Jenny Appleford is the Global Partner Executive at Rolatube, a cutting-edge composite manufacturer based in Lymington, UK.
They specialize in manufacturing and supplying patented composite material that can transform from a compact roll into a lightweight, durable tube in seconds.
Jenny explains: “The composite we manufacture is unique and patented, with one of the products being a lightweight, compact antenna mast for military use that quickly unrolls from a small, 1.5-kilo roll into a 3.5-meter mast.”
The unique design lets the user quickly deploy the product in seconds.
Unlike traditional telescopic or sectional antennas, which can be dangerous to deploy and take down in combat, this design allows soldiers to achieve line-of-sight communication within seconds, minimizing exposure to enemy detection and attack.
As well as the military, other sectors such as emergency services, search and rescue, civil engineering and mining, occupations where comms, lighting and sensors need to be deployed in hard-to-reach environments, can also benefit from Rolatube’s lightweight, man-portable masts and tripods.
They also have a retail branch of their operations, Revolve, who make a range of products including boating equipment, photography supplies, and recreational hunting gear.
Despite having a small team of around 50 people, Rolatube has seen rapid growth.
Structuring customer communications
Before implementing Capsule, Rolatube relied on spreadsheets to track customer conversations. As the company grew it became more difficult to track customer and prospect details more accurately. They soon realized they needed a structured process to monitor, track and manage prospect and customer data.
Compared to other solutions, Capsule stood out due to its simple interface.
Appleford said: “I needed something quick and simple, I just needed it to do what I wanted it to do and that was Caspule. It's simple, reliable, and is a central hub for our information.”
Capsule’s integrations allowed them to connect the crucial tools they use daily, making it easy to keep track of multiple pipelines and opportunities.
‘Even the least technically inclined among us can use it easily; they just have to bcc Dropbox and everything is captured.”
“Now, everything from emails to follow-up tasks is stored in one place, providing a safety net for the whole team.”
Getting Capsule buy-in and adoption
Capsule’s user-friendly interface made it easy for the team to implement in their day-to-day operations. Unlike complex CRMs that can overwhelm small teams with unnecessary features, Capsule offered Rolatube exactly what they needed - a space to centralize contacts and streamline sales processes without any unnecessary complications.
When she first introduced Capsule there was a lot of resistance as many saw it as another new task they had to learn and factor into their day.
Jenny said: “Once I showed them that it saved time and consolidated their information there was way more acceptance.
“It allows anyone to step in seamlessly if someone is unavailable, ensuring client communications aren’t missed.”
Capsule has been invaluable for training, daily task management, and accountability, helping the team organize their workflow and stay on track. Jenny notes that it's her first port of call at the start of every workday.
She explains: “I come in, open the calendar, and it tells me what I need to do that day. It’s like my personal assistant.—it organizes our workflow and keeps us on track.”
Capsule’s support is like a “good mechanic”
Rolatube has already grown dramatically within the last six years. As the company continues to expand, Capsule is there to help the team manage new opportunities to ensure that nothing is missed.
For many customers, like Rolatube, having a responsive and knowledgeable support team to help them every step of the way is crucial. Whether it's to help implement new processes or to provide additional guidance or training.
She said: "Capsule’s support has been responsive and reliable. They’re like a good mechanic, they handle issues quickly and professionally and are happy to answer basic questions.
“It's reassuring to know help is there when you need it, especially with a cost-effective tool we've committed so much data to."
Key takeaways
- Centralized and reliable customer data management: Capsule has provided Rolatube with a streamlined solution for managing customer interactions and data, eliminating the need for error-prone spreadsheets and improving its collaboration and consistency.
- User-friendly and effortless integration: With a simple interface and useful integrations, Rolatube quickly adopted Capsule and began using it as part of their daily workflows.
- Scalability for future growth: Rolatube’s impressive growth trajectory is supported by Capsule’s scalable platform and responsive support, making it a cost-effective solution for managing expanding operations and future challenges.
Conclusion
Capsule has helped Rolatube streamline its customer management system. Acting as a safety net, it allows the team to focus on essential tasks without worrying about missed opportunities or inaccurate reporting.
With Capsule, they know nothing is overlooked. This cost-effective solution saves time and effort, enabling the team to focus on sales, boost customer satisfaction and loyalty.
