Touchpoint Solutions
Bridging the Gap Between Technology and Outcomes

The importance of customer relationship management cannot be overstated in a time when customer experience is central to every business strategy. Yet, CRM license holders often face roadblocks that stop them from getting the full value of the application. There are many challenges in making the organization more efficient and gaining desirable ROI from the investment. “When they have purchased a license, they have the keys to the car, but no navigation,” remarks Brett Greathouse, President of Touchpoint Solutions. In such a scenario, most organizations seek in-house experience to steer ahead, which is unfortunately expensive, and with CRM resource turnover, hard to hold onto. This is where Touchpoint Solutions steps in and helps businesses navigate the challenges in the CRM arena.

“Our expertise is helping organizations start on the right path with a CRM implementation, fix an issue that’s limiting employee productivity, or that require additional expertise to augment the inhouse team,” explains Greathouse. Established in 2008, Touchpoint Solutions helps companies best optimize and utilize their CRM systems, through consulting, best-in-class solution design, and custom application development. The company provides ongoing support through two main products: AdminBASIC and AdminPLUS. Functioning on a reactive model, AdminBASIC primarily caters to companies that have an established solution and require additional capability or man hours. With AdminPLUS, Touchpoint Solutions takes on a broader role and provides clients access to their full team of CRM experts, enabling them to realize their vision of unlocking their CRM solution’s potential. As opposed to the singular experience drawn from a full-time employee, businesses can draw on Touchpoint Solutions’ comprehensive expertise stemming from multiple engagements across an array of industries.

“We work from a business solution perspective,” adds Greathouse. To that end, the team first understands their client’s business and how end users are using the CRM tool.

We love CRM and we help our customers love it to. Our focus is providing business solutions that improve employee productivity and provide a measurable return from their CRM investment

In the next step of the business process review, the team identifies the operational gaps, opportunities to improve business processes, and management visibility.

On the development front, Touchpoint Solutions’ core focus is designing CRM applications for complex business requirements where current solutions don’t meet their specific needs. One example is the Union Toolbox: a solution specific for labor unions that enables them to collectively manage membership. Some unions have thousands of members assigned to an individual organizer and do not have the means to reach out and impact them. “Our application allows one organizer to do the work of two to three and keep it personal,” says Greathouse. It is available as an “app” for companies already using Salesforce.com or as a standalone solution for those who don’t.

“We are excited about the future because we see the benefits our customers are getting from their CRM and increased interest from new customers,” says Greathouse. Touchpoint Solutions has allowed employees to work remotely for years, which has enabled them to support their customers, without missing a beat, amidst the pandemic. To support new customers who need short-term help, both AdminBASIC and AdminPLUS services are offered for shortened periods of time. On a concluding note, Greathouse sums up their breadth of offerings as, “We love CRM and we help our customers love it to. Our focus is providing business solutions that improve employee productivity and provide a measurable return from their CRM investment.”