MCAM Northwest, Inc. – CRM Modernization & Automated Renewals Case Study
Industry: Manufacturing & Industrial Technology |
Location: Oregon City, OR, USA |
Team Size: ~12 remote employees
Apps: Zoho CRM (custom automation & training tracking)
Executive Summary
MCAM Northwest, Inc. provides digital manufacturing solutions as an authorized reseller of Mastercam and complementary software such as Verisurf, Ansys, and CIMCO. Their tools support a wide range of manufacturing needs, including multiaxis milling and turning, 2-axis machining, router work, wire EDM, and complex programming.
The company serves manufacturers across the Northwest region of the United States, including Oregon, Southwest Washington, Idaho, Alaska, and Hawaii. MCAM operates from Oregon City, OR, with a remote team spread across five states and a strong presence at live, virtual, and hybrid events. To support a growing customer base and heavier service demands, they partnered with Zenatta to modernize their CRM, automate renewals, and gain better visibility into training usage.
The Challenge
For more than a decade, MCAM relied on Solve360 as their CRM. The tool worked well early on. However, as their customer base expanded and support expectations increased, the system began to show its limits.
Most tasks related to customer management and renewals required manual effort. Sales and support staff spent valuable time tracking contract end dates, creating renewal deals, and managing follow-ups by hand. Over time, this manual process became a drag on productivity and made it difficult to scale operations efficiently.
Why It Mattered
MCAM’s clients depend on timely renewals and responsive technical support. When internal systems slow down, the customer experience suffers. Manual processes also increase the risk of missed renewals and inconsistent follow-up.
To keep pace with demand, MCAM needed a modern CRM that could automate repetitive work, provide a single source of truth for customer data, and support more advanced workflows. They also wanted a better way to track training packages so customers would receive the full value of the hours they purchased.
The Zenatta Solution
Zenatta worked with MCAM to design and implement a Zoho CRM environment that replaced Solve360 and automated key parts of their revenue and service operations.
- Data Migration to Zoho CRM: Zenatta migrated historical records from Solve360 into Zoho CRM. This included all core account and contact data, along with key fields that indicate whether a customer has active renewals. As a result, MCAM retained important history while moving to a more flexible platform.
- Automated Deal Renewal System: Previously, staff had to manually monitor upcoming expirations. Zenatta designed a scheduled function in Zoho CRM that runs regularly, identifies products set to expire seven weeks in advance, and creates renewal deals automatically. Each deal follows a clear naming convention and is assigned to the correct customer care representative. This automation saves time and reduces the chance of missed opportunities.
- Custom Lead Handling for HubSpot Web Forms: MCAM receives inbound leads through HubSpot forms. Zenatta built a custom integration layer that checks each submission against existing CRM records. New contacts enter the lead pipeline, while existing customers are flagged as potential new opportunities for the sales team. This approach prevents duplicates and ensures that important signals from current customers do not get lost.
- Training Package Tracking System: Many customers purchase training hours along with software. To manage this more effectively, Zenatta implemented a structure in Zoho CRM to track training packages by customer. Each record includes hours purchased, hours used, and the date of the most recent session. With this visibility, MCAM can follow up on unused hours, schedule additional training, and make sure clients get full value from their investment.
Results
While MCAM has not yet published hard metrics, the impact of the new system is already clear to their team. Routine tasks that once required heavy manual effort now run automatically in the background.
- Renewal deals are created on a schedule, well before expiration dates.
- Customer care teams spend less time on data entry and more time supporting clients.
- Leads from HubSpot arrive cleanly in Zoho CRM with the right status and ownership.
- Training packages are tracked with clear visibility into remaining hours and usage.
“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 knowledgeable 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, MCAM Northwest, Inc.
