CASE STUDY

GearsCRM

GearsCRM is a Salesforce Platinum Consulting Partner and
provider of Salesforce consulting services. Clients rely on them
as a trusted adviser in the selection, design, optimization and
deployment of effective Salesforce implementations. Their
in-depth business experience and technical knowledge helps
clients implement and roll out their Salesforce initiatives for
maximum business impact and ROI.

GearsCRM is a Salesforce Platinum Consulting Partner and
provider of Salesforce consulting services. Clients rely on them
as a trusted adviser in the selection, design, optimization and
deployment of effective Salesforce implementations. Their
in-depth business experience and technical knowledge helps
clients implement and roll out their Salesforce initiatives for
maximum business impact and ROI.

The Challenge

Kira Perry, Human Resources Director at GearsCRM,
joined five years ago as their first HR employee and
built their HR department from the ground up. As part
of her role, she leads learning and development as well
as keeps an active pulse on employee satisfaction. After
sending out an annual engagement survey to all of their
employees, it became clear to Kira that despite high
engagement scores there was one thing that employees
were asking for but GearsCRM wasn’t providing: formal
management training programs.
Kira states, “We were promoting new managers and
those who did not have prior leadership experience, so
there was definitely a gap that was recognized, and
we had to come up with a solution.” Harry Radenberg,
CEO and Founder, adds that “Most of our training at the
company was around technical training because our
product is very technical. We knew we had to start to
introduce more skill-based training for our employees’
more day-to-day needs.”

Kira Perry, Human Resources Director at GearsCRM,
joined five years ago as their first HR employee and
built their HR department from the ground up. As part
of her role, she leads learning and development as well
as keeps an active pulse on employee satisfaction. After
sending out an annual engagement survey to all of their
employees, it became clear to Kira that despite high
engagement scores there was one thing that employees
were asking for but GearsCRM wasn’t providing: formal
management training programs.
Kira states, “We were promoting new managers and
those who did not have prior leadership experience, so
there was definitely a gap that was recognized, and
we had to come up with a solution.” Harry Radenberg,
CEO and Founder, adds that “Most of our training at the
company was around technical training because our
product is very technical. We knew we had to start to
introduce more skill-based training for our employees’
more day-to-day needs.”

Kira was attracted to AceUp because she “liked that AceUp was a one stop shop. We had all the trainers and coaches at our disposal.” She also needed to work with an organization who had coaches that could adapt and work with various personality types. Harry explains that “we have developers, we have project managers, we have hybrid roles that are both managers and technical. So it was appealing that with AceUp we could tailor to all types of personalities and roles.”

Kira was attracted to AceUp because she “liked that AceUp was a one stop shop. We had all the trainers and coaches at our disposal.” She also needed to work with an organization who had coaches that could adapt and work with various personality types. Harry explains that “we have developers, we have project managers, we have hybrid roles that are both managers and technical. So it was appealing that with AceUp we could tailor to all types of personalities and roles.”

The Solution

GearsCRM started working with AceUp by enrolling five of
their managers in a one-on-one coaching program paired
with four group trainings for their core teams. The initial
competency GearsCRM focused on was Managing Conflict
and Difficult Conversations. “One of the things we really like
about AceUp is that they are able to find coaches that fit
well with each team. Our sales team enjoys role-playing, as
an example, and then our other teams want more practical
action steps, and there were coaches for both of these,” Harry
says.
After strong early results, GearsCRM has expanded the oneon-one coaching and group training to nearly 25 percent of
their employees, focusing mainly on three competency areas:
Managing Conflict and Difficult Conversations, Developing
a Coaching Approach to Management, and Collaborating
Across Divisions and Teams.

TEAMS ARE WORKING MORE EFFICIENTLY TOGETHER, AND I SEE MORE PRODUCTIVE CONVERSATIONS WITH LESS CONFLICT; YOU CAN JUST FEEL THIS IN THE DAY TO DAY.
– KIRA PERRY

GearsCRM started working with AceUp by enrolling five of
their managers in a one-on-one coaching program paired
with four group trainings for their core teams. The initial
competency GearsCRM focused on was Managing Conflict
and Difficult Conversations. “One of the things we really like
about AceUp is that they are able to find coaches that fit
well with each team. Our sales team enjoys role-playing, as
an example, and then our other teams want more practical
action steps, and there were coaches for both of these,” Harry
says.
After strong early results, GearsCRM has expanded the oneon-one coaching and group training to nearly 25 percent of
their employees, focusing mainly on three competency areas:
Managing Conflict and Difficult Conversations, Developing
a Coaching Approach to Management, and Collaborating
Across Divisions and Teams.

TEAMS ARE WORKING MORE EFFICIENTLY TOGETHER, AND I SEE MORE PRODUCTIVE CONVERSATIONS WITH LESS CONFLICT; YOU CAN JUST FEEL THIS IN THE DAY TO DAY.
– KIRA PERRY

The Results

On an individual level, one-on-one coaching has been an
incredible resource for the team, “a totally safe place to
work on a skill that they may not have been comfortable
approaching their manager about” says Kira. In the cohort,
there are a group of managers who had begun to manage
their peers, those who they were friends with prior to
managing them, and Harry notes that this group has seen
specific business impact. “The managers are now able to
manage their peers more effectively and be more firm
where they need to be,” Harry explains. Employees have
said, “Wow, I totally get now why I have had conflict with
this other team member.” A great deal of self-awareness
has come from these programs that has led to increases in
communication and productivity.

WE BELIEVE THAT THIS WILL NOT ONLY HELP WITH EMPLOYEE GROWTH BUT ALSO RETENTION IN THE FUTURE.
– HARRY RADENBERG

There has also been a greater sense of collaboration due
to the group training programs. “People really appreciate
all being in the same room, even if virtually. They are
seeing that they are all struggling in the same areas and
that it is okay to talk about these in a safe zone together,”
Kira observes in regard to the group trainings. She adds
that as the company grew, there began to be more of a
divide between departments, so these programs have
been a way to bring everyone together. “The program has
fostered more collaboration and has reduced the divide.”
GearsCRM will continue their management-focused
training with both one-on-one coaching and group
training, enrolling new managers as they are promoted
and continuing to support current leaders. “We hope to see
that our management team becomes more cohesive and
starts to grow as a team even more,” Harry says.

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About AceUp

For companies that want to maximize their employee engagement, increase retention, and foster performance through a culture
of transformational learning, AceUp delivers personalized executive coaching to empower professionals to maximize their
impact. AceUp’s coaching is enabled by technology and backed by data. Our mission is to help employees develop the skills
and confidence they need to succeed in their roles today and tomorrow and to thrive within their organizations. Our company is
informed by leaders from Harvard, MIT, and Yale with a growing community of vetted executive coaches, certified by ICF, iPEC,
CTI, Hudson Institute, Harvard University, and in partnership with the Institute of Coaching.