The client is a leading innovator and provider of advanced, high-quality air conditioning solutions for residential, commercial and industrial units globally with a strong presence in Australia and New Zealand. With more than 5 decades of history in the ANZ region, the company is hailed for its innovative technologies in the Heating, Ventilation & Air Conditioning (HVAC) industry.
With a large percentage of the client’s B2C sales being dealer led, the client needed a direct channel of engagement with their consumers, to have better control of the sales and after-sales consumer experiences. While a mobile app allowed consumers to explore the product catalogue and help them decide on the right product(s), the ability to have their consumers buy the product(s) directly from them and also manage the after-sale installation was missing. Below is a summary of the outcomes the client wished to achieve with this engagement :
CRMIT through a combination of a consumer portal built using Salesforce Community Cloud and through new integrations, connecting all systems and stakeholders, addressed the above expectations.
The portal integrates with the mobile app and now allows the client to continue the journey with the consumer, driving the entire sales cycle and also the installation of products bought.
With the new portal,
Heating, Ventilation, and Air Conditioning
Enterprise Solutions Architect,
From an idea to an unforgettable and measurable customer experience