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ATN's Journey to a More Efficient, Customer-Focused Solution

Autobahn Tires Newmarket (ATN), a leading automotive supplier specializing in tires and spare parts, faced challenges in managing their day-to-day operations and providing excellent customer service.

Before implementing a custom CRM, ATN struggled with disorganized data, inefficient processes, and a lack of tools to track customer interactions effectively.

To address these issues, ATN partnered with Concise Studio to develop a custom-built system that would simplify their operations and improve customer service.

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Roadblocks on the Road to Success

ATN faced a few roadblocks in their day-to-day operations. Here's what was slowing them down:

Disparate Data Sources

Product information from various suppliers arrived in different formats (XLS, CSV, API), making it difficult to track what was in stock.

No Customer Self-Service

Customers couldn't check the inventory, so they always had to call or email ATN. This led to delays and extra work for the team.

Manual Invoicing

The manual creation of invoices was time-consuming and prone to errors.

Limited Data Insights

ATN lacked comprehensive sales reports, affecting ATN's bottom line and customer retention.

What ATN Wanted to Achieve

ATN wanted their new custom CRM to tackle their biggest pain points and help them run a smoother operation.

Unify Inventory Management. ATN sought to consolidate all supplier data — spreadsheets, data feeds, and everything in between — into a single, user-friendly platform. This would eliminate the need to hunt through multiple files to find the right tire size or part number, saving time and reducing errors.
Automated Invoicing and Faster Order Processing. Tired of manually creating invoices, ATN wanted the CRM to automate the entire process, ensuring accuracy and speeding up order fulfillment.
Equip Customers with Self-Service. ATN wanted to give customers the power to check inventory in real-time, allowing them to quickly find what they needed and place preliminary reservations without having to call or email. This would enhance the customer experience and free up ATN's team to focus on other tasks.
Get Data-Driven Insights. ATN recognized the value of data in making informed business decisions. They wanted to equip their team with easy-to-access sales reports and analytics, providing a clear picture of what was selling well, identifying areas for improvement, and enabling them to optimize their inventory and pricing strategies.

Finding the Perfect Fit: The Search for a Custom CRM

ATN quickly realized that a generic, off-the-shelf CRM solution wouldn't address their unique challenges. Selling tires and spare parts has unique quirks, so they needed a system that could adapt to their established workflows, not the other way around.

Here's why an out-of-the-box CRM fell short:

Limited Flexibility.

Generic CRMs often lack the flexibility to accommodate the specific nuances of specialized industries like automotive parts. ATN needed a system that would be tailored to its unique order processing, inventory management, and customer interaction processes.

Scalability Concerns.

ATN's business was growing rapidly, and they needed a CRM to scale alongside them. Off-the-shelf solutions often have limitations in terms of data storage, user capacity, and customization options, which could harm ATN's future growth.

Integration Challenges.

One of ATN's biggest pain points was the disparate nature of their supplier data. Generic CRMs might struggle to seamlessly integrate with the various formats (XLS, CSV, API) used by ATN's suppliers.

Choosing a Custom Path. Based on these considerations, ATN recognized that a custom CRM solution was the only way to achieve their objectives. They needed a system that could:

Adapt to their existing processes.

The CRM had to be flexible enough to mirror ATN's workflows, not force them to adapt to a rigid, pre-defined structure.

Scale with their business.

ATN required a solution that could grow and evolve alongside its expanding operations, ensuring it remained a valuable asset for years.

Seamlessly integrate with supplier systems.

The CRM had to smoothly connect with ATN's existing supplier data sources, regardless of format, to streamline inventory management and order fulfillment.

Tailored CRM Solution for ATN's Unique Needs

Concise Studio collaborated closely with ATN to develop a custom CRM solution tailored to their unique business requirements.

This involved analyzing their existing data infrastructure, defining the project scope, and meticulously coding the core features.

Flexible Data Import. The system imports product data from various supplier formats.
Optimized Search. Advanced filtering functionality allows users to find specific tires or spare parts quickly.
Efficient Order & Invoice Management. Automates order creation and invoice generation for staff.
Customer-Friendly Pre-Booking. Allows customers to reserve products in advance.
Intuitive User Dashboard. Provides self-service access to order history, shipment tracking, and online payments.
Customizable Permissions. Ensures data security with granular access controls based on user roles.
Insightful Sales Reporting. Generates comprehensive reports for data-driven decision-making.

From Blueprint to Reality: Seamless CRM Integration

Concise Studio managed the implementation process, ensuring a seamless transition to the new CRM. We established connectivity with ATN's existing systems and supplier APIs and were also available for ongoing support.

User-Friendly from Day One

The new CRM’s intuitive design and user-friendly interface allowed staff to adapt quickly to the new system.

Additionally, ATN's proactive approach to providing training and support resources ensured that employees felt confident using the CRM to its full potential.

The Road to CRM Success: Key Takeaways

ATN's custom CRM has proven to be a game-changer for their business. Let's uncover the strategies and insights that made this project such a success.

Thorough Planning — Investing time upfront to clearly define needs and goals ensures a smoother development process.

Change Management — Prioritizing employee training and support is crucial for successful CRM adoption.

Collaboration — Close collaboration between the business and development team fosters a solution that exceeds expectations.

By centralizing customer data, automating communication processes, and providing insights for making well-informed decisions, CRM has become a cornerstone of ATN's continued success in the automotive industry.

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