Gresham Books
Since coming on board with OpenCRM in 2014, Gresham Books’ CRM journey has evolved to match our business.
— Nicholas Oulton, Gresham Books
Gresham Books
At Gresham, they have been helping customers produce high quality books for over 40 years. Their reputation has been built on customers’ trust and absolute satisfaction with the final product — listening to requirements, then producing the best possible book to meet them.
Whether it’s a bespoke hymn book, a school history book or a commemorative journal for a regiment, every project is a final product totally suited to the customer’s requirements.
Growth outpacing manual processes
As the business grew, Gresham Books was handling more enquiries, more customers, and increasingly detailed bespoke print projects. They needed a system that could capture website enquiries and pass them to the sales team efficiently, manage a growing customer database, support email marketing with meaningful performance tracking, and oversee complex print jobs — specifications, costs and communication included.
Previously, these activities were spread across different tools or handled manually, making it harder to maintain visibility and consistency across the business.
One connected platform
Incoming enquiries from the website are automatically captured and fed into OpenCRM, giving the sales team a clear starting point for follow-up — progressing opportunities through a structured sales process until confirmed.
For order fulfilment, the Projects module lets each bespoke job be managed in one place, tracking communication, timelines and costs. As marketing activity increased, the Campaigns module enabled Gresham Books to plan and send email campaigns while monitoring engagement and delivery performance.
Bespoke development was introduced to better support the creation and management of hymn books — including handling variations and automating elements of copyright tracking and billing.
A clearer, more consistent operation
Sales enquiries are captured and followed up more effectively, and customer and marketing data is held in one place with improved visibility. Complex print projects are easier to track and manage, and marketing activity can be measured and refined over time.
The system has continued to evolve alongside the business, supporting both growth and the increasing complexity of its bespoke services.
Flexible enough to fit bespoke work
The solution aligned closely with how Gresham Books already operated. Instead of forcing change, OpenCRM provided a flexible framework that could be adapted through configuration and custom development — allowing the business to refine its processes without losing what made them effective.
Gresham Books now has a CRM system that supports both its commercial growth and its detailed, project-led work — a more joined-up view of sales, marketing and production, with the flexibility bespoke publishing demands.
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