The situation
Citron sells through its own store and through several retail partners across multiple countries. Partner orders, wholesale conversations, customer questions on WhatsApp and phone, warranty and replacement-part requests all lived in different inboxes and chats, so nothing gave the team one view of a customer or a partner.
What changed
Each retail partner and wholesale buyer has one client record in Sales, with deals, quotes and e-signed agreements attached. Customer enquiries, warranty claims and replacement-part requests are logged as projects and tasks with an owner and a due date. Finance sends invoices to partners and chases them automatically with reminders before and after the due date. The client portal gives each partner their agreements, invoices and messages in one place.
The result
Partner deals, customer requests and invoices run from one record per customer, so the team spends its time on the product and the brand instead of searching across inboxes and chats.
“We used to chase partners and customers across inboxes and chats. Now each one has a single record and nothing gets lost.”
