OKNAProf Installation - production and installation of windows
The company manufactures and installs windows for private customers and small commercial facilities, and applications have been steady, but some customers have been lost between the first contact, measurement, settlement, contract, production and installation.
The starting point
Sales were making requests to CRM, but the measurement calendar, production and assembly crews were living separately, so the customer could get the calculation late, and the installation transfer became known after a call from a disgruntled customer.
It was difficult for the manager to understand exactly where the process sags: advertising leads the wrong customers, the manager does not press after measuring, production does not have time or the team does not confirm the date.
What had to be decided
- Re-assemble the CRM funnel around the real customer journey.
- Link the measurement, calculation, contract, production, delivery and installation in one sequence.
- Give the leader visibility of the reasons for refusals and transfers.
- Set up repeated touches after measurement and calculation.
What did you do?
Simplified the funnel.
We have left statuses that reflect the real decisions of the client and the operational stages of the order.
Linked calendar and deals
Measurements, production dates and mounting windows became tied to the customer card and order.
Added cause of loss
For failures, transfers and suspended calculations, mandatory reasons and responsible actions appeared.
Launched touch control.
Managers received reminders after the client’s measurement, calculation and pause before signing the contract.
Results
What's changed at work?
- Conversion from measurement to contract increased by 16%.
- The number of installation delays due to inconsistencies between sales and production decreased by 27%.
- The manager saw the losses in stages and was able to adjust the work of managers without manual analysis.
- Customers began to get more predictable dates and clear order statuses.
What the chief now sees
- Funnel applications by sources, measurement and managers.
- Calendar of measurement, production and installation.
- Causes of failures, transfers and suspended calculations.
- Controlling re-touches after key stages.
Similar cases
Would you like to see a similar process?
Describe where applications, deadlines, responsibilities, data or management picture are currently lost, and prepare the first outline of the solution and a clear implementation plan.