Case Study: TC Facilities Management achieves measurable marketing ROI, faster helpdesk response and advanced reporting with Workbooks

Workbooks CRM to Underpin Sales, Marketing and Customer Helpdesk

TC Facilities Management, a UK facilities‑management business with over 55 years’ experience and operations in more than 5,500 locations, needed to replace a slow, server‑based helpdesk and gain better insight from its customer and marketing data. A previous Salesforce choice was judged too costly and ill‑fitting, so the marketing, sales, customer service and IT teams ran a fresh procurement to find a CRM that met their cross‑functional requirements.

They implemented Workbooks (with Outlook Connector, Web Insights, GatorMail and other modules), which was quickly adopted by the helpdesk, sales and marketing teams. Workbooks centralised lead and PR tracking, enabled campaign‑level ROI reporting, surfaced web visitor intelligence for telemarketing follow‑up, and sped up processes—delivering advanced reporting, clearer visibility across the organisation and measurable improvements in marketing decision‑making.

TC Facilities Management

Fiona Ellingham

Marketing Manager