We wanted to create the best possible conditions for our customers to succeed with their sales, with as little administrative work as possible. Newbody Central has made this possible.
We wanted to create the best possible conditions for our customers to succeed with their sales, with as little administrative work as possible. Newbody Central has made this possible.
With a customized CRM, Newbody gained a 360° view of their sales journey
For nearly 40 years, Newbody Family has helped thousands of classes, teams, and associations earn money for cups, training camps, school trips, and much more. As more began selling digitally, the demands on Newbody's system support increased. The old system could no longer meet the needs of either the sales team or the customers. Together with Webbhuset, Newbody chose to build a new CRM system (Customer Relationship Management) from the ground up. The result was Newbody Central, a platform that gathers sales, cases, and customer information in one tool, with a focus on an effective and personalized customer journey.
New sales habits required new solutions
As Newbody developed its service so that associations and school classes can now also sell digitally, they outgrew their previous system.
"We primarily wanted to improve the customers' sales experience during the weeks their sales periods are ongoing. The goal was to provide them with the best possible conditions to sell as much as possible with minimal time investment. In short, to streamline their customer journey and sales efforts," says Anton Jäverbrink, Account Manager at Newbody Family.
The project started with a preliminary study mapping Newbody's needs and comparing the possibilities with a customized CRM system or a more standard system like Microsoft CRM.
"We gathered everything in a decision-making document and in the end, both the project group and the management group were quite unified in agreeing that a customized system suited our needs best," says Anton.
A new RMA system that reduced support needs
The idea with Newbody Central was to gather all functions in one place. One of the first parts launched in the project was a new RMA tool (Return Merchandise Authorization). Newbody's previous solution had limitations, primarily lacking support to handle faulty packs and missing items, which often led to manual cases through email or phone. The new tool instead allows customers to register returns and claims themselves, standardizing the process and reducing the burden on support.
"We wanted to create a more standardized and user-friendly system where customers could report issues themselves, which would also simplify and streamline management for Newbody," says Andreas Lundkvist, Tech Lead at Webbhuset.
More efficient sales cycles with the right focus from the start
In their previous CRM system, salespeople needed to spend time analyzing statistics and manually prioritizing their customer contacts and tasks. Now all necessary information is presented directly in Newbody Central, from sales status and registered users to product statistics, eliminating the need to switch between multiple systems. With the help of the sales planning view in Newbody Central, each salesperson gets a daily list of tasks, and the system automatically creates cases for sales coaching for the teams that need extra support. The system also includes better reminders and streamlined workflows.
"This means that salespeople can focus on creating value for the customers instead of trying to get an overview and prioritize manually. The new solution also provides a clearer overview of the entire workflow, a so-called 360 view of the customers, which is a significant improvement compared to before," says Anton.
A partnership that produced results from day one
The close collaboration has created a system that truly functions in everyday life. Among the salespeople, it is noticeable that the work has become simpler and more structured. It requires fewer entries, less analysis, and no separate systems to get a complete picture. Moreover, an unexpectedly valuable function has risen as a favorite among users, the global search. With it, one can quickly find the right customer, case, or information, which has streamlined much of the daily work. One of the greatest strengths of Newbody Central is its scalability. With an architecture built on Fusion Storefront, the platform can grow in line with Newbody's needs.
"We built the system with flexibility and scalability in mind, which gives us the ability to meet future needs smoothly. This has resulted in a solution with scalable components that can be adapted and further developed when our needs change. It is a great strength and something we truly appreciate," says Anton.
A solution that grows with the business
The project with Newbody Central has already brought measurable improvements in faster onboarding of new customers and reduced administration. The next step involves further developing case management, with ambitions to introduce more automated workflows and improve follow-up to further optimize sales efforts.
The scalable foundation allows for new features to be added as needs arise, which was a conscious strategy from the start. Instead of locking into a generic standard system, Newbody now has a solution that can be shaped for the future.
"It was a big decision to build our own system, but it has been absolutely right. We have gotten a solution that truly supports our business and our customers," says Anton in conclusion.
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