Tag Archive for: customer success

Hotsy is North America’s number one name in cleaning equipment. Based in Des Moines, Iowa, they specialize in distributing and manufacturing high-quality industrial pressure washers. The company has over 40 years of experience in providing its customers with insight, training, support, and service for their particular cleaning requirements.

As leaders in their field, Hotsy Cleaning Systems sales required a powerful CRM. Therefore, they upgraded their sales system to Salesforce and Sage 100 in addition to barcoding from Gimbal Barcoding to better track inventory.


Hotsy Cleaning Systems began using Act! CRM for their tasks, but as they grew they noticed that it wasn’t a clear way for it to communicate with their Sage 100 ERP. So they moved to a superior sales system: they chose Salesforce, the #1 Customer Relationship Management software.

Sage held all of their accounting data and Act! was their CRM software. Prior to moving to Salesforce and SYNC, it would take time if a field rep was trying to log into either system to find the data, and would have to call back into the home office for assistance.

The teams at Hotsy sought a more effective CRM that could meet their needs. Then, the sales and service needed to be able to easily access information in Sage 100 ERP and Salesforce.

Hotsy required a sales system solution that could integrate their ERP and Salesforce and that would help them access real-time data along with parts that have been barcoded, to help track inventory, warranties, sales, service, and more. They needed to be more efficient on keeping track of parts both sold and used for service. 

Besides, Hotsy knew that in order to remain leaders in their field they needed to take the company to the next step. The team also wanted a powerful system that could successfully lead them into phase 2 of their sales strategy: securely accept payments at the time of service. 

Hotsy would have to invoice, and payment could take days or even weeks and that was not acceptable in order to provide efficient customer service. This was a step back that no leader company wants to take. 


To help enhance sales and customer service, Hotsy implemented Salesforce CRM and found out it was the superior system they needed to boost their sales.

They also relied on Commercient SYNC, the #1 data integration platform for sales, to connect their Sage 100 ERP with Salesforce to easily access information between the two systems.

“With the Sage 100 information being pulled into Salesforce [via SYNC], I was able to give a little more structure to it, a little more definition, and make it easier for people to have access to data on the go, as well as being able to find what they need,” explained Patrick Foy, Technical Architect at Hotsy.

As a leader company, Foy and his team also decided to work with Commercient and Gimbal Barcoding to barcode their devices and parts. They were sure that this was the right solution to become more efficient when reps are in the field making sales, in addition to being able to track parts better from both the sales and service side.

Commercient also became the solution the Hotsy team was seeking for their phase 2: take payments more efficiently at the time of service without wasting time.

That’s why Hotsy’s next step was using Commercient’s Sync2Pay solution to take immediate and secure payment in the field and become more productive. By making the software choices that suited their needs, Hotsy’s objective was to save critical time by having their systems integrated.

“It will be saving approximately, I would say, five business days from time paperwork is inputted, to the time it’s turned over and going out as an invoice. Which is making a net 30, technically a net 35 in some cases, or longer. So now we’re actually going to be within our nets.”, as Foy estimated.

Commercient and Gimbal Barcoding helped to barcode all their parts and pressure washing systems, with a connection to their ERP and CRM.

Hotsy now has a more efficient sales team on the field. Now they save a lot of time when selling something. “They’ll be able to scan it, import it into an order or work order, sync it up through Commercient, and into our Sage system and we’ll have the sales order in the system. They can take payment on it and everything.”, according to Foy.

Commercient SYNC did also wonders for inventory being synced into Salesforce

“We have people out in the field that will be able to look up a part number, see if they have it on their vehicle. Also what other warehouse [that part] is in. There is no more of that need to, ‘Okay what’s the part number?’ And take the time to look it up, saving, minutes, which didn’t seem like a lot, but minutes over a day, over a week, over a month, over a year…” 

As a result of choosing Commercient SYNC for their data sales integration, Hotsy is more productive and customer-centered mainly because of the benefits of ERP and CRM integration. 

Now the employees have more access to real-time data such as orders, invoicing and more.

With SYNC integration, Hotsy Cleaning Systems has all the right tools to invest in their customers, make them a priority and save valuable time. The company has already spent 40 years providing its clients, both individuals, and businesses, with the insight and training for their cleaning requirements. And now Hotsy is on the right path to stellar customer service.

