Can I use Wheelhouse as my CRM?
Updated
Can I use Wheelhouse as my CRM?
Short answer: Wheelhouse includes essential CRM features for manufacturing companies, but it's designed to work alongside dedicated CRM systems rather than replace them.
Long answer: Wheelhouse is a manufacturing operations platform that includes customer relationship management features specifically designed for B2B manufacturing relationships. This guide explains what CRM functionality is built into Wheelhouse and what you might need from a dedicated CRM system to help you make the most of your customer management setup.
What's Built Into Wheelhouse
Customer & Contact Management
- Customer Database: Complete customer records with contact information, addresses, and business details
- Customer Types: Support for different categories:
- Direct Customers (B2B direct sales)
- Dealers (resellers)
- End Customers (tracked through dealer relationships)
- Customer Search: Enhanced search by name, email, or phone number
- Customer Hierarchy: Parent-child relationships for managing subsidiaries
- Multiple Contacts per Customer: Unlimited contacts per customer organization
- Contact Login Management: Secure customer portal access with granular permissions
- Customer Notes: Staff can log information and interactions directly on customer records
- File Management: Store documents, files, and images on customer records
Quote-to-Cash Process Management
- Quote Management:
- Create, track, and manage quotes with built-in configurator
- Quote validity automation with expiration notifications
- Quote-to-sale conversion tracking
- Multiple sales from single quotes
- Sales Pipeline: Track progression from quote through closed sale to invoice
- Order Management: Complete order processing and fulfillment tracking
- Order Flags: Visual flagging system for important quotes/sales
- Customer Self-Service: Contacts can create their own quotes using the configurator
Communication & History
- Email Integration:
- Automated quote validity reminders
- Shipment tracking notifications
- Customizable email templates for quotes and sales
- Email send history and tracking
- Notes System: Add categorized notes to customers, quotes, sales, and invoices
- Communication History: Order emails sent from within Wheelhouse are logged.
- Document Templates: Professional quote and sale document templates
Territory & Channel Management
- Outside Sales Rep Support:
- Territory-based data filtering
- Ability to create rep-specific dashboards and reporting
- Commission tracking
- Dealer Portal Management:
- Dealer-specific access with permission controls
- Dealer salesperson login management
- Parent account notifications for subsidiaries
Reporting & Analytics
- Comprehensive Reporting Engine: Full reporting system allowing admins to create and share reports by profile, role, or individual user
- Role-Based Report Filtering: Reports automatically filter based on user permissions (reps see only their customers, regional managers see their region, etc.)
- Built-in Manufacturing Reports: Quote performance, sales by user/rep, customer analytics, commission reports
- Dashboard Analytics: Visual sales data and key metrics
- Custom Reporting: Create and distribute custom reports based on customer and order data
- Manufacturing Insights: Customer performance within production context
Integration Capabilities
- QuickBooks Online: Customer synchronization and financial data integration
- CRM Integrations: Custom integrations with platforms like HubSpot and Pipedrive can be developed to meet specific business requirements (requires development work and varies by company needs)
- Email Systems: SendGrid integration for professional communications
What You'll Need from a Dedicated CRM
Lead Generation & Marketing
- Lead Capture: Web forms, landing pages, lead magnets
- Marketing Automation: Email campaigns, drip sequences, nurture workflows
- Lead Scoring: Automated qualification and prioritization
- Social Media: Social monitoring, engagement, and lead generation
- Content Management: Marketing asset management and distribution
Advanced Sales Management
- Sales Forecasting: Predictive analytics and pipeline forecasting
- Activity Tracking: Phone calls, meetings, tasks, and follow-ups
- Advanced Analytics: AI-driven insights, predictive modeling
- Complex Workflows: Multi-stage sales processes and automation
- Advanced Segmentation: Sophisticated customer categorization and targeting
Sales Team Management
- Task Assignment: Calendar integration and task management
- Fully Mobile-Optimized CRM: While Wheelhouse works on mobile devices through web browsers, dedicated mobile CRM apps provide better field sales experiences
- Sales Coaching: Performance tracking and improvement tools
- Advanced Territory Management: Complex territory rules and assignments
How Wheelhouse Works Alongside Your CRM
Wheelhouse excels when integrated with your existing CRM strategy:
Wheelhouse Handles: Quote creation, customer portal access, order processing, production tracking, and fulfillment
Your CRM Handles: Lead generation, marketing automation, early-stage prospect management, and sales team activities
Integration Options: Customer data can be synchronized through custom integrations, allowing quote information sharing and closed-loop reporting between systems
Best Fit Scenarios
Wheelhouse's lightweight CRM capabilities are ideal for:
- Manufacturing companies that need customer management integrated with production operations
- B2B businesses with complex quoting and configuration requirements
- Dealer networks requiring customer portal access and territory management
- Companies seeking to eliminate disconnected quote-to-cash processes
- Organizations that want customer relationship data tied directly to manufacturing workflows
When You Need Both Wheelhouse + Dedicated CRM
Consider maintaining both systems when you need:
- Active lead generation and marketing campaigns
- Complex sales processes with multiple stakeholders and long cycles
- Field sales teams requiring mobile CRM functionality
- Advanced forecasting and predictive analytics
- Marketing automation for customer retention and upselling
Summary
Wheelhouse provides manufacturing-focused CRM essentials that support customer relationships from quote through delivery. Our strength is integrating customer management with operational processes, eliminating data silos between sales and manufacturing.
We complement rather than replace comprehensive CRM systems. For companies with active sales and marketing needs, Wheelhouse works best alongside dedicated CRM tools, with integrations ensuring data flows seamlessly between platforms.
Key Value: Single source of truth for customer relationships within the manufacturing context, while maintaining flexibility to use specialized tools for lead generation and advanced sales management.
For assistance with setup or integrations with external CRM systems, contact our support team.
Features and functionality continue to expand based on customer feedback. Contact support for questions about specific capabilities or integration options.