Industry: Nano and Surfaces Science Research and Development
Company Overview: NaugaNeedles is a high-tech company that has developed a breakthrough nanofabrication technology for nanoneedles used by scientific researchers. The vision for the company is to advance the Needle-Probe technology, develop mass production techniques and be the leading manufacturer of SPM probes in North America.
Use of CRM: NaugaNeedles is using CRM to manage the entire customer lifecycle from lead management all the way through to customer service. NaugaNeedles initially rolled out case management to more effectively manage requests current customers. The focus for phase 2 was to more easily manage sales and marketing activities and provide better management reporting into the business development process for the management team.
NaugaNeedles can now:
- More effectively track both prospect and client preferences. This has allowed them to expand their customer base and serve their customers more effectively.
- Increase the amount of marketing activity while making the focus more tailored to the customer's preferences. Initial marketing activity has increased by over 30%.
Voice of the Customer: "We looked at all the key CRM solutions on the market including Salesforce.com, Sugar CRM and Zoho" said David Mudd, Operational Manger, NaugaNeedles. "The reason we selected Microsoft was the familiar user experience plus the initial training that we received through the Zero2Ten Learning Labs Program. Adoption is key and the extra learning helped us get the solution up and started in our business."