Improved Revenue Generation Potential by Optimizing CRM Data Quality With In-App Guidance

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The company faced challenges in revenue predictability due to incomplete and inaccurate data entry by sellers in the CRM's 'Customer Visit' module. By implementing Whatfix’s in-app guidance and tooltips, the company optimized data entry processes, resulting in improved data accuracy and enhanced revenue forecasting.

Retail sellers visited customers, such as paint stores and distributors, to sell products, with the number of visits directly impacting revenue generation. However, its 'Customer Visit' module in the CRM had a complex workflow, leading to incomplete and inaccurate data entry. Sellers needed to propose trips for manager approval, and after completing visits, they had to report details in the CRM, including notes and product comparisons. This complexity resulted in low revenue forecasting accuracy due to missing or incorrect data.

Whatfix introduced pop-up notifications to guide sellers directly to the 'Customer Visits' CRM module. Step-by-step Flows provided detailed instructions for entering key data, while Smart Tips helped ensure accuracy in fields such as the number of customers per visit, customer tiers, products and services sold, and manager approvals. This comprehensive support led to better data entry practices.