Case Study

With two hundred authorized dealers worldwide operating out of nearly 80 countries and in many different languages, internal solutions were failing to get every lead to the appropriate dealer in a timely fashion. Steinway & Sons customers were making web inquiries and expecting immediate action. Steinway needed a system to deliver each lead to the appropriate location instantly. They needed a system that could route leads based on multiple sets of different criteria including country code and zip code, in order to get leads to the correct location. They needed a system that could handle dozens of delivery rules, handle different languages, language character sets, and automate lead delivery.

Nearly 80% of Steinway & Sons prospective customers begin their search for information using one of the Steinway & Sons websites. The process of lead capture and delivery from these sites was manual, slow and did not provide Steinway with the ability to track the progress of a lead lifecycle. The delay of lead delivery from corporate headquarters to the local dealer was the reason for the implementation of automation in order to improve customer satisfaction. Steinway wanted online inquiries in the hands of a local dealer immediately. They wanted a system to verify delivery, as well as the ability to measure the response time and how it could improve customer satisfaction.

SalesExec™

• Lead Capture and Reporting Database – A central database that would capture phone and online lead inquiries, while allowing for real-time lead performance reporting. The system had to be easy to use and navigate for branch managers in US territories. The management team of Steinway & Sons wanted to use LeadExec & SalesExec reporting database to update lead delivery rules, input new dealer information, report on internet lead flow, and report on leads that needed attention.
• Lead Distribution – The lead distribution rules needed to allow for country codes, US and Canadian postal codes, and dealer performance levels. In North America, regional managers change the zip codes constantly, as sales territories are changed.
• Web-Based Dealer Locator – Steinway & Sons web-based dealer locators found on their main website required LeadExec and their website to update in real-time. This solution would display in real-time to potential customers a dealer in their area that could service them.