After investing in a Digital Transformation, this company continued to grow, even as their competitors retracted. While they knew they needed something mobile, they discovered there were several other needs in order to truly empower their employees.
The Company:
- 65 years in business
- Family owned
- One of the largest plastic resin distributors in the United States
- Moving 1+ billion pounds of plastic per year
- 200 employees, 120 of which are involved in day-to-day customer care
The Issues:
- Tighter market required faster response
- Disjointed communication between field and office
- Pen and paper tracking, no visibility for company leadership
Discovery Findings:
- Field sellers gave incomplete information to internal resources when asking for help
- No insight in the field into customer credit status, other projects at that customer, or product availability
- Getting up-to-date information requires phone calls or emails which slow the response time to the customer
The Solution:
- CRM system for sellers to interact with, backend integration to ERP
- Messaging system for guided communication between field and internal resources
- Offline iPad application with account info, order history, opportunities, goals, messaging system, and product availability
- Cross-platform phone application with accounts, opportunities, messaging, and product availability
- User centric design ensure ease-of-use
- Applications are company branded so they can be customer facing as well
The Results:
- Better experience for their customers
- Faster turn around when producers have product available or customers need something quickly
- Structured communication speeds response time
- History of the sales process ensures everyone knows how the product and pricing was chosen
- Visibility into the pipeline for leadership and logistics team
- Application guides the user through the sales process, ensuring nothing is missed