How Company Culture Led to 100% CRM Adoption

In the home building industry, achieving 100% adoption and usage of a customer relationship management (CRM) system can be a significant challenge. However, Tuskes Homes, a family-owned business with over 50 years of building experience in the Lehigh Valley area of Pennsylvania, has managed to accomplish this feat. According to Martha Clifford, director of online sales for Tuskes Homes, the secret lies in their company culture, investing in team members, and, to put it bluntly, not giving them a choice.

Tuskes Homes' culture

Tuskes Homes is a third-generation, family-owned home builder with currently has 10 communities, with six active, four closeouts, and a few "coming soon" communities. They sell an impressive 75-125 homes per year. When asked to describe their company culture, Martha proudly states that they are “small but mighty. It is casual, fun, and powered by a talented team of super-driven people who are passionate about homebuilding. We work hard and play hard.”

Lasso CRM’s impact on business success

Lasso CRM plays a crucial role in Tuskes Homes’ success. It serves as the driving force behind their sales and marketing efforts, enabling their sales team to stay organized, focused, and engaged with prospects. Using Lasso, their sales team can dedicate more quality time to customers, resulting in increased sales. Martha, as the Online Sales Counselor (OSC), can also promptly respond to incoming leads and efficiently follow up with prospects based on where they are in the sales process.

The integrations and tools have also provided the Tuskes Homes team with excellent value. “Lasso also offers integrations and tools that make it easy to automatically import leads from numerous sources and allow us to start working with them immediately. Over the past six years that our company has used Lasso, we have seen a higher and more steady contribution from the online sales program.”

Onboarding and CRM adoption

When it comes to introducing Lasso to new employees, Tuskes Homes takes a no-nonsense approach. Martha explains that Lasso is a fundamental part of their hiring process, and they make it clear upfront that new team members are expected to adopt and utilize Lasso fully. They highlight the benefits of using Lasso by presenting sales and statistics, highlighting the tangible results that can be achieved. Tuskes Homes only consider hiring individuals who they believe will embrace Lasso and contribute to their well-established online sales program.

Martha believes that the success of Lasso depends on high adoption rates and the quality of data input. Therefore, they invest time in educating employees about the benefits of Lasso and provide comprehensive training to ensure they are proficient in using the system.

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