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" UNILIN manufactures flooring, panels and insulation. One of its most well-known brands is Quick-Step. UNILIN partnered up with delaware to guide them through their complete digital transformation. "

Efficiency gains in the complete customer journey

UNILIN wanted to create a seamless ordering experience for their customers (both B2B and B2C), and make the job of its sales and marketing teams easier with smart and user-friendly CRM and commerce platforms, based on machine learning.

 

By offering a strong online ordering platform, including aftersales services, Unilin can re-focus its internal sales resources. With the old systems, back-office employees were swamped with administrative tasks and questions of customers. On the new platform, customers can now handle most of these tasks themselves. As a result, the back-office team at Unilin has much more time to focus on value-adding and more rewarding tasks such as cross- and upselling.

A new CRM system helped the sales force at UNILIN to become more efficient in terms of planning, follow-up and overall customer service.

Unilin
Credits: Unilin
Conversion rate on the E-commerce platform doubled

A user-friendly and consistent platform results in a continually increasing number of online orders. In November 2018, the platform reached €1mio combined online B2C revenue in Belgium and the UK.

Unilin
Credits: Unilin

A self-service portal for customers

UNILIN customers can independently place and follow-up orders, making the tasks of the UNILIN back-office much less administrative and repetitive, and opening up space for tasks that add value and are rewarding.

A complete view of payment stats

Also after-sales services are made easier. B2B customers can easily check status of payments, open invoices, … themselves, without the help of a back-office employee of UNILIN.

From website visit to dealer appointment

When a potential customer visits the website and orders e.g. a brochure, an automatic flow will start, trying to guide the consumer from website visit to making an appointment with a local UNILIN dealer.

Faster better stronger sales

The new CRM tool helps the sales force to plan better, react faster and report better. The same information about a customer is available for the whole team, visits are planned more efficiently and customers get a better overall service.

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