Aptean CRM Case Study: Weiler

Aptean CRM

Weiler Leverages Aptean CRM to Enhance Customer Service and Support Industry

Equipment

Challenges

» Existing system missing features » Poor user interface and adoption » Inefficient processes and wasted time » Lack of integration with ERP

Benefits

» Single solution offers visibility » User-friendly platform » Flexible mobile access » Tailor-made functionalities

As a leader in the paving equipment industry, Weiler is wellknown for its high-performance remixing transfer vehicles, commercial pavers, road wideners and other purpose-built machinery. Founded in 2000, the business has expanded rapidly and now has more than 550,000 square feet of manufacturing space, as well as a large corporate office facility at the same site.

The Knoxville, Iowa-based company is also proud to offer dedicated service and support, whether that’s for clients making their first purchase or troubleshooting and maintaining their existing fleet. With the need to manage relationships with clients and dealers being critical to growth, in 2021 the Weiler leadership team identified that the solution the company had in place for sales and customer relationship management was far from ideal and needed to be replaced.

The irrelevant functionalities that the software offered— not to mention the suboptimal user experience and cumbersome interface—simply did not justify the cost it required to maintain. It was also cluttered with features that Weiler’s staff didn’t need, but at the same time was inflexible and required excessive manual data entry, including the filling of fields that weren’t relevant.

“Aptean CRM has really helped our different departments communicate. They have a single source of information that is accurate, consistent and in sync with our ERP.” Sharon McCombs, IT Manager, Weiler

Thankfully, a superior alternative emerged from the sea of options on the market in the form of Aptean CRM, and the system is now being used in several different operational areas for improved results and operational visibility. Read on to learn more about Weiler’s journey from the evaluation process through roll-out and up to realizing the benefits today and in the future.

Implementing Aptean CRM for a Better Experience The decision-makers at Weiler were initially attracted to Aptean CRM for its lower cost and the option to integrate the software with the company’s Aptean ERP system. By syncing the two solutions, everyone in the organization is now able to have accurate, real-time data at their fingertips across both systems, facilitating better strategic decision-making.

“We were looking for a streamlined, manufacturing-specific application that would assist with our sales and marketing,” said Sharon McCombs, IT manager at Weiler. “We immediately saw Aptean CRM as an opportunity to have integrated functionality in a tool that our people would use more while also costing less.”

The Weiler project team also appreciated the user-friendly look and feel of the platform, as well as the ease with which the system can be navigated and tasks can be accomplished efficiently. Whether it’s checking on inventory levels, reviewing sales orders or grabbing customer contact information, employees are always just a few keystrokes or clicks away.

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“Our users were spending 15 to 20 minutes on a task that now takes two to three minutes using Aptean CRM,” said Shelsea Lent, systems and process support at Weiler. “The team likes that the system is simpler to navigate and easily accessible on their phones.”

An accelerated deployment timeline was chosen, with just a matter of months between an agreement being signed and the completion of the project. Weiler and Aptean worked collaboratively throughout the process, maintaining consistent contact and working together toward a shared goal and excellent results.

Realizing Organization-Wide Benefits Since the go-live date, Aptean CRM has seen widespread adoption across multiple departments at Weiler, including sales, marketing, product support, service and engineering. And better still, the collaboration between those departments has been enhanced, and all parties have access to the records they need, from customer cases to prospect details.

“Aptean CRM has really helped our different departments communicate,” McCombs said. “They have a single source of information that is accurate, consistent and in sync with our ERP.” While use of the new solution has had impressive transformative effects for the business, it hasn’t required reinventing the proverbial wheel, either. The people at Weiler are much happier with Aptean CRM in part because, unlike the solution that was in place previously, it doesn’t get in the way of what they’re trying to do—it instead makes their work easier and helps them get more done.

“We didn’t want to make our processes fit the software,” Lent said. “We wanted a CRM that fit our company, and we found that in Aptean CRM.”

Final Thoughts and the Aptean Difference Looking back on their experiences with this CRM implementation, McCombs and Lent agree that it’s important to approach the matter with patience, prioritizing good organization and taking time to clean up bad data to enable smooth progress. They also point out how critical it is to have a qualified individual lead the effort with support from representatives across several departments.

It also helps to work with a provider that offers not only industry-specific systems, but also best practice advice formed from decades of collective experience with the manufacturing market and its unique challenges. Aptean is proud to meet that description and strives to work with each client that we serve as a long-term partner, seeking mutually beneficial outcomes and joint success.

For Weiler, the future is bright, with a sound technological foundation that includes two best-in-class Aptean solutions. In Aptean CRM, the company’s personnel have the platform they need to promote better customer service, keep the business profitable and get more done every day.

“We didn’t want to make our processes fit the software. We wanted a CRM that fit our company, and we found that in Aptean CRM.” Shelsea Lent, Systems and Process Support, Weiler

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About Aptean

Aptean is one of the world’s leading providers of purpose-built, industry-specific software that helps manufacturers and distributors effectively run and grow their businesses. With both cloud and on-premise deployment options, Aptean’s products, services and unmatched expertise help businesses of all sizes to be Ready for What’s Next, Now®. Aptean is headquartered in Alpharetta, Georgia and has offices in North America, Europe and Asia-Pacific.

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