By Emily Allender / 29 May 2019 / Topics: Customer experience Procurement Modern workplace
Facts at a glance
Client industry:
Retail
Challenge:
The client needed a standardized way to deliver services across its North American locations.
Solution:
- Streamlined procurement & deployment
- Modern technology
Results:
- Increased sales by 20%
- Seamless technology delivery & setup
- Improved customer experience
Solution area:
Insight’s Supply Chain Optimization solutions simplify the process of procuring, maintaining and replacing the technology clients invest in to run their business.
Insight’s Connected Workforce solutions are a suite of end-user compute offerings designed to simplify IT management while improving connectivity and collaboration.
A retail organization that provides funeral services needed a better way to represent its services to potential customers across North America. After making several acquisitions, the company greatly expanded its capabilities to not only offer traditional services, but also provide tasteful finishing touches.
Unfortunately, not all customers were offered the wide variety of options available. At many locations, funeral directors verbally explained funeral packages to their customers.
In an effort to stay as tactful as possible during these delicate conversations, many employees didn’t tell customers about the additional services, such as a dove release and jewelry keepsakes.
The organization needed a way to represent its many capabilities to potential customers without its funeral directors coming across as being too pushy during difficult moments.
The answer to this unique conundrum? Implement a modern, technology-driven solution to the sales process by upgrading the arrangement rooms. These rooms are private spaces the customer and funeral director use to plan the details of a funeral.
Insight recommended outfitting the arrangement rooms with a large display and an easy-to-use software program. This would allow employees to walk customers through funeral planning while also showing that location’s available services.
The client had already established a relationship with Insight for technology procurement. But it didn’t have a vendor that could help with IT implementation. It needed a partner who could complete the project from start to finish.
Our Supply Chain Optimization and Connected Workforce teams worked together to help the client seamlessly procure and deploy services delivery systems in more than 1,000 locations.
The client needed an intuitive technology implementation process that its less tech-savvy employees could navigate. Our experts worked on-site to set up the new systems.
We sent our technicians to each location so that cabling could be completed in the arrangement rooms. Once the hardware arrived at the facilities, Insight technicians returned to set up the display, network and any other necessary cabling.
We sent our technicians to each location so that cabling could be completed in the arrangement rooms. Once the hardware arrived at the facilities, Insight technicians returned to set up the display, network and any other necessary cabling.
Now, these arrangement rooms offer both customers and employees an intuitive, streamlined way to plan funeral services. Customers are able to see every available service, and employees don’t have to worry about coming across as too "salesy."
Since the technology refresh, customers are choosing additional services more often, resulting in a 20% increase in sales for the company.
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