Goodway Technology Corporation Improves Customer Service With Oncontact Software

Goodway Technologies is a leading manufacturer and marketer of industrial cleaning maintenance equipment for the HVAC and power generation industry. The company sells directly to more than 125 countries in North, Central and South America, Europe, the Middle and Far East, Africa and Australia.

Goodway is known for developing close relationships with its customers to meet their needs and develop products and accessories to match their applications. With an in-house direct sales team of 20 people and a database containing more than 210,000 contacts, it is crucial for the team to have access to all its business data to maintain and grow these relationships.

In hopes to improve productivity and create more visibility for its sales team, Goodway decided to implement a customer relationship management (CRM) program. However, problems began to emerge after its initial solution was deployed. The software was not stable or flexible, and became a burden for its sales team rather than a source of support.