Case Study: McNaughton-McKay achieves improved customer satisfaction and streamlined SPA renewals with WebPresented’s WPCRM

Improving Customer Satisfaction and Loyalty Using WPCRM

McNaughton-McKay, a nationwide distributor of electrical supplies, struggled with managing vendor Special Pricing Authorizations (SPAs), each with unique annual expiration dates that must be negotiated on time to remain competitive. After poor user adoption of their prior CRM, they migrated to WebPresented’s WPCRM platform to give account managers direct access to ERP data and tools to better manage customer relationships and SPA renewals.

WebPresented implemented WPCRM workflows that notify account managers of pending SPA expirations starting 90 days before expiry and surface sales analytics to review customer history and collaboratively renew SPAs for the next 12 months. The WPCRM rollout was judged a success across McNaughton-McKay’s five regional sales teams, delivering a more effective renewal process, higher customer satisfaction, and measurable improvements in account manager efficiency and sales opportunities.

McNaughton-McKay

James Wilkinson

Corporate Director