The Sky Looks Blue, the Grass Green
Dan runs a century-old and traditional business that supplies top quality products to household, personal grooming businesses and pharmaceutical companies. Dan’s clients rely on his innovative products to delight their customers. One in top five household and personal care companies today, uses his flavors, fragrances and essential oils to manufacture their products. Simply put, they have a 20% share of the market.
The Stinker
Albeit this 20% market dominance is a milestone, Dan lately ran into a pressing challenge while interacting with his staff and customers. He learned that an average sales cycle lasted for 10 to 12 months which had a direct impact on revenue, staff productivity and a growing number of unhappy customers. Dan instantly knew that it called for an immediate fix.
The First Walk To Experience Wow
He googled for some solution providers. Out of the first 10 results, he was convinced with Nalashaa’s extensive knowledge base and expert pool of talent. A cross-functional team of experts was brought in to have an unfettered discussion on the current situation. A further analysis revealed that more than one-third of the time is spent in providing access to product information, share/manage documents, responding to customer queries and following up on due invoices. After a series of focus group sessions, the team came up with a solution. The goal was not only to accelerate the sales cycle but also to offer a wow experience for the staff and customers.
The Hustle
The Nalashaa team began a month-long initiative to detail the solution components. Despite the shift in business priorities, low stakeholder availability, and inexperience in technology initiatives, the team of experts was quick to outline the scope, create a prioritized list of requirements and develop a high-fidelity screen design that closely resembled the target solution. Along with a functional specification the design captured all business scenarios and application behaviors in detail.
The development phase ensued soon after, the Nalashaa team started building a B2B self-service customer portal from scratch. They set up the initial infrastructure, created logins, and registration workflows. Also, they implemented multi-factor authentications, security mechanisms, more than 40 APIs related to user management and data exchange. It was a daunting task to accomplish on the latest technologies while ensuring compatibility with the legacy systems.
A continuous cycle of development and release completed in which all capabilities were built one after another in an agile manner within a span of 5 months. This bore testimony to the development team’s astonishing capabilities. As a result of the team’s efforts, the customers were now equipped with self-service options to check historical orders.
securely access product documentations, review invoices and make payments through third-party gateways. Nonetheless, the staff had the ability to manage access control, approvals, expedite lead cycle and generate custom reports.
The Chiseled Outcome
More than 30% of traffic was diverted to the portal to fasten conversion
Increased access to information in relatively shorter duration
2X increase in payments through third-party party payment gateways
Increased customer satisfaction and loyalty due to faster response time
The Secret Ingredients
Make Your Way Through The Clutter
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