Fenesta's Customer Engagement with Omind - Success Story

Fenesta, as a leading player in the building materials sector, identified the pressing need to efficiently address customer queries and capture vital lead information. Conventional methods such as "Submit Enquiry" and "Contact Us" forms, while providing a means of interaction, lacked the ability to offer insights into customer behavior. Moreover, given Fenesta's international presence, establishing a personalized connection with customers via email appeared impractical.

Challenge:

As a key player in the building materials sector, Fenesta faced the crucial need to swiftly address customer queries and capture valuable lead information. While the conventional "Submit Enquiry" and "Contact Us" forms provided a channel for interaction, they fell short in offering insights into customer behavior. Additionally, with a presence across multiple countries, establishing a personal connection with customers via email seemed impractical.

Solution:

To tackle these challenges, Fenesta adopted the Omind Experience Platform integrated with SAP C4C. This implementation aimed at automating customer queries, collecting detailed buyer information, and minimizing the no-response rate.

Grow qualified leads by 4X

Fenesta implemented a conversational sales acceleration focused on qualified lead generation. These lead collected gets synced to their CRM system in real time. Also, the platform smartly connects potentially high value leads to the customer support team to enable quicker movement of customer through the funnel.

Reduce no response rate by 20%

It always seemed like a challenge for any business to reduce no-response so that the sales team do not miss out on valuable opportunity. Fenesta, implemented no-response reach out. Omind  platform provides flexibility to customer to integrate to any ERP or CRM system with ease using function builder. This resulted in a 20% reduction in no-response rate.

Locate nearest studios & showrooms

With stores present across multiple cities, Fenesta decided to provide customers with a hassle-free way to find their nearest studios & showroom based on users GPS location or Pincode.

Manage customer complaints integrated with SAP

While lead generation was one of the key challenge, Fenesta also made sure that the customer complaints & issues are handling seamlessly across all their conversational channels. In fact they went a step further to implement support on Google Business Messenger via Omind AI (official Google Partner) so that customer don't have to go to the website to raise a complain.