Chubb decided to use technology to reduce the high cost of sales associated with its field-based sales team.
Chubb Fire & Security
Complex eCommerce, Online Platform, Complex Integrations, Technical Support, System Maintenance, Hosting & Cost Management, Security & Risk Management
The system being replaced was a consultative sales process for three complex services: Fire Risk Assessments, Fire Safety Training, and Fire Extinguisher Servicing. Navigating and codifying the nuances of each clients’ business to ensure they were directed to the right service was critical.
For prospects to self-serve a complex purchase, every step needed to be simple, intuitive and focused.
This was a first for a 200-year-old company. Not only did we need to create an online platform, there were significant operational changes required to move the business to a digital model.
Key customer information was often subjective and surfaced through long and detailed conversations with sales staff. Examples of this detail were questions such as whether a location was high or low risk, or what is included in a particular tier of service. This needed to be codified into a clear set of questions that any customer could easily answer.
The new system needed to integrate with many internal and 3rd party systems. For example, Dymamics CRM, Companies House, KYC Partner Software, Email Marketing, ERP and Azure Service Bus all needed to integrate seamlessly.
We moved the business from having a 60+ day contract signing process, to contracts being created in as little as 11 clicks.
We replaced the previous labour-intensive, manual process that required multiple visits by a trained salesperson, with a single visit to a self-serve eCommerce site that the customer completes themselves.
We introduced immediate online payment, significantly reducing the overall contract process and back-office processing requirements.
Moving from a paper-based system to a digital one enabled faster, more accurate and greater analysis of the sales process.
We simplified a potentially confusing matrix of technical options to a single and simple quote for a customer, that was delivered from a set of simple and easy to answer questions.
For the traditional sales model, visits could be cut to a third, significantly reducing cost of sales and time to contract.
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