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
Data Management and Migration
To make informed business decisions, you need to ensure all business data is accurate, clear, and accessible. Our team helps you find the best ways to track prospect and customer information and simplify your team’s ability to act on insights.
Establish a data management and migration strategy that boosts business growth
Transform information into easy-to-understand data visualization
Organize prospect and customer data into a single view
Integrate data from legacy systems, spreadsheets, and ERPs
Test and confirm CRM data migration success
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
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 all 3 CRM tech giants and is ready to provide platform-based consulting, configuration, and implementation services for startups, small businesses, and enterprises.
Customer Relationship Management by Service Area
With our CRM expertise, we’ll build a solution that blends with project management functionality – enabling you to foster more meaningful relationships across marketing, customer service, or sales teams.
Customer Service Management
- Effective customer relationship management
- A unified view of all customer interactions
- Recorded and accessible contact information collected from multiple channels
- Help desk ticket categorization and routing workflows
- Issues monitoring across channels (call centers, live chats, and social media)
- Streamlined full-cycle lead and deal management
- Tracked actions potential customers through multiple channels
- Real-time data sharing across sales pipeline activities
- Customized reporting serving cross-departmental needs
- Pre-scheduled activities like sending emails and initiating phone calls
- Data aggregation across social, email marketing, and more
- Efficient marketing campaign and content management
- Cross-sell and up-sell opportunity identification
- Automated customer segmentation and behavior pattern detection
- Up-to-date knowledge base of your leads, contacts, and accounts
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.
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.
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.
By effectively modernizing processes and eliminating redundant tasks, you'll save on operational costs and improve the output of customer satisfaction, acquisition, and retention.
“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
“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.”
VP of Sales at Barron Designs