Client Overview
Chicago’s top-notch Tea and Coffee making machine manufacturer is known for supplying the ultimate quality machines to National and international brand retail customers and multinational hotels. When it comes to Tea and coffee machine makers no one can beat them. Despite being the most popular seller in the industry they were struggling to be a front foot in market share.
Challenges Solution and Benefits
Challenges
Customer engagement and interaction- The key to making a brand stand out unique from others is providing a memorable and personalized customer experience. In our Client's case, they were facing the challenge of getting real-time data about their customer engagement, which is vital to understanding the customer mindset and behaviour
Hurdles in sending Subject oriented emails- No automated email configurations and the team to spend more time sending interactive and subject-based emails to every end-customers
Difficulty in knocking out the Market share- No streamline or 360- degree view system to track multiple marketing activities such as pay per click, website user traffic, print, sales, and more resulting in challenges in market share
Trouble in forming Customer centricity- It turns out to be the biggest challenge for our client. They aimed for implementing customer-oriented marketing or customer-oriented selling but it wasn’t achieved able with the traditional models and processes
Solution
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Improving the customer experience was the leading goal to expand their business. So we have Implemented a Salesforce Pardot solution that synced smoothly with Salesforce every two minutes- facilitating the easy asses of customer engagement data in real-time.
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The sales and customer service team has gained a holistic view from marketing assets to the sales cycle allowing them to reduce the sales cycle length.
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With Pardot implementation, marketing becomes a personalized conversation with content tailored to each buyer.
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Salesforce Pardot solution came up with an email builder that empowered the team to craft creative and personalized emails depending on past interactions. With powerfully programmed interactions, they turned up the email schedules and sent the email quickly to many customers resulting in saving more time on other marketing campaigns rather than manually sending redundant emails.
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Customer centricity is a business strategy that focuses on providing a positive customer experience both at the point of sale and after the sale. This customer-centric approach aligns with our client's mindset as well. Any sale begins and ends with the customer; we must understand the lead generation journey until the sale is closed. We create landing pages on the fly with Pardot so that our client's marketing team can quickly bring their customers to the sales floor.
Benefit
Improved the market share by 48%.
Sales cycle process was reduced by 60%.
Email conversation and engagement enhanced by 65%.
Improvement in recognizing the qualified leads by 55%.
Project Insights
Time Duration
1 year followed by Maintenance and future upgrades
Estimate hours
2500 man-hours
Team size
Business analyst, Project manager, UI/UX designer, Front end developer, Back end developer(2), Testers and Salesforce technician, developer, and consultant
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