Chemicals · CRM
CRM for chemical distributors
Today
A customer asks whether a product meets their packaging and documentation requirements, and answering means checking their file, the product file and the regulatory folder separately before replying.
Generic CRM tracks contacts and opportunities. It has no place for a customer's specific packaging, labelling or document requirements, or for the technical questions that come in against a product rather than a deal.
With Worldover
Worldover CRM connects customer-specific requirements, technical enquiries, document requests and order history to the substance, product and lot they concern.
Technical and compliance questions are answered the same day, and every account shows exactly what it needs to receive material.
USED BY 250+ INDUSTRY LEADERS
The problem
Why generic CRM failschemicals distributor teams.
Customer requirements live in someone's memory
One account needs drums under 25kg, another needs an SDS in a specific format, and none of it's recorded anywhere the order desk can see.
Technical enquiries aren't linked to the product
A question about compatibility or handling is answered by email and lost, so the same question is answered from scratch next time.
Document requests are handled outside the account record
Certificates and safety data sheets are sent individually, so nobody can say what a customer currently holds.
A working day
A new account with specific requirements
A prospective customer asks for samples and specifies packaging, labelling and document requirements unique to their site.
Today: sales notes the requirements in an email thread that the warehouse and regulatory team never see.
In Worldover: the requirements are recorded on the account and flagged on every future order for that customer.
The first order is checked against those requirements automatically before dispatch.
A later technical question from the same account is answered using the product and enquiry history already on record.
How it runs
How CRM worksinside Worldover.
01
Requirements sit on the account
Packaging, labelling, document format and any customer-specific limits are structured fields checked at order and dispatch.
02
Enquiries attach to the product
Technical and compliance questions are recorded against the substance they concern, building a reusable answer history.
03
Document issue is tracked
Every certificate and safety data sheet sent is logged against the customer and the version they hold.
04
History informs the next interaction
Order and enquiry history is visible to whoever picks up the account next, not just the original contact.
What's in it
The detail behindCRM.
Quote Management
Central costing matrix with detailed breakdowns and quote management per product.
Central costing matrix
A flexible costing matrix holding categories such as equipment, administration, shipping and labour.
Detailed costing breakdown
Each category breaks into line items, each with fixed and variable costs.
Costing modules
Cost against packaging ratios, vessel sizes and other real production variables.
Quote management
Manage every quote associated with a product.
Customer Portals
Share your catalogue, data and documents with customers under permission control.
Permissioned sharing
Share data and documentation with customers through a portal, with permission control over exactly what is shared.
Product catalogue
Publish a live catalogue of the products you sell, drawn from the same records as your stock and documentation, so pricing, pack sizes, grades and availability are never out of date.
Catalogue search and filtering
Customers search and filter your catalogue by product name, INCI or CAS number, function, origin, certification or grade, and open the linked SDS, CoA and specification from the listing.
Catalogue visibility control
Decide which customers or customer groups see which products, prices and documents, so distribution agreements and territory restrictions are respected automatically.
Sample and quote requests
Customers request samples, pricing or quantities straight from a catalogue listing, and the request lands against the product and account record rather than in an inbox.
Product brochures and dossiers
Generate branded product brochures and dossiers straight from the product record, pulling current specifications, certifications, origin statements and SDSs into a single shareable document.
CRM
Contacts, accounts, pipeline and activity tracking linked to platform data.
Contact management
Centralised contact and account records linked to orders, products and documents.
Account and company management
Company records with subsidiary structures, key stakeholders and account history.
Deal and opportunity pipeline
Configurable pipeline with stage management, probability and deal value reporting.
Activity tracking
Emails, calls, meetings and tasks logged against contacts and accounts.
Task management
Tasks linked to contacts, accounts and deals.
Platform data integration
CRM accounts link to products, formulations, orders and regulatory records, giving one commercial and operational view.
The difference
Why the substance recordmakes the difference.
Customers ask about the substance, not the account. Sharing the substance record between sales and technical means the answer a customer gets matches what the warehouse and regulatory team already know.
Better together
What changes when CRMshares a record with the rest of your setup.
CRM + ERP
Customer-specific requirements are checked automatically when an order is placed.
Explore ERPCRM + Regulatory
Document requests are answered with the current version for the customer's market.
Explore RegulatoryCRM + QMS
Quality holds or supplier issues affecting a customer's stock are visible on the account.
Explore QMSWillow
What teams actually askonce the record is in one place.
- What packaging and document requirements does this account have on file?
- Have we been asked about the compatibility of this product before, and what did we say?
- Which accounts are still waiting on a current safety data sheet?
Willow doesn't replace expert judgment. It removes the searching, re-keying and chasing between the systems that hold your answers.
Request a demo
We'll walk through your current workflow, then show the same workflow running on one record.
Research
Compared with the alternatives
If you're still building a shortlist, these break the market down side by side.
- ComparisonWorldover vs spreadsheets and shared drivesThe real cost of the stack most teams are still running.Read it
- ShortlistBest chemical ERPs in 2026Ranked shortlist of chemical ERPs, with pricing bands and who each one suits.Read it
- ShortlistBest AI software for chemicals in 2026Where AI genuinely changes chemical operations, and where it doesn't.Read it