FSIoffice
FSIoffice achieves 40% more cases with streamlined sales efficiency
The Sugar effect
40%
more cases handled
Identify
new up-sell and cross-sell opportunities
Better
customer experiences from purchase to delivery
With 60 years in business, FSIoffice has seen the work world change to include traditional offices, schools, and remote spaces alike. Today, the company sells 40,000 products across office items, janitorial supplies, coffee and breakroom needs, and even printing.
Challenge
FSIoffice was using its previous CRM as more of a repository of information, and if the company wanted to know what its customers were buying or what their interests were, it required a tedious, spreadsheet-dependent reporting process.
This often led reps to react in real time to prospect and customer requests rather than proactively suggesting new products and generating demand. This also meant that sales didn’t have a good way to promote new product lines as the company’s catalog grew.
Solution
With AI and machine learning, sales reps can identify new up-sell and cross-sell opportunities and immediately act on them by setting up campaigns in Sugar.
Upon login, reps can easily identify which accounts aren’t yet purchasing these items and begin interacting with those prospects and customers.
Sugar has contributed to account managers’ ability to handle 40% more cases thanks to automated efficiency
“That’s one of the things I really like about Sugar — it’s really easy to pull up relevant information. It’s not something that takes up your whole day. Information is fed to them in little, bite-sized pieces.”
— Beth F. EVP of FSIoffice
CRM and transactional data together create high-impact opportunities
With more than 250 employees across nine distribution sites and 20,000 contacts across 5,000 customers, FSIoffice is one of the largest independent office supply dealers in the world.
But engaging 5,000 active customers requires more than passively promoting products. Previously, if the company wanted to know what its customers were buying or what their interests were, it required a tedious, spreadsheet-dependent reporting process.
The company needed a better way to identify sales opportunities while simultaneously engaging its existing customer base of 20,000 contacts. FSIoffice used its previous CRM, Goldmine, as more of a repository for information than a sales and prospecting tool. FSIoffice wanted to know and do more with the information it had in terms of both transactional purchase data and “soft data” like what products customers are interested in and why they may not be purchasing.
FSIoffice turned to sales-i from Sugar.
Instead of logging into multiple systems to access important sales data or contact information, the team can get valuable insights and act on them in one place. With all sales data and tools together, reps can send engaging communications and marketing resources to prospects and customers in just a few clicks, saving significant time.
In fact, Sugar has contributed to account managers’ ability to handle 40% more cases thanks to automated efficiency.
This is especially helpful in reaching thousands of customers. Within each customer company, reps may interact with about 10 different buyers. In Sugar, users can see everything from who the contact for a specific product is to their most recent activity.
Adding transactional data to the mix also allows FSIoffice to be more targeted in its approach. Now, sales can personalize marketing messages so communications are as engaging as possible. And with the ability to see past interactions, messages are also cohesive and relevant across the sales funnel.
