Technology Category
- Networks & Connectivity - 5G
- Networks & Connectivity - NFC
Applicable Industries
- Transportation
Applicable Functions
- Logistics & Transportation
- Sales & Marketing
Use Cases
- Last Mile Delivery
- Time Sensitive Networking
Services
- System Integration
About The Customer
Würth Group is a world market leader in its core business, the trade of assembly and fastening materials. The company consists of over 400 companies in more than 80 countries and has 71,000 employees on its payroll. 31,500 of these are permanently employed sales representatives who are set out to provide customers with solutions that meet their needs. Communication between these sales reps and their customers is key to delivering a satisfying customer experience. As Würth’s customer base grew, they realized the need for a more efficient means of customer communication to streamline their processes and deliver the customer experience they needed to remain a leading brand.
The Challenge
Würth, a global leader in the trade of assembly and fastening materials, faced challenges in improving its sales cycle, customer satisfaction, and payment collection processes. The company's marketing and sales departments often struggled with efficiently communicating promotions to customers, a process that was tedious as sales representatives had to do this alone, sometimes resulting in difficulties to reach goals, such as clearing overstock. There were also issues with communication throughout the delivery process, with customers often not being able to properly organize the acceptance of products due to inefficient communication about delivery times. Additionally, Würth’s sales team had to collect outstanding balances from customers who missed their invoice payment due dates, a process that was both tedious and ineffective, leading to some customers having the issue of bad debt with Würth. As Würth’s customer base grew, they realized it would not be feasible for their sales representatives to handle these problems in this way.
The Solution
Würth implemented Infobip’s omnichannel solution on multiple layers to quickly sell overstock items, increase successful deliveries, and automate the debt collection process. They used Viber, Email, and SMS through the Infobip platform to quickly sell overstock items in their warehouses. They structured an SMS failover plan that would first send messages to specifically targeted industries through Email and Viber; if messages were not successfully delivered through Viber, the failover system would send them to customers through SMS. Würth also integrated the Infobip API into their ERP system to automate SMS notifications, which were sent to customers throughout the delivery process to increase the probability of successful delivery. To tackle their problem of debt collection, Würth used automated SMS notifications and a specially made algorithm to send outstanding balance reminders to customers at various steps in the process.
Operational Impact
Quantitative Benefit
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