What was the scope of their involvement?
Our old CRM was particularly antiquated and no one was using it to log and track interactions. We needed a platform that would allow us to maintain over 60 years of legacy data while integrating properly with our Outlook email system and mobile platform. Originally we didn’t have a mobile app at all, though it was necessary for our very decentralized organization with field personnel throughout the United States. Highland Solutions helped us implement our current SugarCRM system, which is modern and updates in real-time.
We continually add licenses and users to the platform as our organization grows. Their team helps us make design changes to better capture data and information on the interface. Using the new CRM, we create a set of reports and dashboards for both sales and operations to ensure we were thinking properly. Their team reviewed our work and made suggestions on how we could improve.
What is the team composition?
I worked primarily with John (Principal of CRM Practice, Highland Solutions), Elizabeth (Director of CRM Practice, Highland Solutions), Patty (Senior CRM Specialist, Highland Solutions), and Shad (CRM Solutions Architect, Highland Solutions). There was a minimum of six team members on the project on a fairly consistent basis. John was my main point of contact and was responsible for engaging with personnel from SugarCRM.
How did you come to work with Highland Solutions?
I initially did a Google search for top CRM providers. SugarCRM popped up as the number-one CRM by PC Magazine, so I decided to check them out. I was familiar with the space, but had never heard of SugarCRM before.
Their website gave me the opportunity to do a free demo, so I went for it. I was able to see the platform and its capabilities while trying it out. During that time, John reached out to me. We decided to have a meeting, which turned into multiple meetings, and I was very impressed by Highland Solutions' offerings. It wasn’t my responsibility to do this research, but after approaching my boss with this research, I was asked to move forward with them as the lead on this project.
Selecting them ended up being a very easy decision. They had a thorough process and were truly interested in partnerships. That’s how we do business—we seemed to be perfectly aligned. Price was never the deciding factor because we were able to find the best possible solution.
How much have you invested with them?
We’ve spent about $250,000 with them, much of which can be attributed to licensing fees.
What is the status of this engagement?
We started working with them in October 2017, and they still support us now.