Magazine article CRM Magazine

MaintenanceNet Automates Warranty Sales for Schneider Electric: Emailed Quotes Take the Burden off Resellers to Renew Service Contracts

Magazine article CRM Magazine

MaintenanceNet Automates Warranty Sales for Schneider Electric: Emailed Quotes Take the Burden off Resellers to Renew Service Contracts

Article excerpt

In the past, when consumers purchased a Schneider Electric uninterruptible power supply, designed to prevent data loss and hardware damage in the case of a blackout, they usually did so from one of the company's reseller partners. That could easily be the last time the companies ever heard from that customer. When the standard warranties expired, it was often too time-consuming to encourage customers to sign up for an extension.

While many products in this division of the multinational company were sold to enterprises, the smaller home and business clients would only be eligible for "low dollar contracts, where a salesperson picks up the phone and they're already losing money," describes MaintenanceNet's vice president of business development, Shayne Skaff. Knowing that customers would likely purchase extended warranties if they were made available, Schneider Electric looked to MaintenanceNet, a sales lead generation and automation company.

During the initial pilot in June 2013, MaintenanceNet leveraged the CRM data of one of Schneider Electric's partners. MaintenanceNet was able to match point-of-sale information with the resellers' existing customer data. With that information, MaintenanceNet could send emails branded with individual resellers' information to their customers. Included in the offer was a quote for an extended warranty that the customer could click through to purchase.

For many customers, it was the first time they were given the offer. "[We've] done extensive market research around that topic," Schneider Electric's director of national channel service sales and marketing, Shannon Talbert, reports. "One of the key findings was that the number-one reason [customers haven't] purchased an extended warranty or a service contract from us was simply [that] they were never asked, and they didn't think on their own to take that action," she relays. The emails weren't seen as an annoyance, but as an opportunity for customers and Schneider Electric alike.

MaintenanceNet was able to provide a service that Schneider Electric had tried before on its own, with limited success. "Historically it's been a very manual process. We've had to depend really heavily on our reseller partners. We would need to have someone look the information up, and try to connect the information. We weren't always successful in those efforts," Talbert remembers. …

Search by... Author
Show... All Results Primary Sources Peer-reviewed

Oops!

An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.