Speedpanel's CRM success in Australia’s construction scene
Customer Relationship Management systems (CRMs) are making an impact in Australia’s construction scene and not in the way you might think. Software traditionally used by sales and marketing teams to store data and track interactions, CRMs have now evolved to help with project management, product forecasting and compliance. Speedpanel, a leading Australian manufacturer of lightweight, user-friendly, fire-rated acoustic systems, has relied on SugarCRM for traditional sales and marketing needs for years. Now, the company is expanding its CRM use as part of an internal technology transformation. Their company use case shows how CRMs can be leveraged to improve business processes outside sales and marketing.
Data in one place
Bringing data into one place was Speedpanel’s biggest priority when upgrading to SugarCRM. Before SugarCRM the company used different systems to track building projects, leading to inconsistent and, at times, unreliable data. Now, all building project information is stored in SugarCRM. “Sugar is our project information oracle,” says Peter Lorenc, National Sales and Marketing Manager at Speedpanel. “With SugarCRM, everyone can see what stage a project is in and view related documents, meetings, call notes, stakeholders and other critical pieces of information.” The result is a smoother and faster project management process. “The faster we get, the happier our customers become,” says Lorenc.
Forecasting materials
Speedpanel also uses SugarCRM to forecast raw material needs and make stock orders earlier with better accuracy. This foresight has been a game-changer, especially when, with certain products, raw material lead times can extend to several months. “There are sometimes two to three-month lead times on materials, so we need to work ahead,” Lorenc explains. “Sugar has made us smarter when it comes to procurement. We can see what materials we need and when on one dashboard.”
Compliance checks
The most ambitious project Speedpanel is undertaking is digitising its installation reviews. By law, builders must install fire-rated walls according to strict building standards and codes. Speedpanel offers complimentary installation reviews to installers to ensure their systems are deployed in line with Speedpanel’s certification. This process typically involves a Speedpanel project manager visiting a building site, sometimes huge city skyscrapers, and manually writing installation notes that would later be turned into typed reports. Now, the company is developing a process for real-time installation reviews using SugarCRM. “We’re implementing a system enabling us to do near real-time installation reviews. The new SugarCRM Infield Install Review System will enable us to take photos remotely and use AI to help populate commentary around corrective requirements.”
Speedpanel is one example of a manufacturing company using CRM software to improve operations and its end-to-end customer experience. For companies looking to get more out of a CRM, the journey starts with understanding their specific needs. “Choosing the right CRM is about understanding your specific needs and how the software can enhance your processes,” says Peter. “Innovation comes from leveraging the CRM to its fullest potential, integrating it into your workflow and continuously exploring new ways to use the data and tools it provides to drive efficiency and improve customer satisfaction.”