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For Customer Self-Service

Reduce the number of cases your sales, regulatory and service team respond to, while improving customer experience.

Reduce OpEx
Lower Cost to Serve

The Problem

Your team spends too much time on tactical activities. Customers expect a modern online experience and the ability to self-serve.

01

Your customers can’t go to your website and easily browse the entire catalog of what you sell. Your customers can’t easily learn your product value propositions.

02

Your customers can’t self-serve the basic product information and documents they need to support their projects. Instead, they consume many hours of sales rep and customer service time for simple requests.

03

If you don’t respond to prospects quickly, then they will go to the competition. Your prospects can’t place an inquiry or request and expect a fast response. Your prospects can’t connect with the right internal expert. It can take days or weeks to receive an answer.

04

Your customers can’t view their quotes, they can’t place orders electronically, they can’t track their orders nor can they quickly access order specific information.

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The Solution

Enable your customers to go through more of their buying journey online and thus, free up valuable internal resources.

01

Centralize the entire product catalog, product information and all product documents in one place.

02

Enable your customers to find the exact right product, document, questionnaire or answer on their own.

03

Enable your customers to place requests, see where their requests are in the process and easily connect with the right expert that will fulfill the request.

04

Enable your customers to submit a re-order, view the fulfillment of their order and receive immediate responses to order related questions.

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Positive Business Outcomes

Reduce the number of cases your sales, regulatory and service team respond to, while improving customer experience.

01

Reduce the manual hours spent by your sales and service teams on tactical customer requests.

02

Provide your customers with a modern, responsive experience.

03

Create more customer touchpoints, capture insight into when customers are evaluating new or existing projects, and identify which customers to spend time with.

How We Do It

Step 1

Ingest all product documents (TDS, Brochures, Specs, SDS, etc)

Step 2

Set up a DMS for all customer-facing documents

Step 3

Extract, structure, harmonize and enrich product data and set up an MDM

Step 4

Set up a digital product catalog and enable doc downloading and request generation

Step 5

Set up a private customer portal to enable transactions

Step 6

Integrate into existing workflows

Return on Investment

Remove additional service team headcount requests

Increase FTE service and regulatory capacity by 20% (save time from chasing information)

Reduce generic request cases by 50%

Reduce customer wait times by 95%