Drive growth through seamless cross-department collaboration and automated warranty management. Transform how your teams work together to capture revenue and deliver exceptional customer service.
Years of CRM Innovation
Businesses Transformed
Countries Served
Customer Support
In the competitive lumber and construction supply industry, effective collaboration across departments can be a game-changer for businesses aiming to enhance efficiency, build stronger customer relationships, and drive revenue growth. Bolyard Lumber exemplifies how leveraging innovative CRM tools with Salesboom can transform traditional approaches to sales and warranty management.
The reality of modern construction projects is that they rarely require only one category of supplies. Consider these common scenarios:
A builder purchasing windows and doors for a new home also requires kitchen cabinets, decking materials, and structural lumber. An architect selecting materials for a commercial project needs high-performance windows along with specialty hardware and finishing materials. A contractor framing a residential project will soon need roofing, siding, and interior finishing products.
Customers purchase additional items from competitors when businesses fail to address interconnected project needs.
Multiple contacts and conversations required, undermining customer satisfaction and efficiency.
Departments competing against each other undermines company-wide goals and revenue optimization.
Failing to anticipate project requirements damages long-term relationships and repeat business.
Cross-department sales strategies and tools like multiple bidder detection are essential for lumber and construction supply companies looking to grow their revenue and build lasting customer relationships. By working together, sales teams can provide comprehensive solutions that meet customer needs, drive efficiency, and create a culture of collaboration.
Bolyard Lumber recognized that construction projects demand comprehensive material solutions across multiple product categories. By implementing Salesboom CRM tools, including multiple bidder detection, they transformed their approach to serving customers and achieved remarkable results.
Cross-department sales with Salesboom allowed Bolyard Lumber to achieve three critical objectives:
By positioning themselves as a one-stop shop, they simplified the purchasing process for their clients. Builders and contractors no longer needed to coordinate with multiple suppliers, reducing their administrative burden and project timelines.
Every customer interaction turned into an opportunity to recommend additional products across departments. Sales representatives gained visibility into the full scope of customer projects, enabling them to proactively suggest complementary materials.
Builders and contractors valued Bolyard's thorough support and insight into project requirements. The comprehensive approach demonstrated deep understanding of construction workflows and built lasting trust.
"The unified approach not only secured entire projects but also deepened builder trust, paving the way for future collaborations."
When a builder approached Bolyard Lumber's sales team for structural lumber to frame a residential project, the value of cross-department sales became immediately clear:
The lumber team identified the upcoming need for decking materials and introduced the decking department to the builder.
The decking team discovered the builder also required kitchen cabinets and looped in the cabinetry department.
Together, the departments crafted a comprehensive proposal that addressed all the builder's needs in a single, coordinated bid.
This unified approach not only secured the entire project but also deepened the builder's trust in Bolyard Lumber, paving the way for future collaborations. The builder appreciated working with a single point of contact who understood their complete project requirements rather than coordinating with multiple vendors.
Salesboom's multiple bidder detection tool played a pivotal role in enhancing collaboration by ensuring that sales teams worked together instead of competing against one another. This innovative technology addresses a common problem in multi-department organizations where different teams unknowingly bid on the same project.
The system automatically identifies when multiple departments are engaging with the same customer or project. Sales teams receive instant alerts, enabling them to identify opportunities to cross-sell across departments rather than compete.
Instead of submitting separate, competing proposals, teams collaborate to present cohesive proposals that cover a comprehensive range of products. This increases the chances of winning projects while maximizing order value.
Real-time data sharing fostered collaboration and improved efficiency. Sales representatives access complete customer interaction history across all departments, eliminating redundant conversations and ensuring consistent messaging.
Customers interact with a unified company rather than fragmented departments, significantly improving their experience and perception of organizational competence.
By eliminating internal competition, Bolyard Lumber's departments worked as a cohesive unit, growing sales for the entire company rather than optimizing individual department metrics at the expense of overall performance.
Implementing integrated CRM systems for cross-department collaboration delivers tangible business results across multiple dimensions.
Cross-selling and upselling opportunities identified through unified customer visibility drive higher average order values and customer lifetime value.
Single point of contact and comprehensive solutions eliminate customer frustration with coordinating multiple vendors and conversations.
Unified proposals and streamlined communication accelerate decision-making and close deals faster than fragmented approaches.
