The Reuse Network

The Reuse Network keeps 200+ reuse projects moving—without losing track—with Nutshell

The Reuse Network gives used furniture a second life—connecting schools, colleges, and universities that are upgrading or clearing out buildings with charities and communities that need furnishings for disaster relief and development work around the world.

With a six-person team coordinating hundreds of leads and projects every year, they needed a CRM that could do more than store contact info. They needed a system to track every stage of a complicated, multi-party service—from first conversation to proposal to logistics to billing and documentation—and a way to stay top-of-mind with customers who may only need their services once every 15–20 years.

That’s why they’ve relied on Nutshell for over a decade—and why their team has seen a 45% increase in close rate.

Le défi

The Reuse Network doesn’t sell a simple product with a quick “yes/no” decision.

They sell a service that involves:

• collecting detailed information from a client
• building and approving a proposal
• coordinating logistics (often including movers)
• managing multiple recipients (sometimes several charities per project)
• tracking communications and handoffs at every step
• billing and documenting outcomes so clients can see the results

And because their busiest seasons are spring and summer, the risk of something slipping was real.

As Mark explained, before Nutshell, their team sometimes lost track of projects and clients—because a small staff was managing a huge volume of moving parts at once.

“It’s literally I touch a button on Monday mornings and a report pops up that lists every project that’s active for us and where it stands.”
— Mark Lennon, Founder, The Reuse Network

La solution

The Reuse Network uses Nutshell in two core ways:

1) End-to-end project tracking (built for real-world complexity)

For The Reuse Network, “leads” aren’t just opportunities—they’re full projects with many stages and multiple stakeholders.

In Nutshell, they track:

• the client organization
• the movers involved in the project
• the recipient charities (sometimes multiple per project)
• and the communications connected to every party

That structure gives their team a repeatable process—so they can run weekly reviews, see exactly where each active project stands, and ensure nothing gets missed when work ramps up.

Mark summed it up simply: without a clear system, their team would either miss projects—or “be going crazy” trying not to.

2) Marketing that stays consistent—without adding headcount

The Reuse Network serves school districts and institutions that may only need furniture reuse services once every 15–20 years. That means marketing isn’t just about sending messages—it’s about staying recognizable for years so the right people can find them the moment a need appears.

Nutshell’s built-in email marketing capabilities became a major turning point for their team—helping them reach large audiences quickly and consistently.

“That was absolutely huge for us in that it allows us to reach several thousand contacts with the touch of a few buttons.”
— Mark Lennon, Founder, The Reuse Network

The Results: Higher close rates, fewer dropped balls, and more efficient outreach

With Nutshell supporting both delivery and marketing, The Reuse Network has been able to:

1) Increase close rates

Nutshell usage data showed a 45% increase in close rate—a sign that tighter follow-through and visibility across projects is helping the team convert more opportunities into completed work.

2) Keep every active project visible—especially during busy seasons

Instead of relying on memory, scattered notes, or inbox searches, their team can review what’s in flight, what’s next, and what needs attention—without losing track of the details that make or break complex coordination.

3) Manage hundreds of leads without adding complexity

Tracking ~400 leads per year with a six-person team is only possible when the whole business has a single source of truth. Nutshell gives The Reuse Network a system they can actually run day to day.

4) Stay top-of-mind for long sales cycles

Broadcasts and personalized outreach help them maintain relationships with organizations that may not need them often—but do need them urgently when the time comes.

Mark put it plainly: they don’t want customers thinking, “Oh yeah, I remember some company that did that stuff.” They want The Reuse Network to be easy to recall—and easy to reach.

Why The Reuse Network recommends Nutshell

The Reuse Network evaluated CRMs years ago—and once they chose Nutshell, they never looked back.

“We certainly wouldn’t be where we are now without a CRM as good as Nutshell.”
— Mark Lennon, Founder, The Reuse Network

Beyond features, Mark also called out something that matters when you’re running a lean operation: responsive human support that sticks with you until an issue is resolved.

A CRM that supports a mission with global impact

The Reuse Network’s work keeps usable furniture out of landfills and gets it to the communities that need it most—whether that’s across the U.S. after a natural disaster or overseas for relief and development.

Nutshell helps them do that work with clarity: fewer dropped balls, more consistent outreach, and a system a small team can depend on year after year.

If you want a CRM that can handle real operational complexity—and help you nurture long-term relationships at scale—The Reuse Network’s story is a strong example of what’s possible with Nutshell.