Para Mobility helps to make life easier for their customers, not more difficult. Their lives are complex enough as it is.
They are the parents of children with disabilities and the carers of people with a disability or the ageing and less mobile. They are navigating their way through the health and disability systems, managing relationships with an array of stakeholders and organisations including funding bodies, insurance agencies, occupational therapists and home and aged care providers. Finding the most effective solution for their loved ones is a process often fraught with challenges.
The Assistive Technology Para Mobility supplies to help people move around safely and independently is part of this solution. It can empower and change lives.
But getting the right equipment to the right person in the most efficient and cost effective way requires a lot of information to be assembled and integrated.
Which means data is absolutely key to their business being able to create meaningful solutions.
With it, their sales team is empowered to streamline processes, mitigate challenges and make life easier for our customers. Data is all the rich material we can work with to succeed in making our customer experience the very best it can be.
How data helps you not make like a meerkat
There’s nothing worse than a customer calling and a staff member having to go and ask another employee what was discussed in the last call. Para Mobility call this “meerkatting” — when team members are constantly popping their heads up to check with another team member about something or follow up a piece of information. It might be cute on the African savannah but it’s totally inefficient in a Sales and Customer Service environment.
Listening carefully and getting accurate information from the get go is crucial. Their sales team ask the right questions from the very first interaction so things don’t get unnecessarily complicated or derailed further down the track. Every conversation is logged, every piece of relevant data is recorded. It’s a big ask of their salespeople but they know from experience how much that vigilance matters. They never want a customer — or a potential customer — to have to deliver a piece of information more than once.
The challenge is that no two customer circumstances are the same, each customers’ needs are unique and importantly, it’s the unique details that they need to capture to ensure that they offer the customer the right mobility solution.
How data drives sales and fuels passion
During a brainstorming session, the team uncovered exactly how many systems were being used and how many times data was being replicated. The goal was to reduce those replications and nail down one system that could collect and integrate all the relevant data.
By implementing a Salesforce CRM platform they were able to refine one source of truth and do away completely with paper files, old MYOB programs, spreadsheets, and folders filled with business cards. Not only does it improve the quality of their interactions with customers, it allows them to work with their manufacturers to forecast accurately and meet demand. Implementing a Salesforce CRM presented a major shift in strategy that’s also allowed them to grow by being able to track interactions with customers and continually build insight into their needs and preferences.
Yes, that growth helps build profit and they are very customer focused, as they know there are plenty of people out there whose quality of life could be hugely improved by the equipment they offer. With it they could drive a car, go shopping, navigate their own home and neighbourhood more easily, and with our Accessible Pool Hoist they could get in and out of a pool. Their team knows that reaching them means another effective solution for that customer and the opportunity to change a life for the better, and that’s what really drives them.
Moreover, having a best-in-class CRM system is an effective way to attract talent and means their onboarding process is extremely efficient. For a business of their size to use a platform like Salesforce is an exciting prospect for many employees. Their team often talks about how proud they are to be working with such a system and what an impact it has on their ability to help customers.
The combination of solutions-focused, emotionally intelligent, resilient and empathetic salespeople with meticulous data collection and integrated applications has proven to be an incredibly powerful one. We’re looking forward to building on it further with automation from Pardot, Sales Cloud and future plans for NPS and Live Chat.
Thank you for calling
For customers in most sales contexts, getting a follow up call from a salesperson can be a bit of drag. It’s not always a call they want to take. In their business, however, we’ve discovered that customers welcome that follow up. Indeed, they often thank them for following up with them. Why? Because it’s one thing on their usually very long to-do list that they then don’t have to worry about. They also love sharing how happy they are with their equipment and how it enables their lives.
That’s a pretty unique situation and goes a long way to showing just how complicated the lives of their customers often are. Acquiring Assistive Technology can be an emotionally charged process. With high quality interactions and the right data, properly used, they can reduce frustration and stress and ensure their customers get the equipment that best meets their needs. Data puts their customers first every time and keeps them there.
For more essential sales insights and tips on using data in the sales process, download the 50 Pro Sales Tips for 2020 ebook.
