GroupLink ContactWise - Novell GroupWise CRM

Pioneer Surgical

Background

Pioneer Surgical is based in Marquette, Michagan. The organization has been in business for 12 years, and currently has 125 employees. Pioneer Surgical provides surgical technology products (orthopedic devices) to hospitals and private practices throughout the United States.

The Problem

Like so many growing businesses, PS was constantly striving to make and keep new contacts. The process of cultivating and maintaining competent client relations and communication was a struggle for PS due to a lack of timely and efficient contact management. The firm was relying upon three or four individuals to maintain customer relations. While this approach had been functional in the past, the continual growth of Pioneer Surgical mandated a change to greater efficiency and clearer communication.

In dealing with hundreds of clients, PS’s senior executives found themselves doing just about everything. In the interest of supplying competent customer care PS was in the exhaustive practice of information sharing known as “he-said, she-said.” The process of recording crucial information on paper did not allow for optimal communication or information sharing. The task of acquiring and disseminating information on these terms was simply less-effective.

The Solution

Pioneer Surgical, having the option to adopt Microsoft or Novell products has given them the versatility for great successs. The firm was looking for a software solution that would not only provide the needed solutions for contact and information management, but also a product that could integrate with their existing Novell technology. GroupLink’s ContactWise fulfilled all of those needs and more.

Prior to the implementation of ContactWise PS’s executives were inundated with the various tasks associated with contact and information management. With the addition of ContactWise all responsibilities associated within this area of need have been relegated to a recently created position within the firm. Gretchen Wells now maintains these various duties as the Business Services Coordinator. “I use ContactWise at least 50% of the day, everyday,” said Ms. Wells. “We have a continually growing database of clients, vendors, and investors. A great deal of what we do is mandated by confidentiality agreements, the ability to communicate by group, which is one of the tools ContactWise has provided us, has been instrumental in our ability to organize and communicate efficiently.”

“Unlike before, the ability to maintain accurate and up-to-the-minute records on all of our various areas of business and clients has been a great success for us,” said Ms. Wells. “Now all of our 100 ContactWise users have immediate access to client histories. This is very important because of many reasons but particularly due to confidentiality agreements. Now everyone can see who they can or cannot speak with regarding sensitive information,” said Ms. Wells. “The time-saving quotient is invaluable; my day is centered around ContactWise, and the ability to use group or mass emails is great!”

Conclusion

With the implementation of GroupLink’s ContactWise Pioneer Surgical has experienced significant gains in productivity and contact / information management. Taken from a system of information sharing that included hand-written notes and “he-said, she-said” to a fully integrated open-access communication database, PS has leveraged their software investments for success. “It would be hectic and crazy around here without ContactWise, we would be rummaging through paper all day,” said Ms. Wells. “Before ContactWise our organization was in a developmental stage, now we are branching out in every direction—including internationally!”