Background and challenges:
Until now, placing an order at the company was time-consuming and complicated. To place an order, salespeople often had to call or email head office, which caused delays and lengthened fulfillment time. That, in turn, hurt customer satisfaction and loyalty. On top of that, without full access to customer history and past orders, personalizing offers was harder, which could reduce sales effectiveness.
Project goal:
Increase sales effectiveness by automating and digitizing the order placement process, shortening fulfillment time and improving customer service.
Solution:
- Mobile CRM app:
- A dedicated mobile CRM app gave salespeople access to the full customer history in the field.
- It included data on past orders, meeting notes, and contact details.
- It let them prepare better for every meeting and personalize the offer to the customer’s needs.
- This functionality significantly improved service quality and increased the chances of closing deals.
- Placing orders during the meeting:
- A new feature let salespeople place orders live, without contacting head office.
- The app-integrated system let them add selected products to the cart and finalize the order immediately.
- Orders were submitted in real time, which considerably shortened the time from decision to fulfillment.
- Customers gained confidence that their needs would be met quickly, and the whole process felt transparent and convenient.
- This feature supported building long-term relationships based on trust and fast service.
Results and benefits:
- Shorter order fulfillment time: Automation and in-meeting ordering eliminated the need for repeated contact and document exchange.
- Better service quality: Personalizing offers based on full customer history, combined with instant fulfillment, increased customer satisfaction.
- Higher sales effectiveness: Fast, convenient ordering increased conversion and purchase volume.
- Stronger customer relationships: Customers appreciated the modern approach, which translated into loyalty and long-term cooperation.
- Lighter internal workload: The mobile app reduced the load on head office and improved information flow.
Summary:
The mobile CRM app and the ability to place orders during the meeting shortened order fulfillment time and reduced the number of contacts with head office needed to close a sale.