Comprehensive proposals addressing complete project needs outperform single-product bids from competitors.
Eliminating duplicate efforts and internal competition frees sales teams to focus on customer needs rather than internal politics.
Shared incentives and visibility create teamwork mentality that extends beyond sales to operations and service.
Beyond cross-department collaboration, Bolyard Lumber discovered an untapped opportunity to differentiate themselves and create new revenue streams through proactive warranty management. Most construction supply companies treat warranties as administrative burdens—Bolyard saw them as strategic customer touchpoints.
When Bolyard's team began analyzing their product warranties, they identified a critical gap in the market. Windows, doors, and other building materials often came with extensive manufacturer warranties, but customers struggled to track expiration dates and claim processes. This created several problems:
Customers discovered issues after warranty expiration, leading to unexpected costs and frustration with both the supplier and manufacturer.
Warranty paperwork disappeared into filing cabinets or email archives, making claims difficult when problems emerged years later.
Customers only contacted suppliers when serious issues arose, missing opportunities for preventive maintenance and early intervention.
Salesboom CRM became the foundation for a revolutionary warranty management system that transformed these challenges into competitive advantages.
At point of sale, warranty details automatically entered into CRM including product type, serial numbers, warranty duration, manufacturer information, and coverage terms.
CRM sends notifications at strategic intervals: 90 days before expiration, 30 days before expiration, and at expiration date. Customers receive proactive reminders to inspect products.
Alerts delivered via email and text message with detailed warranty information, inspection checklists, and direct contact information for support.
Customer portal provides instant access to all warranty documents, purchase history, and claim filing procedures—eliminating lost paperwork problems.
This system transformed warranties from administrative burdens into strategic customer touchpoints. Each warranty alert created an opportunity to:
Warranty alerts created natural opportunities for replacement sales, upgrades, and complementary products. When customers received proactive notifications about expiring warranties, they often chose to replace aging products preemptively rather than risk unexpected failures during critical project phases.
Proactive warranty management demonstrated Bolyard's commitment beyond the initial sale. Customers valued the ongoing support and attention, leading to significantly higher retention rates and more referrals to other contractors and builders.
Early identification of potential issues prevented small problems from becoming major failures. Customers caught defects within warranty periods, avoiding unexpected repair costs and project delays that damaged their own business relationships.
Efficient management of warranties improved collaboration with manufacturing partners. Manufacturers valued the organized approach to warranty claims and documentation, leading to faster claim processing and stronger business relationships.
Bolyard positioned themselves as a forward-thinking company that anticipates and meets customer needs. The warranty management solution became a powerful differentiator in a market where most competitors offered no post-sale warranty support.
Bolyard Lumber recognized that the warranty management solution was not just about solving immediate challenges but also about delivering continuous innovation that creates lasting competitive advantage.
Bolyard positioned themselves as industry innovators who solve problems competitors ignore. This forward-thinking reputation attracted new customers and strengthened relationships with existing accounts.
Customers appreciated the added value and proactive support, making them significantly more likely to return for future projects. The warranty management system created ongoing touchpoints that kept Bolyard top-of-mind.
Manufacturers valued the streamlined warranty process, enhancing their relationship with Bolyard and leading to preferential treatment, early access to new products, and co-marketing opportunities.
The CRM infrastructure created for warranty management provided a foundation for additional service innovations, including maintenance programs, installation quality assurance, and customer education initiatives.
Bolyard Lumber's success in implementing both cross-department sales strategies and warranty management provides valuable lessons for businesses pursuing similar transformations.
Leadership must champion the initiative, allocate necessary resources, and hold teams accountable for adoption. Half-hearted implementation delivers half-hearted results.
Technology alone doesn't create transformation—people do. Invest in training, communication, and support to help teams embrace new ways of working.
CRM success depends on accurate, complete data. Establish data governance standards and ensure integration with existing systems for seamless information flow.
Regularly review processes, gather user feedback, and refine approaches based on performance data. The initial implementation is just the beginning of the journey.
Every process design decision should prioritize customer experience. Technology exists to serve customers better, not to create internal efficiency at the expense of customer satisfaction.
Choose CRM platforms that can grow with your business and adapt to evolving needs without requiring complete system overhauls.
Discover how Salesboom CRM can unite your departments, automate warranty tracking, and unlock hidden revenue opportunities. See the platform in action with a personalized demo tailored to your business needs.
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