Grosfillex, manufacturer of resin outdoor furniture, has also used Infor’s artificial intelligence (AI) product recommender to provide products at the right time.
Grosfillex e-commerce account manager Andrew Rinehimer, said: “In the first week of using the AI dashboard, we saw a 10 percent increase in revenue for a particular set of accounts. Each salesperson has access to a personalized dashboard with a profitability grading for their accounts and uses this information to create the right sales strategies. What’s powerful is that the AI system is generating these insights for us across hundreds of customers, so sales can focus its time on improving the business and customer experience.”
Recognising the importance of analysing customer profitability to address these issues and grow the business, the Grosfillex sales team faced some challenges.
Manual data pulls across multiple systems and extensive profitability analysis, which sometimes took up to three hours for a single account, made it impractical to analyse and manage thousands of customer accounts efficiently. Consequently, the team found itself spending a portion of its time with high-profit accounts when it should have been directing more time on low-profit accounts.
Further, when products went out of stock, customer service representatives sometimes did not have the knowledge to recommend a similar product that was in stock to keep customers happy. Activating new customers also was a manual process, which sometimes created delays in delivering products to those customers.
To address the complexities of stock availability, Grosfillex is using Infor’s AI-driven product recommendations, which empowers sales and service teams to suggest alternative products that are currently in stock.
According to Grosfillex CEO Frans Govers, “Managing thousands of products makes it impractical for employees to provide such intelligent recommendations without extensive experience or a tool such as AI. Equipped with Infor’s product recommender, we anticipate fulfilling more orders, leading to increased revenues and heightened customer satisfaction.”
With Infor’s solution, Grosfillex also has automated the entire customer activation process. Now, users can access the Infor Portal to view their assigned tasks and monitor the status of the entire workflow process. This enabled the company to reduce the new customer activation process from one-to-two weeks, with its previous manual approach, to only one-to-two days with Infor’s automation solution.
Massimo Capoccia, Infor chief innovation officer, said: “Our cloud technology platform, which provides integrated AI and automation capabilities, is enabling Grosfillex to enhance customer service, employee productivity and more. We started by helping Grosfillex utilise AI and automation to grade customer accounts faster and more efficiently, and we look forward to helping the company further leverage these capabilities to grow its business.”