At a Glance
The company
Head Quarter
Essen (Ruhr)
Industry
Industrial trade Materials and raw materials
Project key results
300 users
3 months implementation time
Technologie
- Microsoft Dynamics 365
- Microsoft Azure
- Microsoft Power BI
- SaRA – Sales Representative Assistant
Consulting
Workshops on professional requirements and technical integration
The Challenge
Cross-selling can make a significant contribution to increasing sales and customer loyalty – but only if it is implemented correctly. After all, every single customer contact offers potential for cross-selling.
In order to utilise this potential, a powerful system is required that provides customised product recommendations at the right moment. That’s why thyssenkrupp Materials Services specifically relied on ITVT’s AI-based cross-selling solution to inform its customers about optimal and customised products.
The often short contact times when taking orders over the phone were to be utilised for cross-selling. To achieve this, it was necessary to provide customised product recommendations at the right moment using an intelligent AI-based solution. In addition, the solution needed to be easy to use and quick to implement without any training.
This is where the consultants from ITVT entered the scene: as a Microsoft partner from the early days and an experienced, certified IT service provider for Microsoft Dynamics 365 and AI solutions, ITVT provided targeted advice and convinced the project managers to use SaRA – the Sales Representative Assistant from Microsoft.
The Solution
Following the successful, seamless implementation of SaRA in the Microsoft Dynamics 365 environment and integration into thyssenkrupp Materials Services’ CRM system, users can now access AI-generated product recommendations tailored to the customer’s needs after analysing the available data.
SaRA uses artificial intelligence (AI) to provide accurate recommendations through detailed analyses of the purchasing behaviour of each individual customer and makes a significant contribution to increasing cross-selling revenue and improving customer loyalty.
A total of over 300 users can now quickly and easily access and use the relevant data. Thanks to the existing interfaces, the implementation time was around six months – from planning to full implementation. Even after a short time, a significant increase in sales turnover and an improvement in customer loyalty could be observed.
Implementation & results
To make the implementation of SaRA as user-friendly and efficient as possible, several accompanying workshops were organised by the ITVT project and consulting team:
- Workshops on functional requirements and technical integration.
- Implementation of MVP (Minimum Viable Product) and pilot operation with pilot user feedback.
- Iterative adjustments and enhancements to the solution with rollout, hypercare & monitoring.
Even during the MVP phase, a significant increase in sales turnover and an improvement in customer loyalty was observed.
Overall, SaRA has continuously generated additional annual sales in the seven-figure euro range since its introduction. The quality of product recommendations is also consistently at a very high level and the vast majority of recommendations actually lead to purchases. SaRA product recommendations can now also be used specifically in marketing campaigns.
Furthermore, Thyssenkrupp Materials is planning to introduce the SaRA system in other business units of the Group as well
Contact us: we would be happy to advise you.
Johannes Wagner
Manager für Data & AI
Johannes.Wagner@itvt.de
www.itvt.de
„Together with ITVT, we were able to implement our Azure AI cross-selling solution SaRA – Sales Representative Assistant in a short time and use it productively. The results have fully convinced us: Over 40 percent of the sales target was already achieved in just three months during the introduction phase.”
Stefan Köhler
IT Program Manager CRM