There are over 85 systems integrated by Commercient, including Sage, Acumatica, SYSPRO, Epicor, SAP. The systems “talk” to each other resulting in an increase in productivity, just as Hotsy found out. 

Let Commercient be the solution for your company too. Contact us now and let’s discuss your data integration needs.

There can be no business without customers, and optimizing and retaining clients is crucial to customer success. Therefore, it is essential to build upon established relationships, and provide value to the customer. To stay competitive, simply acquiring customers is not the answer; you need long-term retention and repeat value.

Customer success is about creating solutions to potential problems of customers. It is essential to understand the customer’s needs, and have a thorough knowledge of the product backed by excellent people skills. These will help you guide a customer towards success.

Every customer that shares their positive experience as a testimonial is a success story. The next step is to share such stories with potential customers, as well as your team. Let’s understand why this is important.

Increase Sales

Customer success stories can nicely complement an advertising campaign. These stories are effective, because they feature real people with real issues and solutions.

The impact of a customer success story is much greater, as the people who are the lead characters in these stories are reliable reference points to potential clients, giving first-hand feedback. The results are instant as new customers can see the benefits of your products or services.

Take a look at some of the customer success stories about Commercient SYNC, the #1 data integration platform for sales. Each one tells a story about a customer’s need or issue, and how Commercient helped solve it by integrating their ERP and CRM. Click this video to watch how SYNC works.

Helps with Enhancement of a Product or Service

Customer success stories shared with Marketing or Sales can also help with enhancing the product or service that may have an issue or problem. The solutions can become part of the development or upgrading of the product or service.

Other team members of your business can benefit from such updated services and products, and saving time and effort. They also enhance the reputation of the provider.

Customers also save time on the lengthy process of making reference calls, looking for testimonials, reviews and other information through various sources.

Helpful with Marketing Campaigns

Sales and Marketing perform the all-important role of generating new leads, converting those leads, and retaining customers with strategies and support. Customer success stories, such as testimonials, case studies, and quotes, are interconnected with an effective marketing or sales strategy. They are excellent for adding to your marketing strategies.

Using more of these success stories within Marketing and Sales is certain to give you a competitive advantage. These stories can support your overall Sales and Marketing process as they provide positive feedback for your business.

Identify Common Problems

If you have clients across different industries with issues that you helped solve, and are typical to each industry, you must create individual success stories that address that particular business. These are great stories to share with prospective clients in the same industry.

Use your website or blog to talk about these common issues, and how you addressed them with your solutions. It’s always better to have a story with a focus on the buyer’s problems and how they were solved, and not just your product or brand.

Create Trust and Credibility

With so many companies out there offering similar products and services, what can you do to put you ahead in the race? Surveys suggest sharing customer success stories are a great way for businesses to prove their competitive edge to prospective buyers, and gain trust.

It is also prudent that you share your case studies and success stories as early as possible to effectively explain the benefits of your product over others. When you share your stories, you also reassure a prospective buyer of your knowledge and credibility in the industry.

By working through real client issues and then sharing these, you gain insightful knowledge and expertise which your competitors may be struggling with. These solutions are also the recipe for some great content which your team can use and share online and at events or conferences, and during potential interviews with the media.

Stories are Likely to be Retained

Who doesn’t like to weave stories? And who doesn’t like listening to a story? Data and stats are boring, whereas stories are interesting. People are much more likely to remember a good story than numbers.

The solutions are an intrinsic part of the story, and are much easier to visualize and keep the customers engaged. Just like with everything else, personalizing the story to match a prospective client’s needs is even more effective.

Incorporating stories into the sales process is most likely to win you the deal with the customer who is also free to add his own stories for the benefit of both them.

Commercient is a reliable name in the field of data integration for sales; our SYNC platform actively integrates ERP and CRM systems. Commercient has successfully worked with clients from a multitude of industries, and has happy customers whose businesses have been transformed.

We are proud to be associated with our clients and been a part of their success stories with our efforts. To read our customer success stories, please click here.

If you’d like to learn more about Commercient SYNC, please contact us today!

About the Author

Raj Adhi is a professional writer, editor and blogger. She has completed her Graduation in Chemistry and Masters in Journalism from University of Mumbai.

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