Trility was hired back to continue optimizing the client’s quote and sales processes, successfully raising the close rate by 10.5%. Due to early performance, revenue forecasts for this initiative doubled. Trility implemented a machine learning algorithm to optimize data accuracy and lay the foundation for future features like automated scheduling for in-home visits.
A manufacturing client needed a solution to streamline the customer journey from quote to purchase to achieve aggressive growth, reducing friction for customers and branch sales teams.
Due to legacy systems, both customers and sales representatives faced challenges in the sales process. Potential customers experienced a rigid sales process which often required customers to commit to expensive and complicated purchases during initial sales interactions. Sales representatives weren’t supported with automated customer follow-ups, leaving them to manually re-engage with customers after sharing an initial quote. This caused delays, missed opportunities, and added friction to the buying experience.
Additionally, the existing data systems were plagued with inconsistencies and inefficiencies. This posed significant challenges to building a seamless platform that needed to provide accurate, real-time information to customers and sales reps to streamline the sales process.
Trility first addressed the backend data flow challenges using machine learning algorithms to differentiate between products and parts, significantly improving data accuracy and user experience. Other key features implemented included:
Improved customer communication with reliable email notifications for digital quotes.
Built new functionality like forecasted fields and streamlined quote management processes.
Implemented mechanisms to prevent data overwrites, ensuring accuracy in data handling.
Updated APIs to support multiple schema files and more maintainable structures.
Improved the financing application process, facilitating easier customer transactions.
The project also focused on fixing bugs, optimizing deployment scripts, and improving resource management to ensure smooth system performance.
The solution transformed the customer journey and sales process by introducing digital quotes that were emailed to the customer and accessible via a customer portal. Customers could easily adjust products, visualize cost differences, explore financing options, and communicate with sales reps.
Six percent of branches participated in the initial rollout of the e-commerce platform. The close rate increased by 10.5 percent, and in six months, the platform recaptured the development investment threefold, leading the client to double the annual revenue forecast for this initiative as they plan the platform rollout across the remaining branches.
By optimizing data flow, reducing system friction, and utilizing machine learning algorithms, the platform offers a scalable backend that enhances the user experience across all touchpoints. The result is a more efficient, data-driven system supporting operational growth and future expansion.
