Executive Summary
MCAM Northwest, Inc. specializes in providing digital manufacturing solutions as an authorized reseller of Mastercam, a leading CAD/CAM software. They also offer other software solutions such as Verisurf, Ansys, and CIMCO, which cater to various manufacturing needs including 2-axis machining, multiaxis milling and turning, wire EDM, and router applications.
Their focus is on increasing productivity and reducing waste in manufacturing by providing tools and support for complex programming and machining processes. They serve clients in the Northwest region of the United States, including Oregon, Southwest Washington, Idaho, Alaska, and Hawaii. MCAM is based in Oregon City, OR, with a team of a dozen employees working remotely across five states. They actively participate in and host live, virtual, and hybrid events throughout our region.
The Challenge
MCAM had been using Solve360 for over a decade, which served them well. However, with a growing customer base requiring increasing levels of support, they outgrew the capabilities of Solve360. The system required too much manual work, consuming valuable time for their sales and support teams.
Implementation
The implementation process for MCAM’s new system focused on automating several key functions to enhance efficiency and productivity. Below is a breakdown of the major steps and components of the implementation:
- Data Migration:
- A full data migration was conducted to Zoho CRM, transferring historical data from the old system into the new one. This included migrating fields on customer accounts that specify whether or not they have renewals.
- Automated Deal Renewal System:
- The process of creating renewal deals was automated. Previously, sales teams had to manually track expiring contracts and create renewal deals. The new system now automatically generates these deals based on expiration dates.
- A scheduled function runs a query to identify expiring contracts seven weeks in advance. It then creates a renewal deal for each expiring product, using a standardized naming convention and assigning it to the appropriate customer care representative.
- Custom Web Form Submissions:
- A custom implementation was developed to handle HubSpot leads. This system identifies whether the leads are new or existing customers and processes them accordingly.
- New leads are added to the lead pipeline, while existing customers are flagged to notify sales representatives for potential new opportunities.
- Training Tracking System:
- A system was implemented to track training packages sold to customers. Each training package includes details such as the number of hours purchased, hours used, and the last training session date.
- This system ensures that customers who have purchased training packages receive the appropriate amount of training and helps MCAM to follow up on unused training hours.
Results
“Zenatta was able to create a custom program for us that pulls a parameter of fields and automatically creates the deals and tasks, saving our customer service department hours if not days of work!
Zenatta is easy to work with, extremely knowledgable and fairly priced. The customized programming they are able to provide is invaluable, and if you have a question you will receive a video walkthrough with the answer!
Communication is fantastic and your solution suggestions have all gone really well for us. We’re glad we found you and will continue working with you as needs arise.”
Tim Rowley – President
