
- Why did you turn to a CRM solution?
We wanted to make sure every staff member and customer had 100 percent transparency into the status of every project. It takes an average of eight to 10 weeks to build a machine, and between the sales representatives, service folk and other team members that get involved, every project has multiple moving parts. A CRM system helps us manage the process from incoming lead to final machine delivery, all while maintaining positive client relationships.
- How has a CRM helped you improve your customers’ experiences?
There’s no way we could have broken through to the next level of sales and customer service without a CRM – it was a game changer. We’re able to deliver stronger project management and planning, avoid wasting time and quickly respond to customer service tickets, requests and other communications.
- What kind of successes are you seeing?
We adopted a CRM in 2011, when our annual revenue was approximately $6 million per year. Five years later, we’ve nearly doubled that figure, and doubled the size of our staff in the process. When your staff members and customers are consistently on the same page, everybody wins.
Learn more about how a CRM can change your small business for the better.
At Insightly, we offer a CRM used by small and mid-sized businesses from a huge variety of verticals. Learn about all of Insightly’s features and plans on our pricing page or sign up for a free trial.