Text > Case Studies > Pioneer Millworks Boosts Opportunity Value by 16% with LiveChat Integration

Pioneer Millworks Boosts Opportunity Value by 16% with LiveChat Integration

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration
Application Infrastructure & Middleware - Middleware, SDKs & Libraries

Applicable Industries

Retail
Telecommunications

Applicable Functions

Procurement
Sales & Marketing

Use Cases

Real-Time Location System (RTLS)
Track & Trace of Assets

Services

System Integration

About The Customer

Pioneer Millworks is a manufacturing company with over 30 years of experience crafting flooring, paneling, siding, and decking from their employee-owned mills in New York & Oregon. Their goal is to provide quality reclaimed and sustainable wood products that are crafted in the US with the shortest lead times in the industry. They were using a basic chat system that didn’t offer much more than just chatting and were looking for a more robust system that could integrate with their CRM to enhance their customer service and sales process.

The Challenge

Pioneer Millworks, a company with over 30 years of experience in crafting flooring, paneling, siding, and decking, was facing a challenge with their existing chat system. The basic chat system they were using offered limited functionality and did not integrate with their CRM, making it difficult to link customer queries to projects and assist customers in finding products or ordering samples on their website. The company was in need of a more robust system that could seamlessly integrate with their CRM and provide a more efficient and effective customer service experience. They were also looking for a solution that would not break their budget and would offer room for growth.

The Solution

Pioneer Millworks chose LiveChat as their solution, as it allowed them to upgrade from their existing system gradually. LiveChat was integrated with Shopify and Salesforce, providing a seamless flow of information for the sales team to use. This integration brought the customer service team into the sales process earlier and more consistently than before. The customer service team handled all chats without using a chatbot, handing opportunities over to the sales team when necessary. The integration with Shopify enabled the team to get samples into customers' hands more easily and quickly understand the person they were chatting with. The company also started to be more proactive with their chats by using automated greetings to engage customers in conversation and encourage them to ask for a sample faster.

Operational Impact

The integration of LiveChat into Pioneer Millworks' operations resulted in a more efficient and effective sales process. The customer service team was able to be more integrated into the sales process, making the handoff smoother. The integration with Shopify and Salesforce allowed the team to quickly understand the customer they were chatting with, reducing the need for upfront questions that could slow down the conversation. The proactive use of automated greetings engaged customers in conversation and encouraged them to ask for a sample faster. The company also saw an increase in calls and emails, which they considered a positive outcome as it indicated quicker engagement with customers. Despite not using the highest plan, the LiveChat support team was always available for assistance, further enhancing the operational efficiency of Pioneer Millworks.

Quantitative Benefit