Thomas Concrete has been serving their customers for over 30 years, and is a leading supplier of high quality, ready-mixed concrete. By combining delivery of concrete with a wide range of services and mixes, they provide complete and effective solutions for construction projects to the residential, commercial and infrastructure markets with a wide-ranging level of complexity.
But the U.S. sales team had an asynchronous and manual processes, inaccessible data, and slow response rates to customers, on top of a dated customer relationship management system (Microsoft Dynamics On-Premise CRM 2013). Not to mention adoption of their CRM system was low, because sellers could not access it all the time, forcing them to batch their work and document notes and details after the fact. “A lot of paper, Excel spreadsheets, Word docs. Everyone was building their own thing,” said Jason Austin, an Inside Sales Manager for Thomas Concrete. “We had no central repository of information.”