When Mike Harris co-founded IT managed services firm Worksighted in 2000, a basement served as the base of operations.
Since then, Worksighted has become one of the fastest growing private companies in the United States.
"But really our differentiation comes from our ability to do strategy with our customers," Harris said of his business, which is known for busting boundaries to come up with solutions for its clients.
As Worksighted scaled, it needed a system that could support an increased number of industries served and a growing sales team. Their previous CRM wasn’t up to the task.
Enter Blue SalesFly’s CEO Mike Koory, a trusted advisor who brought structure to the chaos. With his “Sales Flywheel” model – a strategic framework that links culture, accountability, systems, and coaching – Koory helped Worksighted untangle the knots holding their sales team back.
Blue SalesFly’s strategy and methodology comes to life in Membrain’s sales enablement CRM, so the obvious next step was to introduce Harris and the Worksighted team to this B2B growth platform.
Koory lauded the way all three organizations worked together to build a system to help salespeople do their jobs more effectively and “at the end of the day, makes the customer experience better.
From the very first interaction with Membrain, Harris noticed something different.
“We got to spend time in it... and the thing that immediately caught the whole team is how pleasant it is to use the product. It’s such a weird thing to say, but it is a really nice platform that’s very pleasant to use.”
More importantly, Membrain didn’t force Worksighted to fit a rigid mold. According to Harris, unlike other platforms, Membrain says, “Let’s figure out how to build it to enable your processes.”
This philosophy shaped the onboarding experience, which was collaborative from day one. The same people Harris met during the evaluation phase – Jen, Ryan, and the Membrain onboarding team – carried through to implementation. There were no third-party consultants. No handoffs. No re-explaining their business over and over.
“We were ready to hit the ground running,” he said.
Worksighted attributes much of their success with implementing Membrain and the results it has brought them to the expert help of Senior Customer Success Advocate Jennifer Fisher.
In her nearly five years with Membrain, Jen has set a high standard for service with a collaborative focus on customer solutions. Jen is someone you want on your team for Membrain onboarding, and she has won awards at Membrain for her achievement in conducting Clearpath trainings.
Jennifer Fisher
Sr Customer Success Advocate
Membrain
The rollout started with outside sales. Worksighted cut their subscription to Salesforce and dove head first into Membrain’s solutions.
“Objective No. 1 was get the processes built in (Membrain),” Harris said. “Imagine a SaaS platform for sales where when you log into it, your process is literally visualized in front of you. … You don’t end up with all these people doing it differently.”
The account management piece followed, and the biggest win came here.
“(The account growth part) is, I think, even more powerful,” he said. “Everything that needs to happen for the account throughout the year is mapped into Membrain. All of the different revenue targets and objectives sit in Membrain.”
Worksighted’s team now uses Membrain alongside their ERP, ConnectWise, and other industry-specific tools for IT road-mapping. Custom integrations and synchronization are ongoing in collaboration with Membrain developers.
“We had a Teams chat this morning from a guy on my team. He said, ‘I’m feeling really great after talking to the (Membrain) developers this morning. I’m confident we’re going to get everything where we need it, you know?’ And as an owner, as a CEO, it is like a weight off my shoulders when we have partners that can work with the team,” Harris shared.
Perhaps the most surprising outcome was how fast the team embraced the change.
“I was shocked with how well the team adopted Membrain,” Harris admitted.
“They just love using it. And, even from an implementation perspective, once a couple of our key operations people got involved and got to know (the Membrain) team, they just ran with it.”
That seamless collaboration and mutual trust have been critical to Worksighted’s success.
“When we need your team, we get access to them,” Harris said. “I can’t tell you how wonderful it is to be able to talk to the folks that work at the company that makes the software.”
Wipe the slate clean in your mind of what your impression of a CRM is.
