CUSTOMER SUCCESS STUDY: LAPEYRE

Transcription

1 CUSTOMER SUCCESS STUDY CUSTOMER SUCCESS STUDY: LAPEYRE IMPROVED CUSTOMER EXPERIENCE ACROSS SALES CHANNELS WITH A PROS CAMELEON SOLUTION. Unlock Your Data Unleash Your Sales

2 SUMMARY With over 350 retail points of sale and 12 production sites, Lapeyre is one of Europe s largest Do-It- Yourself home improvement retailers. Lapeyre manufactures and sells a wide range of standard and custom windows, doors, kitchen and bathroom products. Lapeyre has built its growth strategy based on offering a wide range of products through multiple, complementary sales channels: retail stores, specialized outlets for the construction industry, and online through lapeyre.fr (B2C) and lapeyrepro.com (B2B). To make its sales networks more dynamic and improve customer service, Lapeyre selected a PROS Cameleon Configure Price Quote solution. Salespeople, subsidiary retailers and customers use PROS Cameleon to search the Lapeyre catalog, customize doors and windows, check prices and place online orders. PROS Cameleon CPQ automatically transfers all order information from the point of sale to Lapeyre s ERP system for fulfillment and sends engineering data for custom products to the factory for manufacturing. 2

3 CHALLENGE Optimize selling processes to improve effectiveness. The Lapeyre sales teams sell a complex product offering, combining custom products (windows, doors, stairs) with off-the-shelf items. To capitalize on their domain expertise and increase productivity, retail salespeople and sales operations needed better access to product information through a high-powered and reliable sales support tool. They wanted to shorten the time required to train staff, improve overall sales efficiency and improve customer satisfaction. Cut cycle times and operating costs. Many Lapeyre products are made-to-order, and any order errors can result in cost overruns and customer dissatisfaction. To enhance the quality of service provided to B2B and B2C customers, Lapeyre needed to improve order accuracy and shorten order-todelivery times. Devise a multichannel sales strategy. Lapeyre needed to adapt their sales strategy to new consumer purchasing trends. In addition to traditional retail store sales (Lapeyre, K PAR K, GIMM, Menuiseries Françaises, Wehr PVC, Telhanorte), Lapeyre wanted to make products available online to both consumers (B2C) and trades (B2B). 3

4 SOLUTION With the PROS Cameleon Solution, retail salespeople can: Consult market-specific product (custom and off- the- shelf) catalogs. Review pricing options with the customer. Offer related services such as installation, financing and extended warranties. Place orders. When the customer places an order for custom products, PROS Cameleon CPQ automatically generates the specific manufacturing data (bills of materials and routings) and sends it to the corresponding ERP system for each of the Lapeyre plants. The order is 100% accurate and can immediately go into production. PROS Cameleon CPQ has enabled Lapeyre to roll out consistent sales models across each channel. Updates to catalogs and configuration models are quickly and easily disseminated across the sales network. Online buyers are guided through every stage of their project. They can page through the catalog aided by intuitive navigation and rich media, view areas of interest (such as rustic or insulation ), have their questions answered, and browse complementary (cross-selling) or up-market (upselling) options. Finally, they can place their order online or decide to refine their project at one of the Lapeyre stores. The retail salespeople have access to online customer projects, along with additional technical detail. The result is a clearer view of customer requirements, more personalized follow-up, increased conversions and more loyal customers. 4

5 RESULTS For the customer Offerings that match their needs and their budget. High-quality advice from Lapeyre salespeople. Quick and accurate quotes. Consistent, personalized experience across ecommerce and stores. For Lapeyre A successful multi-channel sales strategy. Lower costs with more accurate orders. A significant increase in sales of custom products. Major reduction in the production cycle. Greater operational efficiency from automation of order submission to production cycle. For the sales teams Simplification of selling complex products. More time advising customers, less time on administrative work. Increased sales effectiveness. PROS Cameleon CPQ provides us with a common, integrated solution from order capture to manufacturing to fulfillment, delivering secure, accurate orders regardless of the sales channel. Using PROS Cameleon to publish electronic catalogs on our B2B and B2C websites, we re able to quickly satisfy customer specific requests, while simultaneously increasing order reliability and product quality. Jean-Louis Servent Chairman of the Management Board 5

6 About PROS PROS Holdings, Inc. (NYSE: PRO) is a big data software company that helps customers outperform in their markets by using big data to sell more effectively. We apply years of data science experience to unlock buying patterns and preferences within transaction data to reveal which opportunities are most likely to close, which offers are most likely to sell and which prices are most likely to win. PROS offers cloud solutions to optimize sales, pricing, quoting, rebates and revenue management across more than 40 industries. PROS has completed over 800 implementations of its solutions in more than 55 countries. The PROS team comprises approximately 1,000 professionals around the world. To learn more, visit pros.com. PROS.com Copyright 2015, PROS Inc. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error -free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission.