I’m Mat Whyman, head of marketing, and key account manager for Tru Solutions. Tru Solutions are a complete business communications provider. We offer mobile, fixed line data, and managed services. We originally started looking for a quoting tool, and looked at two or three different processes. We also were interested in the CRM. When we saw what The Layer did, it was a no-brainer. The Layer took us through every process in the business we were looking to improve.
So our key business issues were finding an easy to use quoting tool for our sales guys, as opposed to producing a commercial report or template separate to that, and having no control. I think we wanted a system where the quoting was easy. So The Layer helps us solve our issues by condensing multi-supplier price books, products, and offerings into one platform.
The sales order process has also given us the ability to be able to track where we’re at in the process of completing the sales order. We’re not having to duplicate anything for capturing, for data capture. That converts through from the sales order process, which converts through from the quote. So there’s no room for error.
So from a management perspective, The Layer has given us a higher view of everything, from telesales operation, to booking appointments, where we’re winning, and where we’re not winning. Where we need to change, through to what sales activity we’ve got going on. Who is busy? Who is not?
The main benefits that we’ve seen since using The Layer are move effective on renewals, and at the point where we renew it ahead of time, as opposed to after events. That daily interaction with our customer base is invaluable. Also, profitability, we’ve actually increase profitability since using The Layer. 2015, we have 95% feedback from our customer base on the cases that we manage, which we thought was excellent. 2016, it was up to 97% positive feedback, and 2017 to date, is currently at 98% feedback. So it is helping us progress and to learn from our mistakes.
From a support and training perspective, The Layer came down and spent quite a bit of time with our staff, and took them through the modules that they needed training on, introduced them to the system fully, and then have since supported us impeccably since we went live. So I’d definitely recommend The Layer to any commerce business. It’s given us a streamlined process. It’s given us a condensed view of multi-suppliers, multi-clients, all in one place, and it’s given us control. It’s empowered Tru Solutions.