Customer Story
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Carolina Thomas engages with customers primarily through mobile teams that travel to customer locations. They use Pipeline CRM to track not just sales calls, but every service call, parts visit, and training session.
“It boils down to the ability to inform our customers about what we do with accuracy,” says Schaaf. “Our success is based on outworking our competition in every way. Pipeline CRM gives us visibility to see what we’re doing and remind our customers in very concrete terms.”
Schaaf also uses Pipeline CRM data to drive continuous improvement. “The first thing I do between 6:15 and 6:30 every morning is go into my starred lists and look for things that are happening where I can provide impetus to get a deal across the finish line or pat someone on the back.”
Frequent engagement with our customers has allowed us to move from 65% market share to 81% market share in the past year. With Pipeline CRM, we can show customers exactly what we're doing for them. That's huge for us.
Because they use Pipeline CRM to manage their entire business, not just their sales pipeline, Carolina Thomas enjoys exceptional efficiency benefits.
“If one of our folks is on the road and runs into someone that has a problem, they can make a note in Pipeline CRM and tag the proper department immediately. Things that used to take 1-2 days to get everyone on the same page can now be put into action within 20 minutes.”
Pipeline CRM also enables faster and more effective collaboration around feedback from customers. For example, third party customer surveys can be immediately uploaded, shared, and discussed with relevant team members.
“I’m always telling my people that no matter what you do here, you are a sales representative for this company,” says Schaaf. “Pipeline CRM helps us keep getting better.”
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