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Cross-selling can make a significant contribution to increasing sales and customer loyalty – but only if it is implemented correctly.
Every single customer contact offers potential for cross-selling. In order to utilize this potential, you need a powerful system that provides customized product recommendations at the right moment. The materials trading division of a German industrial group therefore relied specifically on ITVT’s AI-based cross-selling solution to provide its customers with optimized and customized product recommendations.
The company’s main challenge was to correctly recognize customer needs in advance to offer precisely the products that offer the best added value for the respective customer. Together with ITVT, the AI solution ‘Sales Representative Assistant’ (SaRA for short) was implemented on their existing Microsoft Dynamics 365 and Azure systems.
SaRA uses artificial intelligence (AI) to provide accurate recommendations through detailed analyses of the purchasing behavior of each individual customer and makes a significant contribution to increasing cross-selling revenue and improving customer loyalty. Since its introduction, SaRA has continuously generated recommendations with a high success rate and annual additional sales in the seven-figure euro range.
Due to these extremely positive results, SaRA is valued by ‘their’ human sales colleagues as a helpful partner and SaRA’s product recommendations are often used in discussions with customers. SaRA is also regularly used successfully in marketing campaigns in which customers with specific needs are addressed in a targeted manner and, last but not least, ensures individually optimized recommendations in the web shop.
Together with ITVT, the company was able to benefit in several ways and adapt its processes and systems profitably. When will you take the next step towards digitalization?
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