Pioneering Pool Innovation – Sales Support for Global Growth
60% operational bandwidth increase, 40% faster quotations
CDM Direct partnered with Plungie, a manufacturer of patented pre-cast concrete pools, to support their global expansion. This case study examines how CDM Direct managed omnichannel customer support, lead qualification, and sales administration.
Background
Plungie faced massive demand and global expansion into the USA (Texas market). Complex inquiries from diverse customers (homeowners, builders, architects) overwhelmed their internal capacity.
Solution
CDM Direct established comprehensive omnichannel sales support and administration services integrated with HubSpot and Aircall:
1. Dual-Market Management: Handled sales inquiries for both Australian and US markets.
2. Specialized Workflows: Managed rapid quotation generation and immediate sales/warranty assistance.
3. Lead Qualification: Acted as a filter for B2B/B2C segmentation.
Results
1. 60% operational bandwidth increase – Internal capacity freed for strategic activities.
2. 40% quotation time reduction – Faster customer response times.
3. 25% quote processing error rate reduction – Improved accuracy in quotations.
4. 15 hours per week pre-sales administration time saved – Administrative efficiency gains.
Conclusion
CDM Direct's management of Plungie's customer-facing operations enabled the company to scale globally while maintaining service quality across both Australian and US markets.
