Draintech Surveys Ltd
OpenCRM provides us with a central hub for managing enquiries, quotations, projects and customer relationships, ensuring nothing gets missed. The flexibility of the system has allowed it to evolve with our business over the years, and the support from the OpenCRM team has always been excellent.
— Marc Baker, Draintech
A family-run drainage specialist
Draintech Surveys Ltd is a family-run drainage, wastewater and utility solutions provider based in Bridgend, South Wales, operating across Wales, the South West, Midlands and London. The company delivers a comprehensive range of drainage services including CCTV surveys, jetting and desilting, drainage mapping, relining, patch repairs and civil engineering works.
Established in 2007, Draintech has built a strong reputation for providing a complete “one-stop shop” for drainage and wastewater requirements — serving domestic customers, commercial clients, industry contractors and water utilities alike.
Draintech has used OpenCRM since 2014 as a central hub for managing enquiries, quotations, projects and customer relationships.
Growth outpacing visibility
As Draintech continued to grow, the business needed a more effective way to manage opportunities, track project activity and maintain visibility across an expanding customer base. Securing larger contracts meant greater volumes of enquiries, more operational complexity and a growing need for accurate reporting.
The team also wanted to better understand where new business was coming from geographically, identify gaps in pipeline activity, and ensure valuable customer relationships did not become dormant during quieter periods.
One platform for opportunities and operations
Draintech uses OpenCRM as a central platform for managing opportunities, projects and operational processes across the business. By bringing key activities together in a single system, the team has improved visibility, strengthened reporting and created a more proactive approach to business development.
Pipeline and reporting
OpenCRM provides centralised opportunity management and sales pipeline tracking, with county-based reporting used to analyse where enquiries and work originate.
Lapsed client reporting helps the team identify dormant customers, while email campaign tracking monitors marketing engagement across the business.
Daily operations and automation
Beyond sales, OpenCRM supports daily operational management through project and incident reporting modules, with the integration of Jotform and OpenCRM automating data collection from the field.
Supporting major contract growth
Following the award of a significant contract with Wessex Water, OpenCRM has provided the framework for tracking and managing the opportunities connected to this important area of growth, giving the team clear visibility of ongoing work and future potential.
Increased operational capacity
The business has expanded from five CCTV survey crews to six, helping meet growing customer demand. OpenCRM has enabled the team to effectively manage increasing enquiry volumes and maintain oversight of opportunities as the business scales.
Smarter pipeline management
Draintech now tracks opportunities on a monthly basis, broken down by county, allowing management to analyse regional performance and identify areas requiring greater focus — particularly valuable for monitoring activity across Wales and supporting business planning decisions.
Re-engaging dormant customers
During a quieter trading period, the team used OpenCRM’s reporting capabilities to identify customers who had not placed work recently. By combining this information with LinkedIn outreach, Draintech successfully re-engaged several contacts and secured additional business that may otherwise have been missed.
Improved marketing insight
The company regularly distributes customer case studies through email campaigns and uses OpenCRM’s tracking capabilities to measure engagement. The addition of click-through tracking provides valuable insight into customer interest and helps refine future communications.
Embedded in everyday operations
Beyond sales and marketing, OpenCRM plays an important role in day-to-day business processes at Draintech:
- Centralised opportunity management and sales pipeline tracking
- County-based reporting to analyse where enquiries and work originate
- Identification of dormant customers through lapsed client reporting
- Marketing engagement monitoring through email campaign tracking
- Daily operational management through project and incident reporting modules
- Automated data collection through the integration of Jotform and OpenCRM
- Accident and incident reporting tracked alongside projects and opportunities
Well positioned for further growth
With continued demand, recent contract success and ongoing investment in operational resources, Draintech is well positioned for further growth. OpenCRM remains a key business system, providing the visibility, reporting and process management needed to support the company’s expanding operations.
The system continues to help the team maintain strong customer relationships and identify new business opportunities as Draintech grows.
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