Trimatt Systems

Trimatt Systems is a family business supplying printing-technology solutions across Australia, New Zealand and Asia. As the company grew, founder and general manager Matt Johnson carried much of the business and client information in his head and in an Excel spreadsheet. With expansion came difficulty sharing that information among staff. “Small things like being approached by people who wanted our customers’ numbers became problematic and the amount of tasks the business was doing stretched our resources very thin.”

Because Trimatt was founded on strong customer-service principles, Johnson felt the business was falling behind in this area. “We weren’t effective in communicating customers’ addresses and phone numbers and that made me look at what CRM was available.” Some staff struggled to see the value of the new system, so adapting it required work and careful direction.

Trimatt engaged with a certified consultant (Richard Milland) to discuss which CRM solution would integrate best with its existing server and systems.

The implementation was planned so that the database synchronised regularly and staff could access the CRM via mobile devices when out of the office. The structure of tasks, calendars and mobile access was established to align with the team’s daily workflow and facilitate clarity and coordination.

The company deployed Act! on its server with mobile-access support.

The CRM now allows staff to pick up where others have left off, view a daily task list (displayed on a large TV in the office), see assignments and calendar items clearly, and maintain consistent customer information across the team.

Trimatt Systems has effectively coordinated its customer knowledge and improved internal transparency. According to Johnson, “For the investment made, I am very happy with the product and service. We … know in terms of my productivity and putting the team on the same page, it paid for itself in the first six months.”

The staff are more aligned, less time is wasted chasing information, and suggestions from the younger team members are already pointing to further use of the CRM for marketing campaigns and additional modules.