Customer Relationship Management

Launch strategy-informed CRM software that connects all business operations, processes, and data to enable informed decision making

Implementing a Customer Relationship Management (CRM) system has far reaching impacts across your entire organization: from boosting team productivity to winning more leads to providing better customer experiences. To reach these goals, you need analysis, strategy, and technology that’s configured to your precise industry, business, employees, and customer needs.

At Highland, we provide a full range of CRM services that help companies translate their objectives into an optimized CRM solution.

We improve business workflows, consolidate data across channels, build up all-round customer profiles, connect organizational silos, foster collaboration, and more – maximizing every opportunity for business growth, team performance, and enduring customer relationships.

CRM Strategy & Consulting

A CRM is an instrumental part of successful sales, marketing, and customer service teams. We build CRM strategies through analyzing your business, conducting system audits, bridging departmental goals, and shaping your route to success.

  • Clarify business needs, organizational goals, and capability gaps

  • Define opportunities to strengthen customer support, marketing, and sales processes

  • Scope and accelerate your approach to enhance prospect and customer experiences

  • Identify the best CRM provider for your specific business needs

  • Obtain a detailed roadmap of your CRM implementation plan

  • Validate technology will deliver a solid return on your investment

CRM Design, Configuration, & Development

We have in-depth experience designing and configuring a CRM that’s customized to you – whether it be Creatio,, or SugarCRM. We’ll develop, test, and implement all required functionality, features, and API integrations, ensuring your new CRM supports you now and in the future.

  • Build new interfaces that increase visibility into work, tasks, and metrics

  • Optimize workflows to enhance team productivity, collaboration, and communication

  • Automate processes and alerts, saving employee time for more critical tasks

  • Configure a full-featured mobile app to stay on top of tasks no matter where you are

  • Develop custom objects, plugins, and form scripts that serve team needs

  • Integrate your CRM with other software, like internal messaging tools and email

Workflow Automation

We evaluate current processes, identify improvements, and deploy interconnected workflows. Our goals are to launch end-to-end processes that help you manage the complete customer journey – from lead to order, and continued account maintenance.

  • Define a consistent, high-quality workflow management model

  • Build individual task management workflows that roll up to an omnichannel view

  • Streamline contact management, notifying teams to follow-up with leads or customers

  • Prevent duplicate efforts between salespeople or customer service reps

  • Add simple, flexible templates and drag and drop processes

CRM Onboarding & Training

Our team provides a comprehensive user onboarding and training program that jumpstarts employee adoption and use of your CRM system.

  • Inspire CRM use with multi-level training catered to every department

  • Quickly adapt teams to new changes in technology, business processes, and reporting

  • Build self-service functionality allowing teams to how to modify features as work evolves

  • Devise an orientation program and user manual to onboard future, new CRM users

  • Adopt a CRM governance model that enables you to keep your CRM up-to-date

CRM Platform Support

We’ll stay with you after your new CRM tool goes live to address users’ feedback, and make sure the system has met strategic requirements and is tracking to reach projected ROI.

  • Audit system and implement updates and upgrades on an ongoing basis

  • Respond to ongoing maintenance and technical issues

  • Organize recurring meetings with teams to report progress and evolve your CRM solution

Ready to take your business to the next level?

CRM Technologies We Deploy

Highland is a certified partner of 3 CRM tech giants and is ready to provide platform-based consulting, configuration, and implementation services for startups, small businesses, and enterprises.

  • Creatio is a low-code solution for business process management, CRM, and customer service management. It helps businesses increase operational bandwidth to accelerate marketing, sales, and service by aligning data and processes.

  • is a cloud-based agile work operating platform that helps teams work without limits. It helps teams stay organized, manage all projects in one space, and increase organizational efficiency.

  • SugarCRM is a cloud-based application for sales, service, marketing automation, and customer relationship management needs. It helps sales, marketing, and services teams collaborate on improving your business’s customer experience.

"What sets Highland apart from competitors is that they’re more interested in what’s important for me. They’re interested in me as a business rather than me as a customer, which makes all the difference."

- Jeff Dordick, VP of Sales at Barron Designs

"They took the time to learn our process upfront, so their input is invaluable. They’ve made phenomenal changes and recommendations. They’re incredibly responsive and supportive.  Their mission is to make us successful, which is sometimes rare in a partner in the tech industry."

- Senior Vice President of Security Company

"Adoption of the CRM across the sales organization has been high. That’s a testament to not only the CRM but also Highland’s ability to map the solution to our existing processes. Their team did a really nice job supporting and training our sales folks."

- Andy Drummond, EVP at Robertshaw Controls

Our differentiators

  • Fit-for-Purpose Solutions

    We carefully study your requirements and design a solution that’s fit-for-your-purpose: your industry, your team, your goals – accelerating how you do business and grow as an organization.

  • User-Centric Design

    We create a convenient, easy-to-use CRM space for your business users by configuring functionality to their precise responsibilities and tailoring dashboards to multi-level departments. We pay attention to usability and training, ensuring long-term team adoption.

  • Intelligent Automation

    Engraining intelligent automation will help you better manage the entire sales and marketing funnel, from lead qualification to opportunity management, forecasting, and deal closure – making your jobs simpler and more accurate.

  • Cost-Effective Results

    By effectively modernizing processes and eliminating redundant tasks, you'll save on operational costs and improve the output of customer satisfaction, acquisition, and retention.

Our recent work

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