From agricultural and small-scale industries to commercial and residential projects, our client has touched upon various sectors with innovative solutions like solar-powered generators, inverters, water heaters, and power panels. Their main goal is to drive a worldwide shift towards sustainable and renewable energy sources to significantly reduce greenhouse gas emissions and therefore combat climate change.
With the increase in awareness to adopt sustainable energy alternatives, our client pursued providing safer end-to-end energy-efficient lighting solution alternatives to incandescent, fluorescent, and halogen bulbs. Currently, they have around 820+ stores globally where they sell energy-efficient power and lighting solutions.
As our client expanded their operations with an extensive range of renewable energy solutions, they aimed to take proactive measures in serving their customers and enhancing their overall customer experience. At the time, they had multiple homegrown systems, each custom coded for a unique purpose. This approach was unscalable across business units which resulted in the lack of unified customer experience.
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Additionally, the management teams were devoid of visibility into which customers utilized which services. Consequently, our client did not possess the ability to determine if a customer who purchased their solar power solutions also purchased their energy efficient lighting solutions. This disconnected architecture prevented the client from accurately assessing their share of the customer’s spending.
Furthermore, the client had an eCommerce site meant to facilitate customer orders, demo scheduling, and feedback with query recording. However, because the site was not integrated with their customer relationship management system and did not have a chatbot, our client faced challenges in anticipating and assisting potential customers outside of regular business hours. As a result, their sales and service teams were unable to collaborate effectively to deliver a seamless customer experience.
With no clear view of the customer’s buying behavior and preferences, our client was missing out on opportunities to cross-sell and upsell their products and services, ultimately limiting their potential for maximizing revenue. To overcome these impediments and drive growth, our client made the decision to implement a solution that would unify customer data and deliver a consistent experience across all touchpoints and business units.
Solution: Cutting-edge Salesforce implementation to overcome data silos and promote operational efficiency
After analyzing the client’s business challenges, our CRM experts recommended implementing a comprehensive Salesforce solution. The solution aimed to integrate the existing eCommerce site, unify customer data across all touchpoints and foster seamless collaboration between the sales and service teams.
To initiate the transformation, we developed a tailored Salesforce platform to automate and streamline the lead generation process. To enhance customer support beyond regular business hours, we integrated a live chatbot powered by Salesforce Einstein. This AI-driven chatbot effectively assisted customers and guided them through the purchasing process.
To gain a holistic understanding of customer behavior and preferences, our team established a centralized database, enabling our client to leverage their customer data fully. Additionally, we seamlessly integrated the eCommerce site with Salesforce, creating a more streamlined and efficient customer experience.
Business gains: “From data silos to unified customer view”, how Zeb helped the power & utility solution provider level up customer satisfaction and drive revenue
Through the unification of customer data across touchpoints and business units, our client achieved significant improvement in customer experience. This resulted in a 3X increase in customer loyalty and retention rates, along with a 52% boost in customer satisfaction.
The implementation of a Salesforce Einstein-powered live chatbot enabled our client to provide instant assistance to customers round-the-clock, including outside of regular business hours.
By automating lead generation processes and integrating the eCommerce site with Salesforce, our client streamlined operations and reduced manual efforts by an impressive 46%.
Furthermore, gaining a comprehensive view of customer buying behavior and preferences allowed our client to identify cross-selling and upselling opportunities with improved effectiveness. As a result, they experienced a 28% increase in revenue and a 22% rise in average order value.
“From data silos to unified customer view, we never thought we would be able to elevate our customer experience and see visible impacts in this short a time. We are grateful to the team for helping us identify areas of opportunity and providing us with a tailored solution that meets our business needs. We highly recommend Zeb for any business looking to set up a scalable CRM right from the bottom.” – CTO, of a leading renewable energy solution company.
Ready to improve your operational efficiency? We’re here to help you with Salesforce implementation.
Our comprehensive Salesforce solution successfully unified their customer data, streamlined operations, and boosted customer satisfaction by an impressive 52%. Through improved insights and automation, they experienced significant increases in revenue potential and operational efficiency.
Contact us today to transform your business, deliver a seamless customer experience, and achieve remarkable results. Let’s drive your digital future together. Get in touch.
+1 732 737 9188
sales@zeb.co
