Automating Sales & Enabling E-Commerce

This manufacturing client desired to increase their 12 percent close rate by re-engaging potential customers who had in-home appointments and received quotes for purchasing products. A hurdle to streamlining the sales process included integrating with Salesforce, Eloqua, and a legacy purchasing system. 

After in-home appointments, sales representatives were not supported with automated emails or text messages to re-engage beyond a sales call or email. In addition, the potential customers had no self-service option beyond calling a sales representative to purchase the selected products or adjust the order and receive a new quote. 

By developing automated tools to re-engage the potential customers for the sales reps at each retail location, the manufacturer could reduce friction in the sales process.

Prior to this engagement, the manufacturer had completed extensive customer research to guide decision-making. They previously hired Trility to help launch a mobile application to increase their digital processes and systems. 

By working with marketing, sales, and other stakeholders, Trility helped create a cloud-native enterprise application with architecture featuring microservices that addressed the uncertainty and friction in the sales process. Customers now receive email reminders from the retail location and are encouraged to view their quote, edit products, complete the order, and pay or finance the purchase. 

The microservice architecture allowed for small independent services to communicate through well-defined APIs with the existing purchasing system and provided the manufacturer the ability to automate marketing and sales messages to better support its retail locations.

This custom, integrated solution positioned this manufacturer to support its branch dealers with an automated sales outreach approach. Once launched, this client could increase its market share with a first-of-its-kind solution in their industry. Other outcomes that focused on improving customer experience and the sales processes included: 

• Sales reps and contractors understand the sales status of customer quotes, product adjustments, and purchases. 

• Improved end-user experience where customers gained self-service opportunities to adjust products, receive new quotes, and check out without talking to a sales representative. 

• Containerized microservices allow for easier development of functionality to continually improve and modernize the sales and customers experience. 

• Accelerated development of working, tested, cloud-based products to increase speed to market and paths to revenue.