The client needed to reduce their high cost of sale of fire safety services by moving from using a traditional field sales force to an online sales model. This involved not just the creation of an online platform but also significant operational changes to move the business to a digital model.
To turn a labour intensive consultative sales process into a single self-serve e-commerce solution that handles three complex services: Fire Risk Assessments, Fire Safety Training, and Fire Extinguisher Servicing.
The current manual solution takes a long time to complete the contract sale and even longer to process and open the customer account. This includes multiple site visits for a salesperson to secure the sale and so the process is slow and has a high resource cost.
The challenge was to codify this process, whilst keeping the input simple and intuitive for the customer. We had to deliver a digital version of a sales process that was often quite nuanced in its detail.
Key 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 a service level. This needed to be codified into a clear set of questions that any customer could easily answer.
First we analysed the current process. By spending time with sales people, customers and the relevant internal staff we mapped out the end to end process.
From there we built the product requirements, the user experience and technical solutions that needed to be built. We were challenged to move fast, which meant our role also required us to work very closely with Chubb stakeholders and push them to new models of thinking.
While a simple customer facing solution was key, we developed an approach that also honoured internal processes that could not be or should not be rapidly changed, which delivered the commercial benefits required without requiring a radical operational overhaul, but moved them significantly towards their long term operational improvement goals.
The result? Significant commercial benefits and an entirely new commercial approach for a 200 year old business.
Chubb Protect is the first ecommerce site for this 200 year old company. It is driving significant new sales, from an entirely new sales channel. More than that, it represents a bold step forwards for the business, helping to ensure they continue being a force in the market for another 200 years.
Project Manager, Chubb Protect
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