Implementing our first CRM system, by Pastabilities director Luciano Schettini: My Best Tech

Recently in TechCompany, I looked at some statistics examining why small businesses are installing CRM (customer relationship management) systems.

Here’s why Luciano Schettini, director of premium home-made pasta maker Pastabilities recently introduced the Tall Emu CRM platform into his business: 

“We’re a small company. We had nothing except MYOB before this, which was good for accounting, but wasn’t geared for data and reports, which are very laborious.

“We were looking for a program that integrates our e-commerce site with MYOB on the accounting side, and can do reports at the push of a button. It’s a wide platform, and we can add more capabilities in the future.

“For example, in the future, we’d like to print out all our pick tickets whether they’re entered manually or online, and then schedule staff based on what orders have come in.

“It helps in our marketing, and allows us to look after our customers by seeing what products are moving and which ones aren’t moving.

“Originally, we thought it would take six months to design and install. It ended up taking longer than that, but it’s not an off-the-shelf system. We didn’t want a system with a lot of features we would never use, so there was a lot of catering to what we need along the way.

“Is it perfect? No. We’re still working through some issues.

“[Tall Emu CRM] also designed the shopping cart [feature on our] website. We looked for one company to do it all, because otherwise when things go wrong, they’d try to blame each other. Because it was all done in-house by them, there’s only one company we need to contact with issues, and from that aspect it’s been very smooth.”