Snap-on Tools
CONTACT SMS Generates New Revenue and Thousands of New Orders
Summary
As one of the world's largest suppliers of professional tools
and equipment, Snap-on Tools' success hinges largely on its ability
to engage and sell-in to franchisee agents. This task was
complicated by the fact that the 400+ agents are independent, on
the move and span the UK, Ireland and Holland. In the past, sales
teams would mention offers in their calls or the marketing
department would send emails, requiring the franchisees to call the
contact centre to place an order. The process was ineffective -
franchisees didn't always read the emails; and it was costly -
calls to place orders required a full contact centre and manual
order taking.
The company turned to Datasquirt to consider alternative ways to
engage franchisees. Datasquirt implemented CONTACT SMS, a solution
which allows Snap-on to easily send out SMS messages with special
offers. Franchisees receive the messages in a timely fashion and
can make immediate orders via SMS. The entire process is managed by
one person and it takes only minutes to send out the promotion and
seconds to receive orders. The solution has enhanced communications
with franchisees and in the first five months has generated nearly
3,600 orders worth more than £230,000 - all by SMS and without the
need for sales or contact centre agents.
Situation
Snap-on Tools faced several business challenges:
- Costly and ineffective communications with
franchisees. Special offers were promoted as part of sales
calls or via emails requiring a call to place an order. It was
impossible to reach all the 400+ franchisees and sales were
poor.
- Inefficient ordering processes. Franchisees
didn't always receive the promotions and then were required to
phone the contact centre to place orders; agents manually processed
orders, taking days and increasing errors.
Datasquirt Solution
Snap-on Tools implemented the Datasquirt CONTACT SMS solution
for:
- Two-way SMS communication. SMS broadcasts to
franchise dealers; and SMS ordering by franchisees.
The solution allowed franchisees to easily view promotions and
place orders by SMS; at the contact centre, the process is now
managed by one person, with orders automatically consolidated and
processed for dispatch and billing.
Benefits
Snap-on Tools experienced immediate ROI and benefits from the
CONTACT solution:
- Enhanced franchisee communications. Special
offers sent via CONTACT SMS are immediately received and only
require a reply SMS to place an order.
- Increased sales. Within months, thousands of
orders were placed by SMS.
- Reduced costs. Automating the order system has
saved hundreds of hours.
View the
demo or contact us to find out more.
