About the client

Our client, an OEM leader in packaging machinery, faced significant challenges in leveraging its installed base to generate revenue. Limited visibility into customer data, inefficient workflows, and a lack of tracking systems hindered their ability to capitalize on opportunities and improve operational efficiency.

Major Challenges

Fragmented and Poor Data Quality:

• Over 30% of customer records were incomplete or duplicate, resulting in low confidence in outreach strategies.
• Outdated systems made it difficult to identify customers with revenue potential.
• Several data sources were needed to be compiled on an ad hoc basis to understand the customer story

No Visibility into Key Metrics:

• Lacked tools to monitor Quote to Order conversions, leading to an estimated 20% loss in potential orders annually.
• Couldn’t identify or address drifting customers, contributing to $500K in lost revenue opportunities per year.

Sub optimal Utilization of Field Service Teams:

• Service technicians only completed one scheduled job per trip, underutilizing their travel capacity and leaving an estimated $200K in cross-sell opportunities untapped.

Minimal Revenue from Installed Base:

• Revenue growth from existing customers was stagnant, with less than 5% of service customers contributing to new sales.

Entytle’s Solution:

Our client partnered with Entytle to address these challenges by deploying Entytle Insyghts. Our platform is designed to unify customer data and deliver actionable insights. The key components of the solution included:

Unified Customer Data: Cleaned, deduplicated, and consolidated customer information, creating a reliable single source of truth.

Enhanced Dashboards:

• Quote to Order Conversion Dashboard: Enabled the sales team to monitor and improve conversion rates effectively.
• Customer Drift Dashboard: Identified drifting customers, empowering the sales team to proactively re-engage them.

Optimized Workflows for Field Technicians: Created campaigns for service technicians to engage with additional customers in the same geographic area, maximizing their travel efficiency and boosting revenue potential.

Proactive Sales Strategy: Enabled data-driven outreach, increasing inbound orders and uncovering new revenue opportunities across the installed base with and without AI.

Major Highlights:

The deployment of Entytle Insyghts had a transformative impact on our client:

• Revenue Growth: Achieved an incremental revenue increase of ~$1M within 12 months with a team of just six sales representatives.
• ROI: Realized a 10X return on investment from the Entytle platform.
• Improved Efficiency: Service technicians contributed to revenue growth by engaging with additional customers during trips, enhancing productivity and maximizing customer interactions.
• Conversion Tracking: The Quote to Order dashboard provided critical visibility, leading to a 14.96% improvement in conversion rates.
• Proactive Engagement: The Drift dashboard helped the sales team recover drifting customers, ensuring sustained relationships and recurring revenue streams.

Conclusion:

By leveraging Entytle’s Installed Base Intelligence platform, our client who is among the leaders in the food packaging equipment business, transformed its sales and service processes. They unlocked significant revenue growth and operational efficiencies. The combination of improved data visibility, actionable insights, and proactive engagement strategies positioned the company to continue driving value from its installed base and strengthening customer relationships.