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“Over the past 18 months we've quoted 37 new RFQs, for brand new customers, which is fantastic.”
A THOMASNET.com Success Story
Since being founded in Ohio in 1987, USTEK has stayed true to its mission – deliver solutions that enrich every customer’s experience. However, the shop’s leadership team, including Operations Manager Amy Holbrook, also wanted to enrich revenues. Unfortunately, they didn’t have the time, resources or, perhaps most importantly, the plan required to make it happen.
“It’s difficult when you’re involved in the business to remember to work on the business.”
For a small manufacturer like USTEK, balancing the need to deliver great customer service with the desire to attract new customers can be tough.
“It’s kind of like keeping an airplane level,” Amy explained. “You’re going from side-to-side trying to make sure that you satisfy the customer by giving quotes and providing all of the service that they require for every order while also trying to be strategic about your business.”
The company put so much time and energy into the customer service side that they couldn’t focus on the strategy side.
“It’s great to have goals,” Amy said. “But if you don’t do something literally every day to move yourself toward that goal, you’re never going to achieve it. And we were really guilty of having goals but not doing much to actually achieve them.”
“THOMAS has helped us a lot in figuring out what our goals are and what kinds of things we need to do in order to achieve those goals.” Without a plan, USTEK’s sales efforts proved fruitless. “We would try and call people, with very limited success,” Amy recalled.
A phone call from THOMASNET.com started USTEK down the right path. Todd Worms, THOMASNET.com Client Services Manager, took the time to really understand USTEK’s goals. From there, he laid out a detailed roadmap that would help the company finally reach them. It included a fully customized program, always available support, and an entire team of THOMASNET.com application engineers ready to respond to any challenge or question.
The approach really resonated with Amy.
“Once I saw the platform that Thomas has, and all of the options that are offered, how the program is tailored specifically to my goals and my needs and requirements, I was very interested,” she recalled. “I got so much hands-on, one-on-one help, and they tailored a proposal that was specifically for me and for what I wanted. “I just felt that Thomas had a similar philosophy with USTEK in that we both really want to help the customer.”
“You have so many opportunities to quote on things that you didn’t have before.” The THOMASNET.com program yielded immediate results for USTEK. “The very week that we went live with Thomas we had three calls from potential customers,” Amy said.
“Over the past 18 months we’ve quoted 37 new RFQs, for brand new customers, which is fantastic. “Every single one of them came from THOMASNET. That was something that we would never have had the opportunity to do if it wasn’t for our program.”
One new customer acquired through THOMASNET.com proved especially lucrative.“They contacted us, they asked for a quote, and I remember joking with my boss saying, ‘I can’t believe we’ll ever get this’ and the next thing I know, after I sent the quote off, the purchase order came through,” Amy said.
“As it turned out, it was enough profit to almost pay for our whole THOMASNET program for [the year]. So we were super excited about that.”