GoldMine Premium Edition and County Drains CRM Case Study

County Drains, a forward-looking, rapidly expanding drainage services business, keenly embraced CRM technology to enable them to efficiently manage their fast-growing customer base.

Since its inception in 2003, County Drains has consistently moved with the times. Across the business, the company ensures that all equipment and technology is kept up to date. Whether investing in specialist plant and machinery or new IT, software or infrastructure, their forward-looking approach means County Drains can meet client's needs, without compromise.

County Drains' Business

County Drains offers a wide variety of drainage and related services. These range from CCTV surveys and preventative maintenance to excavation, relining and repairs using specialist equipment.

With offices throughout the East Midlands, a key strength of County Drains is their dedicated team of highly trained and qualified engineers. In fact, the Directors alone have over 40 years experience in the draining and drain cleaning business.

Fast, efficient and effective response to customers needs is paramount. County Drains provides a 24/7 call out service for emergency work, and specialist equipment is always on stand-by.

The Need for CRM

County Drains has worked hard to build a strong reputation based on friendly service, professionalism, fast-response and safe, efficient problem resolution. Not only did the company want to maintain the excellent relationships with they had with their customers, they wanted to build on them further.

With an increasing customer base, County Drains system of spreadsheets and various manual processes was starting to be stretched. It was difficult for staff to access a clear, comprehensive overview of customer information, such as transactions, communications, and products and services used. The company realised they needed a consolidated, easy to use, reliable system which would provide quick access to accurate information about each customer.

Key Objectives

County Drains had a number of objectives for the new system. First, they wanted a centralised source of data. The system would have to be logical, easy to learn, and which staff would soon feel comfortable using. They also wanted to improve the quality dependability of all data, including historic, current and new. In addition, the new system would have to have effective marketing functionality. This was important to County Drains so they could work with their existing customer base and create more repeat business.

Robert McClumpha, Contracts Manager at County Drains, comments “The new CRM system would replace a predominantly spreadsheet-based method of storing and using customer data. We wanted a more refined approach, something that would increase the usefulness of all existing information, and a system that staff would buy in to.”

The Next Step

During a local business course, County Drains were recommended Concentrix as independent CRM specialists. They had been considering two products: the popular contact management solution Sage ACT!, and the more comprehensive CRM solution, GoldMine Premium Edition from FrontRange Solutions.

Concentrix performed an assessment of County Drains requirements. As well as meeting their aims and objectives, they needed a genuine CRM solution that was flexible, scalable, and not overly complex. Robert McClumpha continues “Concentrix took time to find out our exact requirements. Their product-agnostic approach meant we could discuss potential options until deciding on the best fit.”

The Solution

After demonstrating GoldMine Premium Edition, both Concentrix and County Drains agreed that this software would be the ideal fit for the organisations business requirements. Both Sage ACT! and GoldMine Premium Edition had the strong contact management capabilities County Drains needed and would eliminate reliance on spreadsheets. However, they felt GoldMine Premium Edition was more appropriate as it would enable improved marketing and included a proven and robust range of powerful CRM features.

Robert continues, “Concentrix demonstrated GoldMine to us - it's a straightforward, easy to pick up, logical CRM product which does just what it's supposed to.”

County Drains purchased three GoldMine Premium user licences from Concentrix, along with software maintenance, training and support. Concentrix also helped with data cleansing to ensure a smooth transition between old and new systems and to avoid delay.

Concentrix configured and installed the software at County Drains head office, and helped with cleansing the data before importing it. Training took place using an identical image of County Drains system at the Concentrix training suite. By taking their training off site, County Drains staff could focus on learning the software in a pleasant environment without disruption.

Results

Within a very short time, Goldmine Premium had met the key objectives set by County Drains. Robert explains “GoldMine gave us the visibility and consolidation of customer information as we needed it almost straight away. It's helped us increase staff knowledge and deliver better customer service, and made it much easier to market to our existing customer base”.

The communications and marketing tools within GoldMine Premium Edition, combined with professional implementation and effective training, has enabled County Drains to respond quickly and comprehensively to customer enquiries. It also means the company can now be more pro-active with their customers: maintaining, extending and building on their reputation for quality work, fast response and friendly service.

As well as becoming more customerfocussed, the CRM project has also delivered other benefits to County Drains. Its workflow functionality has enabled them to manage projects more thoroughly, from first contact with the customer right through delivery of service to project completion. They also use GoldMine Premium Edition to produce job sheets.

The Future

In a short space of time, the implementation of a CRM system had a positive impact on County Drains internal business processes. As the organisation grows, the company intends to extend the use of the system in line with their expansion.

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