More contracts closed through modern end-to-end journeys
More leads and contracts were won thanks to the website redesign, digital click paths and internal service wiki.
What was the initial situation?
- Old structures and a static environment led to the retention of a tried and tested IT landscape
- More or less all processes, from calculations to project management, were carried out using the simplest software tools such as Microsoft Excel
- This meant that employees had no opportunity to benefit from supporting automation processes or interface tools
- Dynamic market environment and the desire to scale sales activities triggered the search for suitable software
- Desire to be able to react faster and more agile to changing customer needs due to technological advances and digitalization
What was implemented with epilot?
- Website relaunch with intuitive customer journey embedded in responsive design: customers are guided to their desired product with a few simple questions
- All relevant information now in 360 degree overview e.g. Customer data and inquiries regarding a product, including important status or milestone details
- The first joint project was in the field of e-mobility and was online after just six weeks
- Request a non-binding offer for a suitable wallbox via the ELE website: Click on the so-called cost check asks for information such as the type of property or where exactly the charging solution is to be installed, a few clicks later, the interested party receives a quote
- All other click paths also work according to this pattern, such as for heat pumps: Here among other things Information about the type of house and its year of construction or the current heating source
- For specific noncommodity–customer inquiries by phone or e-mail, employees are helped by an internal service wiki, which is also linked to the epilot Journey technology for call center agents was configured
- It shows the complete product range, allowing employees to identify the right product based on specific questions and answers
- The system is equipped with special logic so that the product selection is linked to the customer’s corresponding data, making it quick and easy to follow up.up with answers, quotations, status messages or contacts is possible
- The initial conclusion is positive: After a short period of cooperation, the number of orders for wallboxes has increased, heat pumps and storage heaters
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