Intersecting Customers at the right time for service management
Secondly, the company needed to find a way to intersect the post-service, pre-invoice interaction with its customers, and used a Qualtrics Sitecore integration to solve the problem.
Integrated with the bespoke CRM, the Qualtrics survey scores are sent to the CRM, with any scores below an agreed number triggering a business workflow to escalate the incident to the Account Manager – giving them the power to pick up the phone and intercept that problem before the invoicing process starts. This digital process de-humanises the feedback cycle so that customers feel confident to give honest feedback without compromising the often friendly and long-standing relationships they have made with service technicians in remote service centres.
Reducing value burden of outstanding parts
A ‘core’ is a core piece of equipment within a machine such as an engine or a gearbox. When cores wear out, they can be returned back to for refurbishment. The challenge faced by the business was the number of outstanding cores that had not been returned for refurbishment.
Triggerfish used Sitecore Marketing Automation to send automated emails to customers reminding them of their outstanding cores. Sitecore uses tokens in the email to identify the customer, their part being delivered, and the part being returned. The email includes instructions on how to book a pickup, a link to the PDF copy of the invoice and how to log into their digital portal to see all outstanding cores in one view. The process of recovering outstanding cores was a very manual, timely and expensive program.
Bringing together Marketing and Technology
The 90-day cycle has bought the internal marketing team and the parent IT team together, helping both teams understand marketing's role in the overarching customer experience of the business. The marketing team now also have a better understanding of the value of integrating Sitecore with the back-office technologies like Dynamics AX, Qualtrics and their bespoke CRM.
Digital Connections for customers who cherish face-to-face interaction
Founded in the 30s, this business and their customers are familiar with doing business face-to-face, in the outback, on the construction site or on the side of a road. With many customers of living or working hundreds or thousands of kilometres from any business centre, the business needed to have 100% confidence in Platform and its integrations. If the technology failed, customers could drive for up to a day to collect a part that had not yet been delivered to their nearest business centre.
As the business becomes more complex in a digital world, it was important for the business to reliably and comfortably replace some of those human connections digitally to the advantage of the customer first – and this business has been able to accomplish that with Sitecore.