THE PROBLEM
A tangled system of tools
RWM Casters is a leading manufacturer of casters and wheels for industrial applications, known for its commitment to quality and customer satisfaction. But behind the scenes, internal processes made it difficult to deliver on that promise.
With three separate systems powering a single workflow, the team was stuck in an inefficient loop of emails, follow-ups, and frustration—both internally and externally. Ronnie Comeau
“We were using three systems to process everything... We would have these endless loops of internal conversations just to find out things that should be directly in front of us.”
— Ronnie Comeau, VP of Sales and Marketing
THE TRIGGER
Too much friction for teams and customers
RWM's leadership recognized that their current approach was holding the team back. Information was buried, communication was slow, and customer-facing conversations lacked confidence.
They needed a system that would bring everything together, reduce internal back-and-forth, and improve visibility across the board.
THE SOLUTION
One platform built around their process
RWM Casters partnered with Vsimple to consolidate operations into a single, intuitive platform. Instead of adapting to software, Vsimple adapted to them.
What changed:
All key information centralized in one system
RWM data, team notes, and customer history accessible at a glance
Custom workflows built around how their team actually works
Faster resolution for product replacements, credits, or changes
Streamlined communication with fewer emails and more confidence
“Vsimple listened to us and made sure that what we were going to get was exactly what we needed.”
— Ronnie Comeau
THE RESULTS
Clarity, confidence, and better service
The transformation was immediate. Teams now spend less time chasing information and more time delivering exceptional service. With everything in one place, they can speak to customers with clarity and confidence.
Internal communication is faster and more focused
Customer inquiries are resolved with professionalism and ease
The team can turn a negative customer experience into a positive one
Leadership sees clear ROI and calls the investment a “bargain”
Team morale is higher, and the system is loved by its users
Company name
RWM Casters
Industry
Manufacturing
Pain point
Too many systems, not enough clarity.
About the company
RWM Casters is a leading manufacturer of industrial casters and wheels, serving clients across a wide range of industries. With a focus on quality and customer service, RWM helps businesses keep operations moving with products built for durability and performance.
