How we skyrocketed adoption rates in the sales team with a user-friendly field quote solution

The Challenge

Find a centralized solution to modernize sales, track leads, & streamline customer service

The company’s initial solution involved integrating an ERP system with a mobile app to enable salespeople to generate quotes in the field. However, this ERP solution only provided visibility into successful sales (i.e., when an order was completed), preventing the company from gathering feedback to refine their sales strategy. Additionally, the mobile app was complex and difficult to use, leading to low adoption among salespeople who instead relied on other business units for quote generation.

The sales team faces significant challenges in generating quotes and closing deals while in the field, largely due to an inefficient and cumbersome process. Their current methods for organizing leads are inadequate, hindering their ability to track and manage potential clients effectively. As the company expands into B2C sales, the need for a scalable and streamlined process becomes even more critical. Without a robust system in place, the sales team struggles to maintain organization and efficiency, ultimately impacting their ability to maximize sales opportunities.

On the service front, the company’s current system for managing limited warranties on larger products is disorganized and lacks the necessary tracking capabilities. This makes it difficult to follow up with clients, monitor warranty start and end dates, and ensure consistent service quality. Salespeople sometimes extend warranties as a sales tactic, but the limitations of the ERP system prevent proper tracking of these extensions, leading to client frustration. Additionally, handling large-scale service requests through the ERP system limits the company’s ability to offer comprehensive customer support. The lack of automation and defined processes results in poor communication and lower customer satisfaction, ultimately reducing return sales despite clients investing in expensive products.

The Solution 

Simplify the field process to maximize employee adoption, automate customer service solutions

• ‍Tailored Sales Pipelines: We developed separate B2B and B2C pipelines, meticulously structured around the client’s processes, ensuring seamless lead tracking and sales management.
  ‍

‍

• ‍Integrated Product Catalog: A comprehensive product catalog within the system, serving dual purposes. It provides salespeople with a quick and efficient way to showcase products and services while fully integrating with inventory, sales, and accounting systems. This integration eliminates the need for redundant updates, allowing all systems to be updated with a single click of a processed order.
  ‍

• ‍Mobile Quoting Feature: A mobile app feature enabling salespeople to generate and send quotes directly from the inventory list. This ensures that all customer information, including inquiries, requests, and sales, is centralized in one place, enhancing data consistency and accessibility.
  ‍
• Automated Warranty Tracking: A bespoke warranty automation system designed to track sales of covered items and automatically send renewal reminders via email, SMS, or WhatsApp. This ensures timely follow-ups and improved customer satisfaction.
  ‍

• ‍End-to-End Service Platform: A comprehensive service platform allowing the client to efficiently receive and handle all service requests. This solution streamlines service operations, ensuring quick and effective responses to client needs - and - more importantly, contributes to the 360 degree customer view which allows our client to boost their customer satisfaction and streamline their service quality.
  ‍

‍