How Inspire Workplaces improved customer visibility and sales processes with Maximizer CRM

Customer: Inspire Workplaces | Solution: Maximizer CRM | CRM partner: ProAptivity

Inspire Workplaces, a social enterprise within Northern Ireland’s Inspire mental health charity, provides workplace mental health and wellbeing services to more than 300 organisations across the public, private and third sectors. Its services include employee assistance programmes, specialist mental health interventions and workplace training.

As its services and customer base expanded, Inspire needed a customer relationship management (CRM) system that could support different teams, bring customer information together and provide better visibility of sales and account activity.

The challenge: finding a CRM that teams would actually use

Inspire had previously tried several CRM systems, but they had not been fully adopted. The software did not fit the organisation’s varied services, and staff had not received the training and support needed to make effective use of it.

Gavin Megaw, Contracts and Business Development Manager, explained that Inspire wanted a flexible, user-friendly system alongside a local partner who could help with implementation, in-person training and ongoing support.

The solution: Maximizer CRM with local implementation and support

After meeting Niall McCaffrey of ProAptivity at a local business event, Inspire selected Maximizer CRM. Its customisable features offered a way to support the organisation’s different teams, while ProAptivity provided practical guidance on setup, training and day-to-day use.

At the time of the case study, Inspire had 12 Maximizer users across sales, marketing, field support, customer accounts and management. Information previously held across different teams was brought together to create a more consistent view of customers and their needs.

The results: more structured sales and account management

With customer information in one place, Inspire could examine accounts in greater detail, identify opportunities and improve coordination between teams.

• Centralised customer records: Teams gained a shared view of customer information and interactions.
• Better sales pipeline visibility: Sales managers could monitor prospects, proposals and growth opportunities.
• More consistent follow-up: Structured processes helped staff manage enquiries and account activity.
• Less manual reporting: Managers could monitor progress against monthly account management plans more efficiently.
• Practical ongoing support: ProAptivity helped staff use CRM features, manage campaigns and understand software updates.

Turning CRM data into useful business insight

Maximizer’s configurable dashboards, indicators and reports helped Inspire analyse activity and identify areas for improvement. The team gained a clearer understanding of which customers were buying particular services, supporting more informed sales and service decisions.

Access to more consistent data also simplified monthly reporting to Inspire’s parent charity. Rather than spending time assembling information from separate sources, the team could use CRM reporting to review activity and performance.

Supporting future growth

Inspire saw Maximizer as a platform it could continue to develop as the organisation expanded geographically and introduced new services. Gavin also identified predictive sales forecasting as an area to explore in future.

The case study illustrates an important lesson: successful CRM adoption depends on more than software selection. A system that fits the organisation, combined with appropriate training and responsive support, can make customer information more useful across the business.

Could your organisation get more value from its CRM? ProAptivity helps organisations select, implement and improve CRM systems to support their teams and business processes.