Founded in 1972, Faith Technologies, Inc., is an employee-owned, full-service electrical and specialty systems contractor with locations across five states. It is one of the largest, privately held electrical contractors in the U.S. The company’s focus on design services in early project development, solutions for sustainable management, and on-demand labor have been major contributors to its continued success and growth.
Situation
Faith Technologies initiated a Customer Relationship Management (CRM) solution in 2006 primarily as a tool for sales force automation. Shortly after deployment, the project champion retired and user adoption suffered. Recognizing the solution’s greater potential to track and impact business opportunities throughout the entire sales cycle, the company called on Wipfli to revive and significantly expand its CRM program.
Strategy
Wipfli leveraged Faith Technologies’ original CRM efforts by introducing Wipfli Connect for Contractors to better suit Faith Technologies’ unique industry needs. The vertical solution derives all the benefits of Microsoft’s CRM solution but in an adapted and extended form of the software, letting the company work with applications with which it was already familiar.
Wipfli led a highly engaged Faith Technologies team representing individuals from the organization’s IT and business development departments. Together, they identified a greater scope for the program and addressed copious details up front. Wipfli:
- Provided a comprehensive analysis and design process to help Faith Technologies leverage technology in support of its objectives.
- Ensured overall data migration, conversion and integration, resulting in the subsequent ability to analyze data as business intelligence.
- Crafted a thorough training program for the company’s business development and estimator groups.
Benefits
Faith Technologies was determined to “do CRM right” and that commitment has paid off. All the company’s data is now tied together reflecting a single, accurate version of information, creating up-to-the-minute visibility and giving its employees reliable, actionable data. The company is proactively using that data to improve sales and business processes by leveraging the forecast features in Wipfli Connect for Contractors, as well as reports that capture historical activity and track the percentage of sales opportunities and estimates awarded.
Wipfli Connect for Contractors has further created a single point of collaboration allowing Faith Technologies to also enjoy comprehensive user adoption by its business development and estimator groups.