Introduction and Challenges
An established Indian enterprise, founded in 1927, has expanded across the automotive, engineering, and petroleum sectors. Headquartered in Gurugram, it operates through an extensive network of 91 branches and collaborates with over 75,000 dealers across India. With a workforce of around 700 employees, the group handles massive volumes of stock, orders, and customer interactions.
As growth accelerated, the company encountered several operational bottlenecks:
- Fragmented inventory and sales tracking across locations, leading to poor stock visibility
- Sales teams struggled with manual order follow‑ups and delayed responses
- Customer records are scattered in spreadsheets and siloed tools
- No unified reporting dashboards, making real-time performance monitoring difficult
- Coordination across branches was inefficient, resulting in duplicated efforts and errors
Management recognised that to maintain customer satisfaction and keep scaling, they needed a centralised CRM system, one that was easy to use, could adapt to their existing workflows, and scale across the network.
Why Newton CRM?
After evaluating several CRM solutions, the company selected Newton CRM for its ability to deliver:
- A single centralised platform for managing leads, orders, inventory visibility, and customer data
- Automation of routine tasks and reminders, cutting down on manual follow‑ups
- Real‑time dashboards and reporting, giving managers instant insight into sales, stock, and team metrics
- A cloud‑based, cost‑effective solution with minimal training overhead and rapid deployment
Implementation and onboarding were completed in just 4 weeks, with strong support from the Newton CRM team.
Newton CRM’s Role in Transformation
Newton CRM became the central hub for managing sales inquiries, inventory allocation, customer communication, and performance tracking, rolling out across Sales, Logistics, Marketing, and Admin teams.
Key Functions Delivered:
- Centralised Lead and Order Management: All incoming inquiries, from dealers, walk‑in customers, website, or phone, were captured and routed through Newton CRM. This eliminated lost or delayed responses. In the first three months, untracked leads dropped by 90%.
- Task Automation and Reminders: Follow‑up reminders, pending order alerts, and renewal reminders were automated. Sales and support staff received timely prompts for calls or dispatches, improving on‑time responses by 75%.
- Real-Time Reporting and Dashboards: Managers gained access to up‑to‑date KPIs—order volume, conversion rate, stock turnover, and branch‑wise performance. Forecasting accuracy improved by 30%, and decision‑making became faster and more reliable.
- Multi-Location Access and Standardization: Being cloud‑based, Newton CRM provided standardised workflows across all 91 branches. It saved more than 180 man‑hours per month previously spent on manual coordination and updates.
- Customisable Workflows: The CRM was tailored to match specific lead stages, multi‑level approvals, branch‑based dashboards, and stock‑replenishment triggers, adapting to the company’s existing processes to ensure easy adoption.
Quantifiable Business Impact
Within just six months after go‑live, the organisation observed:
- 42% faster lead‑to‑conversion cycle due to streamlined processes and visibility
- 90% reduction in missed or delayed follow‑ups
- 60% improvement in customer engagement via automated notifications and updates
- Monthly savings of 180+ man‑hours, enhancing productivity
- 25% increase in sales team output, supported by performance tracking and automation
- 30% better accuracy in reporting and forecasting
These results not only improved internal efficiency but also elevated customer experience, leading to satisfaction gains and stronger retention.
Why Newton CRM Stands Out
- Workflows and dashboards are fully customisable to your operations
- A user-friendly interface ensures minimal training is needed
- Real‑time data visibility supports faster decision‑making and accountability
- Cloud‑based access lets teams operate seamlessly across multiple locations
- Scalable and cost‑efficient for a growing business network
Conclusion
Newton CRM has transformed a once fragmented, reactive sales and customer‑management setup into a data‑driven, proactive, and efficient operation. By centralising leads, automating routine tasks, and enabling real‑time performance tracking, teams could focus on closing orders and building lasting customer relationships, rather than juggling spreadsheets or firefighting errors.
Even as the group continues to expand its footprint across India, Newton CRM scales alongside it, maintaining delivery standards, operational efficiency, and elevated customer experience.
