What do you do when you have invested in a technology platform that nobody wants to use. Do you scrap it and start over or take a closer look at why people are not adopting it to respond more directly to their needs?
Home Depot’s In-home services division was developed as a ‘do-it for-me’ option for overly ambitious DIYers, but the selling tools being used were missing a key component – a superior customer buying experience. In fact, it was not providing an experience at all because it wasn’t being used.
Sales reps were being asked to use a tool that didn’t work for them, so they defaulted to existing methods and homemade workarounds to piece together a solution. Customers were being subjected to a disjointed and cumbersome buying experience – neither experience was cohesive with the established (and successful) Home Depot brand promise so customers were left feeling less than great about their experience and revenue was being left on the table.
An on-the-ground perspective of the selling process gave the most accurate view of the buying experience. Understanding the needs of the seller in real-time allowed us to map the customer experience to provide Home Depot the necessary insights into customer experience gaps that were preventing adoption. From there, we developed a digital roadmap for the transformation of customer interactions with marketing, sales, and service.
The new application added an intuitive face to the existing platform, allowing the sales team to provide better information to the customer and the business throughout their day – without compromising their existing face-to-face sales process.
Branded end-to-end experience to instill confidence and reinforce the brand promise.
Integrating The Home Depot’s CRM with a dynamic Visual CPQ was a critical key – connecting sales with operations and delivery.