Case Study: CSols Ltd achieves faster support and improved customer service with Workbooks

Csols is able to handle increased support calls whilst keeping the same amount of staff

CSols Ltd is a laboratory informatics company that helps analytical labs integrate diverse instruments and streamline testing processes. The business struggled with fragmented CRM use (multiple, loosely synced copies of Sage Act!), customer data stored in personal files or employees’ heads, and a scattered support team with no shared way to record or monitor support activity—leaving the company vulnerable and lacking visibility across sales, contracts, invoicing and support.

CSols implemented the cloud-based Workbooks CRM to centralise knowledge, standardise processes and connect sales, contracts, invoicing and support in a single system. With shared workbooks, structured case management, integrated quotes/orders/invoices and targeted mailshots, the team now resolves and reports on issues faster, has full customer visibility and handles many more support calls without adding staff—improving communication and customer service across the business.

CSols Ltd

Kevin Jones

Sales Manager