Triad Outdoor Equipment
, a family-owned business established in 2002, has become the largest multi-line dealer of outdoor power equipment in West Georgia. With a commitment to exceptional customer service and a knowledgeable parts department, they ensure customers receive the right parts promptly and at fair prices.
We sat down with Gordon Whitehead, the owner of Triad Outdoor Equipment, where he shared insights into how implementing IDEAL and TargetCRM has transformed their operations.
Now, their business has greater flexibility, improved visibility in work orders, and streamlined customer communication. By consolidating multiple platforms into one integrated solution, they were able to enhance efficiency, reduce operational expenses, and build stronger relationships with both customers and nearby dealers.
What do you like most about IDEAL?
Gordon: The flexibility and integration are what I like, and the add-on with TargetCRM is just fantastic.
In what department or process have you seen the most improvement using IDEAL?
Gordon: For me, it’s been the visibility in our work order system. Some of the things IDEAL offers there just give it a little bit more flexibility than what we previously had. That would be the biggest improvement area for us.
Has the Parts Locator had an impact on your customers or helped build your network with other dealers?
Gordon: Absolutely. It kind of opened that door to reach out to a dealer and say, ‘Hey, I’m looking for parts,’ and build relationships. I have several dealers probably within a two-hour radius that I work with on a regular basis—whether it be for parts or whole goods—and part of that’s related to having that flexibility to see what they have in inventory and just call them and ask.
How has TargetCRM changed customer communication for you?
Gordon: What I like about TargetCRM is the communication with the customer. You can automate reporting or updating to the customer. 99% of the time, if there’s issues with a customer, it’s a communication issue—lack of it usually. TargetCRM helps that.
On the sales side, it’s the ability to track sales activity, especially on bigger opportunities where someone is buying two or three machines.
How were you collecting feedback before TargetCRM?
Gordon: Excel sheet, Word doc—all those different tools that are hard to consolidate. The neat thing now is, if I have a new customer opportunity, I don’t have to set them up in IDEAL. I can set them up in TargetCRM. With connectivity, it just makes it a lot easier.
How has TargetCRM improved your processes and efficiency overall?
Gordon: The biggest thing is the ability to work in one platform versus multiple different platforms that don’t cross-communicate. The savings in time and labor are more effective.
What would you say to someone considering IDEAL for their dealership?
Gordon: If they didn’t choose IDEAL, I’d be curious to see what they chose. I just can’t imagine anything that would top IDEAL right now, of the ones I’ve seen out there.
