It’s no secret that excellent customer service is the key to running a successful company. 93% of consumers say they’re likely to make repeat purchases from companies offering exceptional service experiences, and many manufacturers rely on consumers like these to stay afloat.
Just like in any other industry, companies in the manufacturing landscape need to be able to offer customers a simple, effective, and streamlined experience. This often means investing in new tools and technologies to help with better understanding customer needs and catering to those requirements. From CCaaS solutions to CRM tools, the right CX technology can make or break your manufacturing brand in 2022.
If you’re looking for insights into just how significant the right CX investments can be, the following case studies can offer a fantastic view into the power of experience.
Mitel and Antalis
A leading European wholesaler and global supplier of fine packaging materials, Antalis operates across 43 countries worldwide, with more than 5,500 employees. In the past, the employees in different countries worked on separate IT systems, creating different “data hubs” of information about clients and consumers. This led to a highly disjointed approach to service.
To deliver a better quality of service, Antalis turned to Mitel for a flexible, smart, and convenient contact centre capable of integrating with the company’s existing CRM system and telephony applications. The new ecosystem is both employee experience friendly and ideal for creating a more consistent, personalized experience for end-users. Read the full case study here.
Twilio and CPG Europe
Best-known for its flexible range of innovative technology solutions, Twilio helps companies embed the CX systems they need into their existing tools. CPG Europe, a leading manufacturing brand, turned to Twilio to help bridge the gap between remote employees and customers while enhancing their telephony systems.
In this case study, Twilio explains how it worked with the CPG Europe organization to help them create an all-in-one environment for maintaining customer relationships, even when the business was under additional strain due to the pandemic. The innovative remote contact centre solution allowed CPG Europe to bring customers and agents together like never before.
Freshsales and Evans Manufacturing
Evans Manufacturing, a company committed to creating branded goodies for companies looking to build brand equity and recognition, wanted a way to build better relationships with clients, particularly during the stressful period of the pandemic. To achieve this goal, the company decided to work with Freshworks and the Freshsales environment to combine CRM insights with a host of valuable sales tools for the manufacturing team.
Working with Freshworks allowed Evans Manufacturing to embrace new selling methods while improving its customer interactions across multiple channels. As this case study shows, the Evans brand achieved a remarkable 23% increase in revenue by implementing their new technology.
HubSpot and Bell Performance
As a manufacturing company with 100 years of history, Bell Performance is no stranger to the challenges of changing times. Over the years, the company has found itself catering to a greater demand for more personalized sales and marketing strategies to stay ahead of the competition. HubSpot’s comprehensive marketing hub offered an excellent way for the company to engage customers while maintaining insights into client data.
The free CRM offered by HubSpot, combined with a range of inbound marketing tools to build better client relationships, helps Bell Performance modernise its approach to end-to-end CX for the new generation. Check out the full case study here.