IMS gains the full picture with Sage
Innovative Modular Solutions (IMS) offers a complete range of value-added modular building services to the commercial construction industry. Employing 20 people working in the mid-west of America, IMS have been a Sage customer for over 12 years having first started using Timberline (now known as Sage 300 Real Estate & Construction) to manage their accounts.
Andrea Brand, Product Manager, explains what they were looking for in a new solution: “We had to have one view - I wanted to know which source of leads were performing well and needed to be able to forecast for the year ahead”. Taking into account the cost factor and a solution provider already familiar to the business, Sage was the solution of choice.
Single view drives greater efficiency
When it came to customer information, like many other businesses, IMS were using different ways of managing data including Excel, post it notes and emails. As a result, the company had no clear visibility of sales leads and were overly reliant on people who were working on the road or away from the office. With no central place for customer information, IMS needed a better way to manage their sales, service and marketing functions.
Top 3 challenges experienced by the company before implementing Sage CRM:
The biggest benefit for the team was the central database of customer information and tracking of leads & their status. “We have long incubation periods for our business”, notes Andrea, “there’s no way we can keep track of everything without Sage. It’s a quick way of looking at all the history, no matter how long ago it was.” “If we turned it off tomorrow, we would have no idea on who our potential customers are – their status and more. Our business would come to a standstill” explains Brand.
- No central place for customer and lead information
- Lack of reliable reporting and specifically performance over product lines
- Limited marketing capabilities, no idea on what worked and what didn’t
Another benefit for IMS has been the Workflow - “anything we enter as lead gets qualified by me and I use the workflow to allocate these leads to sales representatives, with me keeping an eye on the various stages they go through” explains Andrea. With a lot of repeat customers. IMS can now “see the whole history” of what has been sold – however long ago that last activity took place. Overall customer experience has also greatly improved as we now “do a better job in staying in touch when they want us to be.”
Improved decision making
Brand calls out reporting as one of her favourite features of the product “I like the dashboards & report tool. I look at the data to see where we are coming from, what territories, what markets, (etc.) are working for us, so we can make a much better decisions on sales trends.”
One of the reason Sage worked so well for IMS was because it was easy to use by everyone in the business, it is “Easy & intuitive to use; a lot of guys are construction guys out in the field (& not technically savvy) but Sage works for us. When we have new people start, I tell them to get in and start using it and they get it straight away.”
IMS have evolved Sage CRM over time to suit the specific requirements of their business. This has included adding new fields, setting up custom reports and tracking more data to assist in marketing and sales forecasts. Future plans for Sage CRM “include implementing a marketing automation platform connected to Sage CRM”.