ESP Facility Services › CRM Case Study

Transform your sales processSales Process Sales Process is a series of strategic steps or a set of activities aimed at driving sales growth through the alignment of personnel, market insight, methodologies, relevant business units, and technology.. See why ESP trusts Pipeliner CRM to drive clarity, efficiency, and growth

The Challenge

As a founder-led company with 800 technicians serving diverse sectors—from healthcare to commercial real estate—ESP Facility Services lacked structured sales, marketingMarketing Marketing is the field, set of actions, or practice of making a product or service desirable to a target consumer segment, with the ultimate aim of effecting a purchase., or customerCustomer Customer is an individual or an organization that purchases a product or signs up for a service offered by a business. service teams. With no CRM, go-to-market strategy, or historical dataData Data is a set of quantitative and qualitative facts that can be used as reference or inputs for computations, analyses, descriptions, predictions, reasoning and planning. tracking, scaling efficiently was a hurdle.

“Pipeliner CRM gave us the foundation to build a sales and customer service strategy from the ground up—without complexity or breaking the bank.” — Eric Goldmann, Chief Commercial Officer (CCO), ESP Facility Services, Inc.

Why Pipeliner CRM?

Referred by their marketing partner, ESP chose Pipeliner CRM for its intuitive design, seamless integrations, and scalability.

Implementation & Impact

Starting from scratch, ESP was fully operational in six months. New team members adapted quickly, leveraging Pipeliner CRM to:

• Track the entire customer journey, from leadLead Lead refers to a prospect or potential customer (who can be an individual or organization) that exhibits interest in your service or product; or any additional information about such entity. to contract.
• Centralize customer histories, documents, and agreements.
• Streamline prospecting via integrations with their website, Leadfeeder, and Dialpad.

While metricsMetrics Metrics  are quantities that are measured and used to: are still evolving, the team now has visibility into sales activities and pipelinePipeline Sales pipelineis a visual representation of the stage prospects are in the sales process. health—a first for the company.

“We needed a CRM that could connect to tools like Dialpad, Leadfeeder, and Outlook without heavy IT support,” says Goldmann. “Pipeliner’s reporting, dashboards, and pipeline management stood out—it didn’t require coding or months of training to use effectively.”

Key Features & Future Goals

• Sales PipelineSales Pipeline Sales Pipeline is a type of visualization showing the status of each sales prospect in the customer life cycle or sales process. Management: Visualize and manage opportunities effortlessly.
• Contact Management: Unified access to critical customer data.
• Outlook Integration: Track emails and activities in one place.

Looking ahead, ESP plans to automate workflows and integrate ClientPoint for quoting—a seamless next step with Pipeliner’s flexible ecosystem.

Final Recommendation

“For mid-sized or growing businesses, Pipeliner CRM is a game-changer,” emphasizes Goldmann. “It’s cost-effective, easy to adopt, and grows with your team. No IT headaches, just results.”

ESP Facility Services, Inc.

Facility solutions for commercial real estate, healthcare, government, and more.