Client Background
CCS Cleaning Company is a leading European provider of professional contract cleaning services, with operations across nine countries. Known for its high standards, CCS delivers daily cleaning, deep cleaning, and facility maintenance to sectors like retail, healthcare, and industrial environments. With a rapidly growing client-based and distributed workforce, CCS needed a powerful CRM solution to unify its sales, operations, and customer engagement efforts across borders.
The Challenge
CCS faced multiple roadblocks with its existing CRM systems, which scaled down all of its processes. These challenges significantly impacted sales efficiency, customer retention, and team productivity. Some of the major challenges which CCS face is documented below:
- Low Customer Retention Visibility: With previous CRM technology, CCS lacked clear tracking for customer retention efforts, making it difficult to monitor satisfaction and proactively manage renewals.
- High Operational Cost at Scale: When more than 30 users accessed the platform, system performance dropped, and licensing costs became prohibitively high.
- Poor Lead Source Integration: Lead data from multiple sources (web forms, campaigns, third-party tools) couldn’t be integrated smoothly, causing lead leakage.
- Deal Closing Delays: Sales teams lacked structured workflows for follow-ups, proposals, and negotiation tracking that slowed down conversions significantly.
- Data Transfer Bottlenecks: Migrating information between systems and teams was complex and error-prone, creating data silos and inconsistencies.
- Security Concerns: Limited control over user access, audit logs, and data encryption led to potential risks in handling sensitive customer and contract data.
Implementation Approach:
TTC followed a structured and collaborative implementation strategy to ensure a smooth CRM transition with minimal business disruption.
- Collaborative Discovery Phase: TTC worked with CCS to understand pain points, define workflows, and customize CRM features accordingly.
- Data Migration Strategy: Cleaned and securely migrated legacy CRM and spreadsheet data into the new system with proper validation.
- Role-Based Onboarding: Users are onboarded by department and role, ensuring easy adoption and minimal disruption to operations.
- Pilot to Full Rollout: Tested in two regions first, redefined based on feedback, then deployed across all nine countries.
- Ongoing Support & Enhancements: TTC provides continuous support, implemented feature updates, and optimized performance based on user feedback.
Results
TTC’s CRM implementation helped CCS overcome operational inefficiencies and transformed their customer engagement lifecycle. From lead capture to client retention and secure data handling, CCS now operates with a high-performing CRM infrastructure that scales with growth.
- Significant cost savings through optimized user management and elimination of redundant CRM licenses and manual processes.
- Increased CRM usage across sales and operations teams due to simplified workflows and intuitive, user-friendly interface.
- Faster deal closure with structured pipelines, automated reminders, and better visibility into customer journey stages.
- Improved data integrity with centralized storage, real-time syncing, and secure access control across multiple departments.
This success story showcases the power of a well-planned CRM transformation-one that not only solves current pain points but future-proofs operations across regions.
