Domicile grows sales and improves call-center availability by 50% with omnichannel B2B sales

Complex sales processes, limited access to ERP data in the field and increased load on its call center have limited Domicile's ability to grow and serve its business customers in the best possible way. With Pepperi, it was able to get more orders, improve call-center availability and enable 24/7 sales through web and mobile B2B eCommerce

Industry

Hardware

Regions

EMEA

Pepperi

We became more efficient, improved our service and the overall customer experience, not a simple thing to do in a highly competitive and dynamic environment.

Pam Wood, Senior Director Sales Operations

Tom Kimmel-Tamir, CIO Domicile

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Pam Wood, Senior Director Sales Operations

Tom Kimmel-Tamir, CIO Domicile

We became more efficient, improved our service and the overall customer experience, not a simple thing to do in a highly competitive and dynamic environment.

Tom Kimmel-Tamir, CIO Domicile

About Domicile

Domicile is an importer and distributor of hardware and home decor products from leading brands around the world. Since 1983 it has been supplying its customers – carpenters, kitchen and furniture manufacturers, and wholesale distributors – with a wide range of products, consisting of over 10,000 different SKUs.

 

Growing Pains

“We operate in a dynamic environment, selling many items, handling customer-specific price lists and multiple promotions, all of which change frequently. Our field agents must always be on top of things but accessing data was practically impossible. Taking orders over the phone, via fax or email led to many errors and delayed order fulfillment. We had no control on returned merchandise and had limited tools to plan and monitor our field sales team” explains Tom Kimmel-Tamir, CIO of Domicile.

"Our main frustration was that the more successful we were, the worse the situation became, and the greater the workload," said Tom Kimmel-Tamir, CIO of Domicile

Complete Business Transformation

With Pepperi’s unified approach to managing field sales and B2B eCommerce, Domicile was able to completely transform its sales operations

  • A new B2B eCommerce website and native mobile app provide buyers with comprehensive product information, “how to” videos, inventory data, order history and 24/7 order taking
  • The sales rep app provides access to customer-specific catalogs and pricing, promotions, smart search and built-in filters, even when offline
  • Configured forms capture all onsite interactions – meeting summary, product training, returns certificates and more
  • The mobile CRM system provides a consolidated customer view (past visits, credit lines, service requests etc.), facilitates information sharing and enables better decision making
  • The omnichannel management console used for all Pepperi solutions streamlines administrative tasks and provides operational flexibility to adapt to changing market conditions
  • Customer-specific promotions and discounts can now be easily managed
  • Activity planning tools and BI dashboards help managers keep their team on target
  • Full integration with SAP Business One ERP enables access to back office data in the field and on the wholesale eCommerce solution, reducing errors and improving order-to-cash operations

 

The Results

Following the launch of Pepperi, results were quick to follow – orders are on the rise, and the workload of field reps and the call-center decreased dramatically, resulting in over 50% reduction in the number of unanswered calls from customers and reps. This provided Domicile many additional benefits –

  • The call-center was shut down on weekends, as customers self-serve, saving Domicile the associated operational costs
  • Field reps focus on complex sales, new products, training and nurturing customer relationships
  • A large database of thousands of indirect business customers (carpenters) was created including exact location, contact details, business focus and more

"Thanks to Pepperi’s flexibility and ease of use, we are in complete control and able to make changes on our own. We can adapt screen design, change workflows, configure forms and much more. When the need arises, Pepperi is always there to help us, but overall, we are completely independent," said Tom Kimmel-Tamir, CIO of Domicile

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