Increase your customers’ value with Webmecanik’s CRM

What is Gesclés’s mission?

GESCLÉS, a French SME founded in 2008, brings together the best solutions for managing key storage and movement: from the smallest key boxes to smart cabinets that track their users, GESCLÉS advises and defines the equipment best suited to managing their flow within the company.

It is very often a headache to know where they are stored, who took them, when and at what time, how to protect them, make them available, and where to leave them.

GESCLÉS addresses these issues in a way adapted to the users’ context, whether it involves a shared vehicle fleet or offices. With the development of private accommodations such as Airbnb, the general public can discover key management solutions for an apartment entrance key through a coded lockbox.

We have a wide selection of solutions, from the smallest mechanical solution to modern, connected solutions for every budget.

How did Gesclés begin?

The company was founded in 2008 by two partners, Daniel Terry and Pascal Lentes, who brought complementary and alternative solutions to electronic key management cabinets.

I took over Gesclés in 2017, following Daniel TERRY’s retirement. We handle the sale of the solutions, their installation, and their maintenance. We have around thirty products in our catalog related to key management.

Why did you implement a CRM at Gesclés? What issues needed to be resolved?

When I acquired Gesclés in 2017, we had many customers, but no history associated with each of them. How long had they been customers? What purchases had been made and when? Had there been any maintenance operations or product upgrades?

It was not possible to get an idea of the relationship we had had with each of them. Was the relationship warm or conflict-ridden? How intense was the communication? How long ago was our last customer interaction?

And finally, we had no certainty regarding the reliability of updates to email or postal address data in order to carry out marketing and sales communication actions.

In summary, there was no CRM software, only a multitude of Excel files not connected to each other, and without any indication of the dates on which each piece of personal data had been updated.

We needed a reliable, easily configurable, and operational database. In addition, from 2018 onward, GDPR obligations concerning prospect and customer data led us to choose Webmecanik’s CRM, which had integrated segmentation and opt-in concepts.

Which Webmecanik CRM features do you use the most?

We use it both to properly understand and qualify our prospects’ needs, but also to effectively manage the services we offer throughout the lifecycle of our customers. This allows us to satisfy them, retain them, and significantly increase additional sales with them.

For this, we use everything related to contacts and companies in order to keep useful information up to date, manually after meetings, or via automated forms on our websites.

In addition, all prospecting and follow-up information, as well as reports, are associated with deals and contacts.

All these CRM features allow us, in real time, to track orders—regular or otherwise—to have traceability on equipment maintenance, and to know each customer well, as well as their evolution within the company. In fact, when a customer changes companies, we very often gain a new account!

Which solution(s) did you use before?

Previously, we only had our Sage ERP management solution. But it only manages stock, logistics, and invoicing aspects. On the other hand, all customer relationship management was spread across a scattered collection of Microsoft Excel sheets, which quickly became unusable. Microsoft also had the good idea of acquiring Dynamics CRM to address this!

Choosing Webmecanik’s CRM allowed us to streamline all the available information, clean it up, and update it.

What benefits did you get from using Webmecanik’s CRM?

We significantly increased the total value of each of our customers by more than 30% thanks to a much better understanding of each of them and their needs. Our additional services and product upgrades are offered at the right time, to the right person.

We have greatly increased the loyalty of our business customers. Our follow-ups are systematically carried out at the right time thanks to good coordination of actions between marketing, sales, and after-sales support service.

Customers thank us for the quality of the follow-up. In turn, I would like to thank the Webmecanik teams for the relationship of trust and closeness. The SaaS solution has become indispensable to our business.