How Bigin brought structure to Neobex's sales process after complex CRMs fell short

The company

Based in Quebec, Canada, Neobex is a supplier of personal protective equipment and workplace essentials for businesses across the medical, industrial, and food and beverages sectors. Led by General Manager and shareholder Philippe Beaudoin, the company began by supplying medical protective equipment during the COVID-19 pandemic.

Today, Neobex offers a catalog of over 2,000 products spanning personal protective equipment, safety clothing, cleaning supplies, paper products, garbage bags, and other workplace consumables. Having served more than 500 corporate customers, the company is driven by a simple mission:"Restructure our clients' procurement so they pay the right price, use the right products, and simplify their purchasing management."

The challenge

As Neobex expanded its portfolio, its customer base grew alongside it. Managing an increasing number of customer inquiries and orders on Excel became unstructured. The team first tried Microsoft Dynamics, but it proved to be too complex. They then moved to HubSpot for a few months, but adoption remained low as the team found it difficult to use. Looking for a CRM that was both simple and affordable, Beaudoin discovered Bigin, which offered exactly what the business needed.

The solution

Neobex uses Bigin as the central hub for its sales operations, giving the team a structured process to manage leads, collaborate, and stay on top of every opportunity.

The team primarily works out of a six-stage pipeline, which serves as its main sales flow. Around 90% of the team's daily activities take place within this pipeline, giving everyone a shared view of every opportunity. To keep deals moving, Neobex has also set up stage automation that automatically notifies assigned sales reps so they can prepare quotes whenever a deal progresses to the quote stage.

The team regularly imports thousands of leads into Bigin using Excel and CSV files, making it easy to organize customer data in one place. Since multiple spreadsheets used to lead to duplicate entries, Bigin's duplicate cleanup feature has helped Neobex identify and removed them.

By integrating Outlook with Bigin, Beaudoin has complete visibility into customer communication. He can view every email his team sends without having to ask for updates, whether he's in the office or using Bigin's mobile app.

Neobex also uses Bigin's built-in telephony to place calls directly from the CRM. Every call and recording is automatically logged against the relevant record, which enables the team to revisit conversations and stay informed about customer discussions.

Benefits and ROI

The team uses Bigin at every sales meeting to get insights related to the sales funnel and high-value deals. Previously, the team kept missing out on leads because they'd forget to follow up with them, or just send a follow-up email and forget about it, Beaudoin says, but using Bigin systematically has improved Neobex's productivity.

Looking forward

The team has yet explore automation in depth, as well as the WhatsApp integration. They plan to implement these to optimize their sales process further.