How Katy Spring Keeps Customer Conversations Informed as the Business Scales
Katy Spring, a custom spring manufacturer serving industries from oil and gas to aerospace, had outgrown a CRM that tracked information but didn't help reps stay on top of it. See how the team uses Spiro to keep every conversation grounded in context, maximize time in the field, and stay aligned across accounts as the business scales.
Results At A Glance
Improved customer awareness — reps stay on top of recent activity without going searching
More productive time in the field — reps see nearby accounts and build smarter trips
Faster issue resolution — backed by quick, responsive support from the Spiro team
We had a CRM in place before, but it had very limited capabilities — we just outgrew it.
— Scott Pitney, VP of Sales
The Challenge: A CRM That Stopped Keeping Up
Katy Spring, a custom spring manufacturer serving industries from oil and gas to aerospace, has grown into a complex, relationship-driven business over the past 25 years. With around 85 employees and customers across the U.S. and globally, the team manages a wide range of accounts — from industrial applications to work supporting NASA and SpaceX.
As the business expanded, their CRM didn't break — it just stopped being useful in the way they needed. It tracked information, but it didn't help the team stay on top of it.
Reps still had to search through emails, piece together updates, and rely on memory to understand what was happening with each customer. They weren't trying to change how their team sells — they needed something that fits into their workflow and makes it easier to stay informed.
A More Useful Way to Stay Up to Date
Katy Spring moved to Spiro to reduce the effort it takes to understand what's happening across accounts. Instead of acting as a place to store information, Spiro pulls in activity and surfaces what matters. That shows up most clearly before conversations — reps can quickly see recent interactions and updates without having to go searching.
Even if it's just one sentence or a few words — like, "hey, thanks for that order you sent last week" — that lets the customer know I've been on the pulse.
— Scott Pitney, VP of Sales
What Changed: Better Conversations, Less Friction
The impact wasn't about adding a new process — it was about removing friction. Reps spend less time searching for information and more time using it. Conversations are more informed, travel is more efficient, and the team has better visibility into what's happening across accounts.
I can go into Spiro, look at the map, and see where all of our contacts are in that area… and really just maximize my time.
— Scott Pitney, VP of Sales
1. Better-Informed Conversations
Reps can quickly see recent interactions and updates without going searching, so they stay consistent across every customer touchpoint. Even brief references to a recent order let customers know the team has been on the pulse.
2. More Productive Time in the Field
With customers spread across regions, travel is a regular part of how the team operates. Spiro's mapping makes it easy to see where contacts are located and plan accordingly — turning the same amount of travel into more coverage and more opportunities.
3. Less Reliance on Memory and Scattered Systems
With communication and activity pulled together in one place, reps don't have to dig through email threads or rely on memory to stay consistent. The result is simpler preparation and more informed conversations, without changing how the team works.
Your whole team is doing a fantastic job… very quick to respond.
— Scott Pitney, VP of Sales