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, monday.com, 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