how a chemical company customized their crm for better results

“No Results Missed” Case Study Series

A Chemical CompanyCRM User Adoption

Case File #1:

About the Client

• For over 50 years, this chemical company has been an industry leader in supporting facilities maintenance professionals, providing chemical cleaning compounds and equipment.

The Issue

• They had invested in a CRM system as an IT project.

• There was little adoption or use of it from Sales and none from the Marketing Department.

Why Did the Issue Occur ?

• The “Install and Run” Approach

– The CRM was set up by a company that simply installed the software, tested it to make sure it was working properly, and then said goodbye.

But Why Doesn’t That Work

• Not Creating a Foundation

– How can they optimize your CRM if they don’t really understand your business and what your goals are?

• Lack of Support

– If a company is just starting on a CRM system and is not properly trained, or have a place to go with questions, frustration and apathy begin to set in.

InfoGrow Enters the Picture

• The chemical company found InfoGrow while searching for a CRM mapping tool, but they would come to get a lot more out of the relationship than just an application.

Chemical Co.

How InfoGrow Helped

• InfoGrow took time to listen and understand the company’s entire day-to-day process.

– From that “getting to know you” period InfoGrow was able to offer well-informed recommendations

– Including user interface changes and customizations that helped to facilitate user adoption.

What They Had to Say

• “InfoGrow got it,” said the company’s CIO, and he went on to add that the valuable add-ons for Marketing Automation and CRM mapping that InfoGrow provides enhanced their CRM system.

In the End

• By working together with InfoGrow, this chemical company was able to tailor their CRM system to fit their specific business needs, resulting in:

– Optimization of its performance – Increased user adoption by both its Sales and

Marketing teams– Higher productivity and overall efficiency

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