Accelerating Sales and Service with Visual Assistance

One of the world’s largest hot tub manufacturers faced a critical
delivery challenge. Their regional remote sales and service teams
faced a critical bottleneck. Their process model was heavily reliant on
on-site inspections to meticulously verify the customer’s
requirements, and troubleshoot issues. This led to costly truck
dispatches, repeat dispatches, sales and service delays, lost sales, and
high customer and dealer friction.

Visual Difference with TechSee

To break through these systemic barriers, the manufacturer adopted
a state-of-the-art Visual-First Strategy, embedding Sophie Live into their CRM, FSM and contact center platforms. Sophie Live enabled every member of their team to seamlessly, visually and virtually collaborate with customers, dealers and prospects through the endusers mobile phone camera.

This visual transfromated, enabled by real-time, shared visual
experiences, allowed the manufacturer to close critical efficiency
gaps, resolving bottlenecks, reducting friction and reducing their
carbon footprint. The Sophie AI Platform delivered a visual approachthat fundamentally changed their operations and their performance

• Accelerated Sales: Sales representatives began using Sophie Live to remotely inspect customer sites, confirming product fit and installation readiness. This allowed them to provide accurate proposals, reducing returns, improving close rates and and accelerating deal velocity.
• Streamlined Service: Service teams were now able to remotely
  diagnose issues, reducing the need for costly truck dispatches
  and repeat visits. Technicians could visually confirm problems
  and guide customers, leading to a significant increase in first call resolution.
• Reduced Operational Costs: By visually confirming issues and providing precise guidance, the company was able to reduce unnecessary part replacements and Return Merchandise Authorizations (RMAs).