How we decreased resolution time in a large retail chain by streamlining service processes

The Challenge

ERP system lacks client management, agility, and real-time reporting

The large retail chain, with over 50 branches and a diverse B2B and B2C client base, currently relies on an ERP system for managing B2B sales. However, they are encountering several significant challenges. The existing ERP solution lacks effective follow-up, follow-through, and client management tools, resulting in gaps in customer engagement and inefficiencies in handling client relationships.

Despite performing well, the company is determined to elevate its operations from good to great. They are seeking a solution that allows them to be more organized and agile, with real-time access to critical numbers and reports. Their current system is cumbersome and slow, requiring considerable back-office work for report generation and failing to provide their sales team with the tools needed to drive performance effectively.

Additionally, the company aims to enhance their service quality by improving their ability to track warranties, manage service calls, and maintain an organized system. The existing solution does not support these needs efficiently, leading to an urgent requirement for a more streamlined and modern approach to both sales and service management.

The Solution

Centralized B2B pipeline boosts efficiency and visibility for sales and service teams

Fireberry's solution addresses the retail chain's challenges with a unique B2B pipeline integrated with ERP systems. This integration centralizes information and streamlines the process, enabling different business functions to operate independently while consolidating data interaction in one central location. 

The key lies in the seamless connectivity between the sales pipeline, the lead status, the service status, and the automated communication. Having all of these parts connected and visible to members of each key team means that no work is doubled, no follow-up is missed, and opportunities for upselling and cross-selling are visible and trackable. 

This new approach enhances overall visibility, smooths operational processes, and provides a comprehensive view of customer interactions. By improving data management and operational efficiency, Fireberry boosts customer success and streamlines overall operations.

What’s next

Streamlined processes enhance sales, service, and interactions.

The implementation of Fireberry's solution will streamline the sales process, providing real-time insights and reducing manual back-office work. Sales teams will benefit from enhanced client management tools, allowing for more effective follow-ups and increased productivity. 

The service team will experience improved efficiency through centralized tracking of warranties and service calls, enabling quicker responses and better management of customer service issues. 

With a more agile and modern system, the retail chain will offer a more seamless and personalized experience for B2C customers, leading to higher satisfaction and loyalty. The integration with ERP systems will enhance the B2B sales pipeline, providing better visibility and control over client interactions and facilitating more effective management of B2B relationships, ultimately driving business growth.

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