Lincoln Waste Solutions Achieves 40% Customer Service Efficiency Increase with Sage CRM
Headquartered in Bloomfield Connecticut, Lincoln Waste Solutions (LWS) operates a brokerage service, acting as a middleman connecting multi-site businesses in the US and Canada with waste disposal specialists, negotiating deals that benefit both parties while giving itself a revenue stream.
A business model built on transparency – anything it can save businesses is split 50/50 – has helped LWS differentiate and achieve year-on-year growth of 30 percent. Success has seen the company move to bigger offices and upgrade its Sage accountancy package to Sage 100.
The Business Challenge
Jay Lentz, Client Development Executive, recognized that a missing piece in the jigsaw was a CRM (Customer Relationship Management) solution. “We wanted to have reporting and all the communications in one place. When we took on a new client there was no natural transition in our systems from being a prospect to a customer,” he said.
The company had been using Sage ACT! for the sales team and relied on over 500 individual spreadsheets to manage customer relationships. It had worked fine in the early days but LWS found themselves struggling to make the spreadsheets work as the business grew.
“There were growing pains that come with success. We had inefficiencies, and a lack of communication as well as difficulties with managing information consistently,” said Lentz. “We needed to streamline processes and simplify communication across the organization…”
Lincoln Waste Solutions had outgrown its systems and needed a CRM solution for managing the sales pipeline, improving customer support services, and achieving a better overall view of the business.
Sage CRM provides a single source of data that integrates sales, customer service, and marketing, increasing operational efficiencies while providing real-time insights to better inform future business strategies.
With Sage CRM, Lincoln Waste Solutions has become a more agile business achieving a 40% improvement in customer support. It has put the business on a sound footing for staying lean while maintaining growth.