This building materials merchant has a network of 2,000 outlets run by 63,000 employees in 27 countries. It supplies new construction, renovation and home improvement markets. It operates in a highly competitive market. It currently generates an operation margin of 7%. It is part of a larger organization with sales of €39B.
The challenge was how to provide tools and process to 15,000 salespeople in 2,000 branch locations with the right information needed during live customer interactions. Today 350,000 suppliers and 2 million parts reside inside of many other systems with complex processes and little integration. As a result, quotes, and live interactions fall short of providing a full solution to customer requirements. Not satisfying customer material requirements for each quote request decreases client satisfaction (measured in NPS scores) and reduces average order size and proﬁtability.