Industrial Inkjet Switches to Workbooks CRM, Citing Clarity, Cost-Efficiency & Standout Support

After years of navigating CRM frustrations, UK-based manufacturing company Industrial Inkjet (IIJ) has found its definitive solution in Workbooks CRM, and early results are already transforming how their team works. Having cycled through several CRM platforms, including a recent stint with HubSpot, IIJ found itself burdened with disjointed data and resistance to making any changes.

According to IIJ, their previous CRM had become more of a hindrance than a help. “Emails and attachments were everywhere — every account, case, and opportunity looked the same. It was impossible to track down specific communications.” This widespread data displacement led to unnecessary complexity and staff actively avoiding the system altogether.

IIJ then faced additional costs during their renewal process. “The jump up in cost was very noticeable for specific licences.” Features previously included, such as automatically pulling company information from a domain name, suddenly became outside of the subscription.

“It was becoming more expensive to have the same functions”.

Workbooks, which had previously been a contender, emerged as the clear choice. During initial discussions, Workbooks effortlessly addressed IIJ’s core issues. “When they visited us and showed how they could handle our pain points right out of the box, it felt like we’d finally found a real solution,” said IIJ. “Everything was where it needed to be — emails, attachments, and records were actually intuitive and easy to find.”

Within a month of going live, IIJ saw widespread adoption. Key improvements include:

• Precise Email Linking: The ability to link emails to specific cases or opportunities, eliminating information sprawl.
• Targeted Attachments: Files now reside only where they belong (e.g., image files on print sample requests, not everywhere).
• Enhanced Reporting: A comprehensive library of customizable reports allows detailed tracking of opportunities from lead to win. This advanced feature would have been an additional cost with their previous provider.
• Intuitive Case Management: Customer service teams find the case management system highly intuitive and effective.

“Everyone’s using it. It’s easy. Even the people who usually avoid CRMs are engaging with it daily,” IIJ said.

A defining factor in the successful transition was Workbooks’ proactive and consistent support, a stark contrast to IIJ’s frustrating previous experiences. “Our previous provider never spoke to us at all, and Workbooks won’t leave us alone,” a colleague reportedly quipped, referring to Workbooks’ thorough onboarding and ongoing engagement.

Looking ahead, IIJ plans to implement Phase Two enhancements, including integrating more data from other sources and building an extensive product library. IIJ affirmed Workbooks’ suitability for manufacturing companies, particularly for customer-facing operations like customer service, quoting, and installations.

“It just works as advertised,” IIJ concluded, highlighting Workbooks’ commitment to delivering on its No-BS CRM promise, and its vision for integrating seamlessly with ERP systems for comprehensive business management.