Introduction
A US-based home improvement and kitchen retailer needed a proper CRM system to manage a sales process that spans showroom visits, quotes, and long installation timelines. RethinkingWeb led the CRM implementation and connected it to the retailer's existing systems via custom API integrations, over a year-long engagement.
The rollout gave the sales team a single system to track every customer relationship from first showroom visit through to installation, replacing a patchwork of spreadsheets and disconnected tools.
Problem Statement
Customer and quote information was spread across spreadsheets and disconnected tools, making it hard for the sales team to track long, multi-step sales cycles or get a clear view of pipeline status.
They needed a CRM that reflected their actual sales process, connected to existing business systems, without disrupting the sales team during rollout.
Solutions
RethinkingWeb implemented a CRM system and connected it to the retailer's systems via custom API integrations. Key elements included:
CRM Configuration
The CRM was configured to reflect the retailer's actual sales stages.
Custom API Integrations
The CRM was connected to existing business systems via custom APIs.
Unified Customer Records
Customer, quote, and project data consolidated into a single record.
Sales Team Onboarding
The sales team was trained and onboarded onto the new system.
Pipeline Reporting
Managers gained visibility into pipeline stages and conversion.
Phased Rollout
The system was rolled out in phases to avoid disrupting active sales.
Implementation
The engagement covered CRM configuration around the retailer's sales stages, custom API integration with existing systems, data migration and cleanup, sales team onboarding, and phased rollout across the sales organization.
Results & Achievements
The retailer came away with a CRM built around how its sales team actually works:
Clear Pipeline Visibility
Managers can now see pipeline status across every deal stage.
Unified Customer View
Customer and quote history is now consolidated in one place.
Connected Systems
The CRM stays in sync with the retailer's existing business systems.
Smooth Team Adoption
The phased rollout kept the sales team productive during transition.
Conclusion
By implementing and integrating a CRM built around the retailer's actual sales process, RethinkingWeb gave the sales team a single, connected system to manage every customer relationship.
