ResultsCRM Improves Service and Team Communication



The Background

Hoffman Nursery, Inc. specializes in top quality, ornamental and native grass liners for the wholesale trade. Located in the Piedmont Region of North Carolina, they ship to customers across the U.S. and Canada. Customers range from large-scale wholesale nurseries to garden centers, landscapers, design firms, municipalities, golf courses, and zoos.

Business Challenges

Inefficient CRM

Hoffman Nursery previously used an inflexible and “clunky” CRM system that did not allow them to properly track customer history.

Large Paper Trail

Business processes relied heavily on paper, which made it difficult to track down account history and troubleshoot problems.

Difficult Account Management

As the company grew, it was hard for new team members to come up to speed and fully understand account history without a centralized history of the account. The team would occasionally lose key pieces of information due to lack of centralized information.

Why Results?

Virtually Paperless

Results has allowed Hoffman to become a virtually paperless office. Every piece of paper is scanned in and stored under the proper Results account record so that all users have access to the information they need.

Easy to Diagnose Problems

Users can easily view account history, including all signed orders, email communication, and deliveries. Since all transactions are documented, it is easy to look back and see where a process might have broken down. Visible and documented customer history ensures workflows can be analyzed and improved when needed.

Information Sharing Across Departments

Centralized communications keep all the departments informed. For example, the Marketing Department can easily pull and track positive comments from a contact record to use for their blog feed and testimonials pages.

Favorite Results Feature

“The Results QuickAdd button (in Outlook) is the best button on the planet! We can tell a story about a customer through the emails we import with the QuickAdd button,” says the Director of Sales & Marketing. The Results QuickAdd button allows the user to highlight and import emails into Results so that a complete account history is maintained.