Epson America Enhances Lead Quality and Revenue with Conversica
Technology Category
- Wearables - Augmented Reality Glasses, Headsets & Controllers
- Wearables - Virtual Reality Glasses, Headsets & Controllers
Applicable Industries
- Consumer Goods
- Oil & Gas
Applicable Functions
- Sales & Marketing
Use Cases
- Autonomous Robots
- Virtual Reality
Services
- Testing & Certification
- Training
About The Customer
Epson America, Inc., founded in 1975, is the U.S. affiliate of Japan-based Seiko Epson Corporation. The company is a global technology leader with a product lineup that includes inkjet printers, digital printing systems, 3LCD projectors, smart glasses, sensing systems, and industrial robots. Epson America is dedicated to driving innovations and exceeding customer expectations. The company is the North American headquarters for the global technology leader and, while it started as a consumer company, a large part of the business is the commercial products groups. Epson America generates leads via various channels and these activities generate approximately 40,000 to 60,000 leads each year.
The Challenge
Epson America, a global technology leader, was facing challenges in standardizing and optimizing lead outreach and communication. The company generates leads through various channels including its website, trade shows, direct mail, email marketing, social media, print advertising, online banner advertising, and a brand awareness campaign. These activities generate approximately 40,000 to 60,000 leads each year. However, the company was struggling with the issue of sales representatives showing disinterest in leads that did not align with their named accounts, as their remuneration was based on sales on named accounts, not on leads sent to them. This led to a need for a solution that could effectively engage and qualify leads, freeing up Sales Reps to close more business.
The Solution
Epson America turned to Conversica AI Assistants for a solution. Conversica AI Assistants use human-like, two-way email conversations to automatically engage and qualify leads. Epson decided to test this solution with the commercial group handling projectors and named their Conversica virtual team member Rachel. The main goal of the program was to ensure that Rachel gave prospects and customers the attention they needed and appropriately handled communications with them. Through Rachel’s efforts, Epson learned how best to nurture prospects, including the fact that they need to be touched, on average, six to eight times before they respond and that they are more responsive if they are emailed at the times they prefer. Rachel was also able to spot concerns in emails that were then passed directly to a dealer or internal service to fix potential problems. In addition, Rachel was able to uncover additional sales opportunities.
Operational Impact
Quantitative Benefit
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