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About Sascha Schalk from COOL & SMART

Sascha Schalk is Managing Director of COOL & SMART GmbH and currently employs 18 people. They install air conditioning systems for customers and offer a feel-good service that includes installation, maintenance and servicing. After customers have made initial contact, they are activated for the course by being informed about all the basics of air conditioning installation and operation. 

Problem

As the sales employees had to tell different customers the same thing several times a day, the quality of the information provided suffered as a result. In addition, individual customer meetings at the customer's premises took an average of 3 to 4 hours.

Goal 

The time required for consultation should be reduced. In addition, a lot of information should be explained simply to customers and be accessible afterwards. This relieves the burden on customer support and frees up time for other things.

Solution

Memberspot has enabled them to save up to 3 hours per day per employee. Before the customer advisor travels to the customer, the prospective customer is given access.

This has 2 advantages:
1. The customer can look at the information that is particularly important to them.
2. the customer advisor knows exactly what the customer already knows and what they do not yet know before the consultation. He can check which videos the customer has already watched.

In this way, Sascha is able to predict how likely a customer is to make a purchase decision even before an appointment.

The employees now have more varied areas of responsibility and can advise more customers, as they can start directly with the individual customer meeting.

After installation and sale, Memberspot serves as a customer portal. Here you can find information about subsidies and grants, as well as how to operate the air conditioning system. This avoids unnecessary trips by air conditioning technicians, as customers can inform themselves using the knowledge library.