Use Case: Boost Your Sales and After-Sales Performance

They have become accustomed to fast and efficient ways of purchasing and reordering products and services through portals, apps, chat, mobile, and other channels. Purchases are made using customer data—from simply reordering a purchase made two weeks ago to quickly obtaining that complex quote with precisely negotiated prices. A fast and convenient customer experience during the purchase process reduces friction and ensures that customers return for more. On the other hand, outdated, non-digital experiences erode customer loyalty. As competitors begin to offer personalized digital shopping experiences, customers will gradually take their business elsewhere.

Common situations in today's sales process

• Customers have to contact a sales representative even for the simplest products. This raises the barrier to entry and reduces the team's efficiency and focus.
• Generic prices in a standalone online store, because you are unable to use the customer-specific prices that were agreed upon. This leads to incorrect orders and additional contact with customer service.
• Due to inefficient sales systems, several full-time equivalents (FTEs) in the back office check orders for accuracy. Incorrect product combinations, incorrect prices, and incorrect shipping addresses cause processing and delivery problems.
• Missed cross-selling and upselling opportunities because these tasks are performed manually by sales representatives, resulting in inconsistent and impersonal customer interactions with low conversion rates.

It's time to strengthen the sales team and boost sales

To address these challenges, manufacturers, B2B product companies, and wholesalers are implementing customer platforms that consolidate customer data and provide customers and sales teams with fast and user-friendly tools. Personalization and automation ensure that quotes and orders are accurate, cross-sell and up-sell opportunities are presented in a timely and personalized manner, and self-service options are always available. Consolidating data provides valuable insights for both management and sales.

• An online portal for orders, invoices, and other customer information
• An online store where customers can shop whenever it's convenient for them (at negotiated prices)
• Accurate, customized quotes for sales teams
• Simple cross-sell and up-sell identification to support sales representatives
• In-context key account management to better serve your most important customers

The steps we are taking

We follow four key steps to provide customers and employees with personalized digital experiences using a modern and user-friendly solution:

Step 1: Design the customer and employee journey
Great customer and employee experiences start with a well-thought-out plan. We map out the customer journey and identify areas for improvement for both customers and the team.

Step 2: Prioritize, Define a Strategy, and Develop a Roadmap
With so many opportunities for improvement, where do you start? Together, we prioritize the areas for improvement, design a solution, and build a feasible roadmap.

Step 3: Design and Implementation
We develop solutions based on the roadmap, build the system, integrate data to create a complete view of the customer, and empower the team to deliver consistent, personalized experiences.

Step 4: Test the system, train the users, and go live!
Together, we’ll test the system and assess whether it delivers the desired experience. Once this has been confirmed, we’ll train the team and implement the solution live.

The final result

Our solution offers customers personalized digital shopping experiences and enables the team to increase sales through an efficient workflow. The user-friendly platform includes an online store, a quote generator, and tools to support cross-selling and upselling. It is designed to compete with the B2C platforms we’ve all come to love. As people use the system, customer data accumulates, insights are generated, and customer interactions across all channels and teams are improved.