Meet TIG Freight

TIG Freight, a leading Australian freight management company, is dedicated to simplifying complex logistics for businesses. With a focus on exceptional customer service, transparency, and innovative solutions, TIG Freight has established itself as a trusted partner in the industry.

The challenge

Craig Parkinson, National Sales Manager at TIG Freight, joined the company and quickly identified a key area for improvement: its existing CRM system. Despite a significant six-figure investment in a leading CRM vendor, user adoption was low, the system was slow to adapt to changing needs, and ongoing support costs were high. “It wasn't working,” says Craig. “We'd even gone back to spreadsheets for pipeline management."

Craig put together a business case for the board, who were initially reluctant to make a change given the significant investment in the incumbent system. As Craig explains, "Money investment is funny because you want a return on investment. But if you’re not getting a return because your team is not using it, then it’s time to make a change. For us, it was about deciding what we really needed.”

“In a highly competitive, economically unstable environment, which is causing a lot of chaos for our customers, being set up internally is critical for our success.”

The solution

Why monday CRM?

Craig recognized the need for a more user-friendly and adaptable CRM system. He investigated monday CRM and was impressed by its intuitive interface, mobile app functionality, and cost-effectiveness compared to the previous system.

"monday.com offered products that were going to future-proof our company," says Craig. "At half the user cost and with built-in support, monday CRM was a no-brainer."

A swift implementation

TIG Freight's transition to monday CRM was completed in just four weeks. The company staged its implementation, focusing on key areas such as sales, customer service, finance, and administration. This phased approach ensured a smooth transition and minimized disruptions to daily operations.

“We came across to monday CRM because we can be in charge of our own destiny.” Craig explains, “We wanted to be able to make our own changes. We wanted to be able to learn about it in-house and be agile, which is really important in our industry.”

Realtime reporting with a mobile salesforce

TIG Freight has completely transformed its sales operations with monday CRM’s mobile app. Before, sales managers were manually consolidating individual activity spreadsheets from their team, often leading to delays and inaccuracies. Now sales reps make all calls via monday CRM’s mobile app, and the call summary feature registers the activity and logs notes directly into the CRM. This real-time data is then visualized on custom dashboards, providing sales managers with up-to-date insights into team performance. By eliminating manual data entry and streamlining reporting processes, Craig and his sales managers have been freed up to focus on professional development and goal setting within the team.

This real-time reporting extends to automations for at-risk accounts. If a customer account is flagged in monday CRM as high-risk of churning, an automated notification alerts Craig and the General Manager. Craig credits the mobile app’s ease of use in assisting his team to move with urgency and stay ‘on the ball’ with decision-making and customer service.

Multiproduct efficiencies for seamless customer onboarding

Onboarding new clients is a critical process that involves multiple departments and over one hundred steps. Previously, this sat with salespeople, who had no written process to follow across departments and dependencies, leading to missteps and risk to client satisfaction.

Now with monday CRM seamlessly integrated with monday work management, an onboarding template can be triggered to cascade actions and deadlines for every single department, sharing accountability and visibility. This centralized approach has not only improved efficiency but has also fostered stronger relationships with customers by facilitating early engagement and collaboration between key stakeholders.