Empowering Global Sales Teams

This building materials merchant has a network of 2 ,000 outlets run b y 63,000 employees in 27 countries. It supplies new construction, renovation and home impr ovement markets. It operates in a highly competitive market. It currently generates an operation margin of 7%. It is par t of a larger organization with sales of €39B.

Challenge

The challenge was how to provide tools and process to 15,000 salespeople in 2,000 branch locations with the right information needed during liv e customer interactions. Today 350,000 suppliers and 2 million par ts reside inside of many other systems with complex processes and little integr ation. As a result, quotes, and live interactions fall short of providing a full solution t o customer requirements. Not satisfying customer material requirements for each quote request decreases client satisfaction (measured in NPS s cores) and reduces average order size and pr ofitability.

Solution

Although still in the early stages, the project will provide the following;

• Complete and fast end-to-end solution for quote-to-cash customer quote requests
• A single system interface to traverse 350,000 suppliers and the more than 2 million parts they supply
• Determine everything that should be quoted, including alternatives, to solve a customer problem
• Simplify the task of upselling and cross-sell based on customer needs, better satisfying customers, while reducing lost sales opportunities

Anticipated Annual Results

Increase the average sale price by 16.6% (€300 to 350 per tr ansaction) and operating margin by 12.8% Achieved by;

• Increasing sales of complementary and alternative items
• Increased knowledge of, and better relationships with, the customer
• Improved processes to communicate full and accurate solutions to the customer
• Improvements to the Net Promotor Score (NPS) which is known to increase revenue and profitability