The Faulkner Organization Boosts Showroom Traffic by 50% with Conversica® AI Solution

技术

基础设施即服务 (IaaS) - 虚拟私有云
可穿戴设备 - 虚拟现实(VR)眼镜/耳机/控制器

适用行业

汽车
电信

适用功能

采购
销售与市场营销

用例

时间敏感网络
交通监控

服务

系统集成

挑战

福克纳组织是宾夕法尼亚州最大的多特许经营汽车经销商之一，它正在努力管理每月收到的大量互联网线索。该公司的互联网销售部门每月从各种来源接收近 6,500 个潜在客户，包括第三方潜在客户聚合商和 Faulkner 自己的多品牌网站。然而，该部门的预约制定者每天最多只能有效处理 150 个潜在客户，从而导致错失潜在的销售机会。因此，该公司的参与率一直徘徊在 25% 左右。面临的挑战是提高潜在客户参与率并确保不会忽视任何潜在的销售机会。

关于客户

福克纳组织 (Faulkner Organization) 于 1932 年在宾夕法尼亚州哈里斯堡成立，是一家开创性的奥兹莫比尔经销店，现已发展成为该州最大的多特许经营汽车经销店之一。它拥有23个领先的国内和进口品牌，迎合广泛的客户喜好。无论驾驶员是在寻找美国旗舰雪佛兰和别克，还是在菲亚特或玛莎拉蒂进口车中寻求运动刺激，福克纳的销售团队都致力于将每位客户放在第一位。该组织受到对客户服务的高期望的推动，并不断面临着跟上每月收到的大量互联网潜在客户的挑战。

解决方案

Faulkner 实施了 Conversica 销售人工智能助手，以自动化每月收到的数千条互联网销售线索的销售转换流程。该系统使用人类角色与潜在客户创建自动化的、基于电子邮件的双向通信，通过解释电子邮件响应中的文本来实时确定潜在客户的意图，提醒销售人员联系表明有意向立即购买的合格潜在客户，以及在销售人员初次联系后进行跟进，以继续培养潜在客户并获得更多信息或反馈。 Conversica 解决方案已推广到 Faulkner 近 90% 的特许经营店，并计划每月引入更多特许经营店。 Faulkner 目前有近 250 名销售人员和经理在使用 Conversica，该软件还提供了大量有关潜在客户绩效、销售人员响应能力和其他信息的指标，以帮助他们做出更好的业务决策。

运营影响

The implementation of Conversica has led to a significant improvement in Faulkner's lead engagement and sales conversion process. The system has enabled Faulkner’s Internet sales teams to achieve a higher number of what the company calls “volley-based” customer engagements – a volley of communication back and forth between the customer and the application until the customer provides a phone number, email address, or wants to be contacted by a Faulkner Salesperson. The automated system has also been successful in working with leads that Faulkner had previously considered dead or unresponsive. As a result, the organization has increased the number of sales from leads that are over two weeks old, giving the sales teams more time to pursue promising aged leads that are between 3 and 8 weeks old.

数量效益

Increased the engagement rate from 25 percent to more than 55 percent
Increased the number of leads handled by a single appointment setter from 150 to 225 per month, raising qualified showroom traffic by 50 percent
Eliminated the operational expense of hiring additional appointment setters and Sales reps to follow up with 6,500 leads each month