Posts by Ajda Hafner

Impol Servis which has been dealing in the sales of aluminium semi-finished and finished products for over 30 years is a member of the Impol Group, which is considered one of the largest aluminium processors in this part of Europe, and ranks the sixth in Slovenia in terms of export. Their basic guidelines which set them apart from the rest are flexibility, responsiveness, short lead times, quality, immediate delivery and customer care services. 

The company wishes to keep pace with developments and is in constant quest for innovative digital solutions which ensure its competitive edge and a top-notch user experience for both customers and employees. According to Marko Žunec, the Director, the digitalisation leads to optimisation of processes which saves time to both the Company’s employees and their customers.

Challenges: non-uniform channel for receiving inquiries and time-consuming preparation of quotes

Fences are one among the products of the Company’s product line, which are marketed under the NABO brand. Fences, both garden fences and balcony fences, are complex tailor-made products. Each fence differs in terms of its shape, colour, length, width, number of slats, ground plan, etc. Providing such complex products has made the sales process relatively difficult.

Orders for fences which were submitted by phone or e-mail were insufficient and incomplete because the customers almost never submitted all the information a sales representative would need to prepare a quote. A lot of interaction was required between the customers and sales representatives in order for the latter to obtain all specific information about the fence.

This was followed by the preparation of the quote which included a manual calculation of the fence’s price according to the specifics provided. On average, a sales representative needed 40 minutes to prepare the quote, depending on the complexity of the fence. With the calculation being made manually, human errors were not excluded. 

At Impol Servis more or less only one person is in charge of the fences. In the event of increased demand this person had to work overtime to be able to respond to all orders in a reasonable amount of time.

Therefore, they were interested in finding an innovative digital solution which would remedy the aforementioned challenges and put a top-notch consumer experience at the forefront. They opted for the SaleSqueze configurator.

Solution: a configurator preparing a quote automatically

The SaleSqueze configurator guides the customer through the process of discovering and adjusting their fence and submitting their order.

With the introduction of the configurator, Impol Servis obtained a uniform channel for accepting inquiries because customers who contact them by phone or e-mail are also directed to the configurator.  

For the configurator to become the first channel for submitting orders was also a result of a well premeditated idea of how to direct the visitors of the website to it. The company uses a link directing to the configurator as a single call to action.

The configurator contributed to huge time savings as it automatically prepares the quote which the sales representative only has to verify and then sends it to the customer with a single click. This way they save approx. 35 minutes per one order, meaning they process orders 8-times faster than before. The time they save is then used for developing relations with customers and concluding transactions.

Time used for the processing of an inquiry before and after the introduction of configurator
Activity Time used before Time used now Time saved
Reviewing an inquiry 10 min 5 min 5 min
Reviewing whether an inquiry comprises all required data 10 min 0 min 10 min
If yes 0 min 0 min 0 min
If no 5 min 0 min 5 min
Preparing the quote 10 min 0 min 10 min
Reviewing the quote 5 min 0 min 5 min
Submitting the quote 1 click 1 click /
Total: 40 min 5 min 35 min

The product’s business logic is saved in the configurator so the calculation is no longer subject to human errors. In addition, sick leaves or holidays have no impact on the process itself.  

The configurator automates the process from the sales to the production as the working order is generated automatically with the bill of materials then being sent to the production. 

The configurator puts the customer first

In planning the configurator, customers were put at the forefront with the company wanting to provide them with a top-notch experience in ordering a fence. The customer is guided through the process of discovering the fences, adjusting them according to his/her wishes, and submitting the order.

The configurator also saves time to customers who are now able to discover the product from the comfort of their home, obtain the quote, and then based on this information decide whether or not to buy the product. 

Both the customers and the sales team appreciate the traceability as well as a mutual review of the data accuracy. Entered in an electronic form, the data is always available and may also be updated. Each time the quote is revised, it gets a new revision number. This way each change can be traced without deleting the previous one with the last revision always considered the current version. 

Key results of the configurator 🚀

The combination of a great product, a well-designed marketing campaign and an attractive user experience of the configurator brought the company top results:

  • 14-times more inquiries compared to the same period in 2020
  • inquiries are processed 8-times faster i.e., in 5 minutes instead of 40 minutes.

Impol Servis is the first company in Slovenia which provides their customers with the opportunity to create their fence using a configurator. The Director of Impol Servis says that investing in digital solutions that make the customers go “wow” and optimise one’s own intern processes brings about competitive advantages. An excellent user experience and a good marketing strategy also lead to excellent business results.

Here’s what Impol Servis says about SaleSqueze

“The configurator is an excellent tool which I would recommend to anyone producing customisable products. The configurator automates the process from receiving an inquiry to sending the bill of materials to the production. Time savings are enormous – on average, 35 minutes per order, providing customers with an excellent user experience.

— Marko Zunec, Director of Impol Servis

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