How the client benefited
Demonstration of the value of a supplier to the customer-journey of a defecting agent resulted in a big contract not being cancelled
Consultant's product knowledge allowed them to explain why an agent should restart using a solution they were paying for.
Tailored training to reinforce agent's customer journey resulted in purchase of additional training credits.
Multi-branch agency so happy that they offered themselves as a reference site, reducing future sales time.
Our strategy
The Kerfuffle team were engaged in a customer-journey review with a multi-branch agency. One of the aims was to identify tech that they weren't actively using or that wasn't delivering a demonstrable ROI.
There can be a number of reasons for this, sometimes the product itself doesn't deliver the solution the agent originally thought it would and sometimes it is just a matter of staff training, or lack of it to be more precise!
While reviewing the customer journey, the agency highlighted that they felt a particular solution was not the right solution for the journey they wanted to deliver. I disagreed because I felt the product was the right fit. I took time to explain why the solution was right for the agency. Together we explored why the agent felt the way they did, and we worked out that the staff needed more training and confidence in how to implement and use the product.
The supplier was a k-lister and Kerfuffle worked closely with them. I spoke to the supplier and agreed on a specific training plan that supported the agent's desired customer journey. The supplier was more than happy to arrange for their in-house training team to spend time with the various branches, showing them how best to use this product and integrate it into their daily processes.
The supplier not only won a loyal customer, but they earned training revenue and a reference site.
Sarah Blair
Group Operations Manager
Prior to joining Kerfuffle I worked for a leading EDM provider for seven years, working with many estate agents across all areas of email marketing. My official title when joining was Kerfuffle...View bio
