The challenge

The rise in the urbanization of the global population is mandating the construction industry to employ capabilities that exist in the more technologically advanced industries. As a result, innovative tools and processes to understand the need of the customer are paramount and forward-thinking construction businesses are taking a harder look at this to stay ahead of the competition. A European construction giant engaged TransformX to assist in overcoming their slow market growth across multiple global divisions. Their known challenges included a lack of understanding of the needs of their customers/prospects and knowing if they were using Salesforce (their CRM of choice) optimally to manage the process.

The approach

TransformX leveraged its Customer Engagement Model to identify gaps and pain points by conducting a Customer State Assessment across 4 Regional Divisions of the organization. Surveys, interviews, and deep-dive sessions were conducted to develop a deeper understanding of the Go to Market Strategy, Customer Value Effectiveness, and the use of Salesforce. The result was a bespoke Customer Success Roadmap that provided recommendations on short, medium & long-term strategic initiatives around the customer. The Salesforce Review was conducted by TransformX Salesforce Certified professionals and focused on areas of System Adoption, Usage, Integration, Training, Administration, the viability of Reports and Dashboards, Data (Usage, Limits, Flow) and Program Governance structures.

The results

Since implementing the TransformX recommendations around the identified gaps, the client has seen a 30% increase in lead conversion, a 45% decrease in inbound call volumes and 60% increase in Customer-facing employee productivity. With the availability of more pertinent customer-focused data, the client is now exploring new Analytics and AI tools/strategies to further optimize operations, identify further gaps in efficiencies and create new offerings and markets across the board. It was a pleasure to have served this client with their needs and participate in their success!