Use case: Boost your Sales and After Sales Performance
Driving sales and customer lifetime value has become increasingly difficult in recent years. Customers are placing increasing pressure on manufacturers, B2B product companies, and wholesalers to provide B2C-level digital experiences. They’ve become used to quick and efficient ways to purchase and repurchase products and services through portals, apps, chat, mobile and other channels. Purchases happen in the context of and using their data – from easily reordering the purchase of two weeks ago to getting that complex quote with accurate negotiated pricing quickly. Having quick and easy customer experience when buying removes friction and makes customers come back for more. On the flipside, old-fashioned non-digital experiences diminish customer loyalty. As your competitors start to provide personalised digital buying experiences, customers are gradually taking their business elsewhere.
You may recognize any of these situations in your current way of selling:
- Asking customers to contact a sales rep, even for the simplest products, which puts you one-down in removing friction and increasing the efficiency and focus of your team.
- Providing generic pricing in a stand-alone webshop because you are unable to use the customer-specific pricing you agreed on, resulting in order errors and calls to customer service.
- Having multiple FTE in the back office checking orders for accuracy due to inefficient sales systems. Products that do not go together, inaccurate pricing and incorrect shipping addresses result in order processing and delivery issues.
- Missing out on cross- & upsell opportunities because these tasks are mostly handled manually by Sales reps, resulting in inconsistent and impersonal interactions with your customers and low conversion rates..
Time to empower your sales team and boost sales
To combat these issues, manufacturers, B2B product companies and wholesalers adopt customer platforms that bring customer data together and provide quick and easy to use tools to customers and sales teams. Personalization and automation ensures quotes and orders are accurate, cross & upsell timely and personalized and self-service options always available. Having the data together creates insights for management and sales alike.
Specific examples include:
- Online portal for order, invoice and other customer data
- Webshop to purchase when it suits the customer (with negotiated pricing)
- Accurate complex quoting for your sales teams
- Easy cross & upsell identification to support your reps
- In context key account management to service key customers better
The Result
- Your Customer can easily interact, order and/or quote online;
- Your team is empowered to interact and quote accurately and efficiently;
- You start to build up valuable data that provides great insights and the input to continuously improve;
The steps to take
We take four main steps to provide your customer and employees with personalised digital experiences using a modern easy to use solution:
Step 1: Design the customer and employee journey
Great customer and employee experiences start with a well thought out plan. We map the customer journey and identify areas of improvement for your customers and team.
Step 2: Prioritise, strategise and roadmap
With many improvements to consider, where do you start? We prioritise the improvement areas together, design a solution and build a roadmap that you can execute on.
Step 3: Design and implement
We design solutions to the roadmap, build the system, bring data together to complete your customer view and start empowering your team to provide consistent personalised experiences.
Step 4: Test the system, train your users and bring it live!
Together, we test the system and see if it provides the experience we aimed for. Once we confirm it does, we train your team and bring the solution live.
The outcome
Our solution provides your customers with personalised digital buying experiences and empowers your team to boost sales through an efficient way of working. The user-friendly platform includes a webshop, a quoting engine and tools to support cross & upsell. It is designed to rival the B2C platforms we have all grown to love. As people use the system, you build up customer data, create insights and improve your customer interactions across all your channels and teams.
