How Bales Metal Surface Solutions
Automated Sales Outreach to Meet Rising Demands Without Sacrificing Customer Experience
Over Target
Revenue Goal
Improved Net
Promoter Score
YOY Increase in
Minimum Order
Scaling Our Sales Efforts
Presented a Significant Challenge.
Bales Solutions-oriented sales process is what
differentiates them from the competition
Bales Metal Surface Solutions, a pioneer in the industry since 1978, has been consistently delivering best-in-class surface coatings, finishes, and value-added services. These offerings play a crucial role in safeguarding the longevity of molds, dyes, tooling, and components.Their high-quality services and products have consistently set industry standards. However, the evolving market dynamics and customer expectations, especially accelerated by the pandemic, necessitated a strategic shift. They recognized the need to enhance their customer engagement and streamline their sales processes to stay ahead in the competitive landscape.
Challenge
Scaling Sales Revenue with a Lean Team
Bales faced a significant challenge in scaling their sales efforts. Their high-touch sales process, which was essential for providing unique solutions and consultation for selecting the right coatings and finishes, placed a heavy demand on their lean business development team. The team was inundated with monthly quote requests and struggled with timely communication, making it imperative to optimize output without drastically expanding the team size.
The RC Solution
Using Technology to Enhance Customer Experience
Bales faced a significant challenge in scaling their sales efforts. Their high-touch sales process, which was essential for providing unique solutions and consultation for selecting the right coatings and finishes, placed a heavy demand on their lean business development team. The team was inundated with monthly quote requests and struggled with timely communication, making it imperative to optimize output without drastically expanding the team size.
Highlights
- Automated Nurture Communications: This enabled the sales team to focus on technical consulting and quoting rather than administrative tasks.
- Immediate Post-Sale Surveys: To gather real-time feedback, reducing response times from days to minutes and improving client satisfaction.
- Enhanced Digital Tools: The next generation of Bales’ website featured new digital tools to improve the buying experience:
- Chat: Online support and lead generation channel.
- Cycle Savings Calculator: A calculation tool to help forecast productivity opportunity and opportunity loss.
- On Call Support: A virtual diagnostic tool for quick, efficient troubleshooting of tooling issues, akin to telemedicine.
- Coatings Comparison Tool: An interactive resource providing side-by-side comparisons of Bales’ surface coatings, aiding in early decision-making.
Thriving in a Digital-First Era
A Future-Proofed Business Model
Bales Metal Surface Solutions, continues to embrace digital transformation in customer service and sales, and is now better positioned for the future. The integration of digital tools and automated processes not only enhanced their efficiency but also significantly improved the customer experience. Bales can now provide faster, more accurate consultations and quotes, and their customers benefit from advanced, user-friendly tools that make their buying journey smoother. This transformation has not only met the immediate challenges but has also set Bales on a path of sustainable growth and reputation as industry leaders.
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