Recently, I happened to meet the CEO of a company that sells construction storage equipment. He mentioned that his sales team was having trouble with 2 main things:
- Following up on hundreds of opportunities. Once a customer filled out an online cart, follow up was very time consuming and difficult. This is a high touch business which sometimes requires changes, work orders, special delivery etc.
- Tracking customer satisfaction past the sales process and using that for online reviews.
These are not things that a company like ours, which serves the Medical Device industry, deals with as much. As I heard the issues presented to me, my first instinct was to find a way to help him. There are 2 apps which we provide that solve these problems:
- Recall Management – as difficult as it is to believe, Recall Management is very much like Marketing Automation. There is a Recall Notice which goes through Review and Approval. This is very similar to a Marketing Message. Then, there is a list of contacts to which the Notice/Message is delivered to. And then, there is the tracking on whether the message was received, opened, call back happened, data was collected. We implemented something similar to support his Abandoned Cart functionality directly from the Salesforce Opportunity. It was gratifying to see an immediate impact to the bottom line. This is something we were not used to.
- Troubleshooting and Intake – this is a perfect equivalent for the post-sale satisfaction survey. Our troubleshooting guide provides for sophisticated branching and data collection which is exactly what the survey has. Also, the survey can be triggered on any record condition and directly from the Opportunity.
In the end, we were able to help the company and also got confirmation that the tools we provide have a much wider usage and help companies be more productive. Increased productivity is one of the roles of compliance software too.