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GoldMine Premium Edition and the Tile Warehouse CRM Case Study

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Executive Summary

The Tile Warehouse is a provider of wall and floor tiles for the retail and contract market. This company has always kept ahead of trends and provides high levels of service along with a choice of products. The company wanted to increase its advantage in the market by employing a CRM solution. The idea of the CRM system was to achieve competitive advantage with the implementation of streamlined processes and by creating efficiency with the operations of the company. All of these were meant to improve sales and service for the company. The Tile Warehouse wanted to implement a CRM solution to meet specific needs and problems that it would able to help the company with. For instance, a CRM system was expected to replace a paper-based that the company was functioning with at the time of implementation. Earlier, it was difficult to share information over a platform so the staff was working in silos. With the Concentrix CRM solution, this tile company was able to cut down the rate of lost sales. It was able to improve communications and distribution of critical information throughout the business. Simultaneously, they were able to streamline internal processes with the CRM while improving effectiveness of the customer account management system. They were also able to identify new sales opportunities better and improve marketing. The company was able to undertake targeted and lead management. With the Concentrix CRM solution, The Tile Warehouse was able to provide outstanding customer service, while increasing competitive advantage.

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