Like all businesses today, companies in the manufacturing landscape are under increasing pressure to deliver personalised, relevant, and efficient experiences to customers, wherever they are. To achieve this, the most competitive companies are leveraging a wide range of CX technology solutions.
From Contact Centre as a Service (CCaaS) innovations to workforce management and service desk tools, there is no shortage of CX solutions for manufacturing companies to leverage today. Evans Manufacturing, a company founded in 1994 to create personalized products for brand promotion, turned to Freshworks and the Freshsales landscape to enhance its CX initiatives.
When the Evans Manufacturing brand realised it needed a scalable, convenient, and easy-to-use CRM solution to delight its customers, the Freshworks ecosystem seemed like the best possible choice. Let’s look at the work Freshworks and Evans Manufacturing did together.
Addressing Common CX Problems with Freshworks
For years before adopting Freshworks technology, Evans Manufacturing was seeing increasing evidence it needed to invest more time and effort into relationship-based selling. To do this, the company needed more than just a Customer Relationship Management tool – they needed a solution capable of empowering their salesforce and providing valuable insights.
The company had a specific view of the kind of CRM they were looking for. According to Greg Armstrong, they needed technology to support their complex workflows. Each rep in the team had dozens (even hundreds) of clients to work with, and they all needed access to the right data.
In the past, the company had relied on manual Excel spreadsheets for capturing and managing information, which led to a range of common challenges, including:
- Fragmented data spread across multiple apps
- No single view of the customer, which meant reduced options for personalisation
- Impersonal customer engagement with no opportunity to segment clients
- Fewer opportunities for proactive selling and seeking out new opportunities
To make matters worse, the company’s team had minimal experience using CRM solutions, which meant it was essential for Evans to find a software option that was easy to use.
Choosing the Right CRM Solution
While Evans had evaluated potential CRM solutions in the past, they hadn’t been able to meet all the company’s unique requirements. What really made Freshworks stand out from the pack, according to the Director of Infrastructure and Applications at Evans Manufacturing, was the simplicity.
Even with little to no experience using a CRM, implementation of Freshsales (the sales technology in the Freshworks ecosystem) only took three weeks. According to Armstrong, the ease of use was incredible. Employees were given the first few months to simply get used to the system, but there were very few growing pains to worry about.
Aside from crucial simplicity, Freshworks and Freshsales also offered Evans a convenient environment for centralizing all of the customer data available to the team. This allowed for better organization of critical information, which could be made accessible to every team member. At the same time, it streamlined activities like researching and quoting, allowing the teams to avoid the stress of switching between multiple apps.
Evans users had a clear distributor-client hierarchy in an easy-to-use environment that actually met well with the company’s budget.
