Success Story: How a 30-Year Business Fixed Its Sales with Respondly

Hello. Hi, Namaste Jay. Uh, welcome back. I am Manu Jan, co-ounder of responding. Do you know the silent deal killer that is hiding in your inbox is your response time? One study shows that it takes almost 12 hours to respond to a query that arrives in your inbox. And in today's world of instant gratification, no customers or no buyer wants to wait. They want everything instantly. And to solve that problem, we have built responding. In today's video, I'm going to show you one of the third use cases that we have built in responding. This is an Australian business based out of Sydney and we specialize into delivering certain products either on sale or on a rental. Their end customers are event manager companies, production houses like Apple, Warner Brothers and things like that. For them, we have built a system in respond to help them cater to their inquiries. Let me start by showing you the business first. The business name is wireless tool. If you see out there, they majorly deal in the sale of the products and the rent for the products. In the sale they have multiple products that is helpful in multiple different industries like hospitality, nightclubs, bars, retail, university, sports. Australia is very famous for sports. So you have cricket grounds, football grounds, rugby grounds. On rental they specialize into majorly two-way radios. Their product looks like these. These are all the products that are bought by any event management company which needed the communication to happen within the organizing committee. To start with in the phase one, we trained respondly for their rental business. The rental business provides mainly two-way radio. Two-way radio is more like a walkie-talkie where people who are organizing an event or whatever the nature of the business is, they take it. Alongside with that uh when they buy when they are renting out the two-way radios they need certain other equipments like chargers, spare batteries and things like that. In in the current state it was a founderdriven business a 30-y old legacy business and whenever the inquiry comes normally it takes two to three days for for the founder to revert because founder is busy into deliveries operations he has his own family and other commitments. Hence he used to lose a lot of deals just because his response time was 2 to three days. Let me show you what we build and how it works. The founder of wireless used to receive inquiries into two formats. One from a website order and second is the email. Let me show it to you how the website order looks like. There are many companies who used to come to their website and fill out this form. This form goes to their email and there are certain existing customers who also reach out directly over the email rather than filling out the form. Our system handles both the cases. Let me show you what I'm showing you is a pre-recorded video so that we we save time. What I'm trying to do is I'm trying to ask for a rental for eight radios for a wedding function from 5th March to 7th of March and there is a signature and I'm asking for the radio on rent. Now in this case we are trained we train the system to understand it is a rental inquiry or not basis on the subject line and the body. So in this case the system is trained enough to understand as soon as you send it it will take couple of minutes and then it will respond to the inquiry. you'll get an inquiry and this is how the inquiry looks like because in this case the inquiry was pretty forward where they need eight radios or 5 to 7. So but there are further questions as a business they need to ask. Will you be picking it up or you want to deliver? Do you need additional things like earpieces, surveillance kit, remote speaker mice or do you need certain metal detectors? So here what we have trained respondly is to also upsell. If a client is asking for one product and there are certain products surrounding products which you can sell root the system is trained on doing that. Here what we're trying to do is customer is replying. He's replying yes you I want you to deliver to this particular address which is in Sydney. This is my address. I do not want any add-ons. I do not want any metal detectors. So now the requirements are clear. Now respondly is in a position to give them a quotation. Let me show you how the quotation looks like. As soon as you send an email uh you get an email, you get a response and this is how a response coming. This is all the real system happening. If you see we have created for a visual perspective a table format where we are saying eight radios for 3 days costing $15 per day per radio cost you 360 and we have also trained the system that they're delivering it within Sydney. So hence the delivery two will pick up the dispatch and collection is $90. So the cost comes out to be $450 and is asking you do you want to confirm or not and in this case normally customer tends to ask for a discount. So we'll say in a very crude way that yes I want discount. As soon as you ask for it in the next few seconds you get a reply. This response time can be modified from business to business. In this one, the client want 2 minutes delay to make it look like a human is replying. So if you see here, it has honored the acceptance of discount and it has given as a $10 per day. So making it 330 which was previously $450. Now normally in this business there are certain business logics that we have also incuncated. If the inquiry is for more than 3 days, it is considered a large inquiry. Hence, in this case, respondly does not answer to any of the query. It directly acknowledges the email and say my founder will look into that and we notify the founder that there's an emergency or there is an inquiry of bulk requirement. There is another case. Let's say the requirement is for immediate let's say after 2 days, 3 days but that is on the uh priority basis. In this case also we do not wanted AI to handle it. The business do not wanted AI to handle it and hence those inquiries are also forwarded to the founder. Normally in their business 60 to 70% of the inquiries are small set of inquiries of 3 days and less. Interestingly we have done one more thing. For example, if you see out here they're negotiating from $15 to $10. Let's say down the line 3 months after that Sapna is a wedding manager, wedding planner. 3 months down the line, let's say she's arranging another wedding and she comes to you and asks you, hey, I need another eight radios for 3-day wedding. Now, as a logical part for any business, we should not start by giving $15 as a price and then make it to $10 after discount because we have already agreed to a price that particular person. Here we are respond smart enough to understand yes sapna is the repeat buyer the inquiries are within the same range eight products 3 days and hence rather than negotiating it will already give you hey I'm giving you a rate of $10 which is equivalent to the same one at the same time he the respond is also smart enough if the inquiry become much bigger if the order becomes much bulkier then yes it will it will ask for for or it will get into a negotiation. At the same time, the inquiry is not bulked. If they need it for one day, one radio, in that case, it will not charge you $10. It will charge $15 because this rate of $10 is only for eight quantity and 3 days. So, you have trained the system to be smart enough. Respondly is smart enough to understand those aspects and help you deliver those value outputs. So, for the simplicity sake, let's say the customer agrees, okay, I want it, I want to buy for it. message says I'm okay with the price. What happens? Respond is trained for the further steps. So let's say as soon as you reply to that you get a reply within 2 minutes you get a reply and in this case the founder wanted as soon as the order confirmation happens say that I'm looping in my senior to help your request they will get in touch with you shortly because I have already have certain details email ids and other details. I will forward this email to the founder stating that these are the inquiry, these are the details, this is the price we agreed upon, these are the bids, please contact them ASAP and uh deliver the order. So this is a way u respondly is also applicable for the rental business and also for international markets. I will take next one minute to show you what the results has been. So this is a success stories live on respondly website. So initially uh they used to generate a $10,000 revenue by manually replying to the inquiries. With the automation of the inquiries and respondly acting as a professional sales representative, they have increased the revenue by $5,000 per month. The response time which was two to three working days has come down to less than 5 minutes. What was happening? What how did we do that? First we filter every inquiry in then we have a historical rate indexing is the same thing where we have understood that if he is an existing customer what is the rate that we have already agreed up. we have integrated with their ERPs also to understand and to even create entries as the requirements happen and then if there are certain systems gaps it is also trained to identify that now let's talk about the results the time to code has dropped down from several hours to 90 seconds the inquiry handling capacity initially they used to handle close to 100 inquiries per month now they're in a capacity to handle 300 inquiries per And with zero being missed, all the 100% inquiries are being acknowledged. In the last 60 days since live, they have onboarded 16 new clients and they have generated an additional 10,000 AOD in business which was a revenue loss for them. The client was very happy and if you run the same business anywhere in the world which is about rental business any kind of rental equipments respondly can help you out. Thank you.