Discovery expanded on initial request for the selection of a software tool to provide a more thorough needs assessment. These meetings proved essential in mapping existing processes, gathering requirements, and gaining a better understanding into how the Mol Belting sales organization operates. C2’s approach was to define a sales process and CRM workflow that best met Mol Belting’s needs, and to support the client-led selection of a CRM tool that best enabled the refined process and workflow. The creation of a requirements matrix out of the Discovery prioritized functionality needs and served as a “scorecard” for Mol Belting and C2 to rate competing systems during subsequent CRM demonstrations and evaluations.
Through the Discovery, several key project assumptions were dismantled, including the determination that adoption of the CRM would be limited to the external sales organization. This review found the internal “sales” team to serve more of a fulfillment and customer service role, and this team’s mature use of the ERP would continue to serve the business need moving forward. These findings tackled significant barriers to successful adoption by not adding redundant tools and processes that could compromise the Mol Belting technology ecosystem.
To ensure the best service for prospective and existing clients, information between the CRM and ERP needed to be shared and continuously updated. Once the CRM was selected, C2 developed and tested a custom integration with the Made2Manage ERP. Using REST API endpoints for the webhooks from Made2Manage’s SQL database ensured a secure synchronization of data between the CRM and ERP back end. A complete test plan including user acceptance testing ensured the connection met user and business needs in the field.
The addition of a CRM, and its synchronization with other enterprise technologies, now enables Mol Belting’s sales leadership to better view and manage sales activity while sharing and leveraging data across teams. This includes better tracking of sales staff performance, centralizing team communications, and driving innovation through the creation of new product lines that continue to meet customer needs.