How One Company Increased Their CRM Solution’s ROI by Going Back to Best-Practices Basics
For ten years, Intermolecular has helped leading companies in the semiconductor equipment industry accelerate and de-risk materials innovation using a proprietary high-throughput experimentation platform that generates high quality experimental data quickly.
In a cutting-edge, 21st-century industry such as theirs, Intermolecular knew they needed a strong, effective CRM system to keep track of their customer relationships. After the costs climbed on their prior customized system, they determined that all they needed was to learn the best practices for using a proven, effective CRM system.
The Problem
Intermolecular had been using SugarCRM, customized to include revenue forecasting, but when they needed to update their customizations to accommodate new hires and changing management requirements, they knew they’d have to find a new solution – or pay for more customization each time they wanted to make more changes.
Instead of custom-integrating various moving parts of their business into their CRM, Intermolecular decided that a flexible, proven system like Microsoft Dynamics CRM Online would accomplish their goals for sales coordination and follow up. However, they knew that before they’d see the full ROI of any solution, they’d first have to understand how they could maximize their CRM’s potential.
The Solution
Though Intermolecular considered other CRM solutions, they decided on Microsoft Dynamics because several of their new team members had experience on the system and were confident it could meet their needs.
After interviewing three companies, Intermolecular chose QuantaCRM to oversee the implementation and training, because they felt that QuantaCRM best understood Intermolecular’s services-only business model – and becuase QuantaCRM offered an in-depth structured methodology, the OnTrack CRM Adoption System, built to help companies continually improve their CRM practices for ever-increasing ROI.
Intermolecular is now sharing and accessing information faster, improving customer service and efficiency, and gaining new insight into sales performance.