Saint-Gobain Thailand has brought their selling strategy to the next level. To boost sales volume, they have involved the customer service teams as well as the warehouse teams, to provide their current and new customers with a new value proposition: fast and more convenient service.
Customers now have the flexibility to either call the customer service team or go to the distribution warehouse to place orders. Once the transaction is initiated, they can conveniently pay via a QR code and pick up their products within 30 minutes at the warehouse. This process optimisation has not only reduced wait times but also significantly improved the overall customer experience by making it quicker and more efficient.
To achieve this, they implemented key internal adjustments:
- Customer service team reorganisation: administrative tasks were reduced, allowing the team to focus on higher-value activities, such as promoting offers and reminding customers about regular orders.
- Continuous training and coaching: The customer service and distribution warehouse team received product training, coaching sessions, and role-playing exercises, enhancing their ability to respond quickly to customer needs.
- Enhanced collaboration: The sales and customer service teams work closely to better understand customer expectations and competitor offerings, helping them target new opportunities and improve customer satisfaction.
This approach, combining speed and personalised service, has strengthened customer relationships, leading to improved commercial performance.
