Goldman’s Latest Handle Innovation Consistency Between Departments
L ast month, we covered how Goldman Equipment has employed Handle CRM to increase sales and customer satisfaction. Goldman’s use of account management and inventory features was the starting point for their CRM success story, and from there they implemented a form and process for trade assessment. They haven’t stopped seeking out ways to make CRM work for their business. Recently, they’ve used Handle to streamline the delivery and service request process, and it’s had a massive effect on their operations. In fact, they call it the most impactful initiative they’ve undertaken in the past year. The request process at Goldman, as with most companies, requires collaboration across multiple departments. There’s a lot of crucial information traveling back and forth between the sales representatives, the delivery team, and service staff. Prior to integrating the request process into Handle, Goldman relied on a much less systematized method for relaying
Action was faster and more reliable, which of course made customers happy. It also made lives easier for employees, who never had to spend valuable time tracking down information from any number of sources. Now, it was all in one, convenient place. Additionally, Goldman used Handle’s mobile functionality so that their service and delivery team could make updates from the field. Once a service request was completed, no matter where it happened, the team back at the home office would be aware of it. If a problem arose in the field, that could be reported as well. Both the person making the request and the person acting on it could see the fruits of their labor in real time. Goldman continues to find new ways to make use of their CRM software. They find a hole in their processes, figure out a way to address it, and implement the solution. They’re a great model of what happens when a company uses CRM to meet their needs, and the impact Handle has had for them shows what a difference successful CRM adoption can make. – Gordon Hilleque
requests from one team to another. The problem with this way of doing things — a combination of Post-it notes, text messages, and emails — was that it lacked consistency. There was no way to ensure that a communication was received and followed up on, and there was no permanent record of communication. Goldman realized that transitioning these functions into their CRM software would make for a much easier to monitor and reliable request process. They started by using Handle to request inter-department tasks. If the sales team needed something from the service or delivery team, they filed their request in Handle. This change allowed all of the relevant information to exist in one place, making it easy to find for everyone. From an efficiency standpoint, Handle’s integration with their business system minimized time entering data. Consistent communication between departments kept everyone connected and meant that nothing slipped through the cracks as it traveled from one part of Goldman’s operation to another.
Action was faster and more reliable, which of course made customers happy. It also made lives easier for employees, who never had to spend valuable time tracking down information from any number of sources. Now, it was all in one, convenient place.
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