Case Study: CRM implementation for Proton Poland

Customer: Proton Poland

Proton Poland specializes in the manufacture and distribution of power generators - from portable models for individual users to large industrial systems. Their mission is to provide reliable power solutions that ensure business continuity for companies and individual customers.

Initial situation

Proton Polska did not have a dedicated CRM system, and only used Baselinker to manage the logistics of e-commerce orders for smaller generators. For larger orders, it lacked a structured customer management process, which caused difficulties in maintaining consistent communication, tracking customer interactions and effectively organizing the sales funnel.

Challenges

• Lack of a centralized platform to manage sales and customer data.
• Inefficient processes for tracking and handling large generator orders.
• The need to improve customer service and the repeatability of effective sales processes in order to scale.

Solution

1. Business process audit and workshop:

   • We conducted a detailed audit and a series of workshops to understand the specific needs and sales processes of Proton Poland.
   • We mapped their workflow at Miro, identifying bottlenecks and areas for improvement.

2. CRM implementation:

   • We introduced the Pipedrive CRM system to centralize customer and sales data.
   • We developed version 1.0 of the system based on initial requirements and feedback.

3. Iterative improvements:

   • After gaining experience with Pipedrive, we jointly designed version 2.0, simplifying and optimizing processes for the company's specific needs.

4. Custom Solutions:

   • We automated routine tasks such as follow-ups and reminders.
   • We enabled transparent tracking of customer interactions and clear stages in the sales funnel.

Results

• Streamlined operations: Documented business processes and a centralized CRM have simplified sales management.
• Improved customer service: Automated follow-ups ensured timely communication without the need for manual checks.
• Scalability: Repeatable and consistent sales processes have increased efficiency for both small and large orders.
• Data for analysis: The ability to track sales at every stage has made it possible to identify weaknesses, optimize processes and effectively measure results.