Best Bunding Case Study
BruntWork Sales Support Triples Best Bunding's Abandoned Cart Conversion Rates
Best Bunding is a nationwide leading distributor of spill containment, bunding and pallet solutions for industrial and commercial applications.
Opportunity Identified
Best Bunding’s primary revenue channel is its online store website where customers can place orders for delivery.
Digging into their e-commerce analytics, they found a substantial number of customers were enquiring or adding items to a cart but failing to convert to purchase in the same session.
To improve their conversion rate, they set up an automated nudge email , reminding customers to complete the payment and provide an opportunity to respond if they had questions.
Strategy Success
The strategy worked. Approximately 10% of the potential customers either completed the sale or replied to the email and asked additional questions which eventually led to a sale within the next 5 business days.
Best Bunding’s sales team then had an idea – what if they called every customer, since their phone number was also collected?
Capacity Bottleneck
This worked even better, with the conversion rate improving from 10% to 30%! Customers loved getting help, on the phone, straight away with personalized service.
There was just one problem: each call could take 20-30 minutes. Sometimes, several attempts would have to be made to reach them. There were just too many follow ups that needed to be completed each day, and it wasn’t feasible for Best Bunding’s local management team to call every lead.
Hiring a local assistant wasn’t feasible for their product margins, with minimum rates to hire a local sales rep starting from USD $35 per hour.
$35/ Hour Local Hire
Vs
$7.50 /Hour BruntWork Sales Assistant
Best Bunding turned to BruntWork, where we found several candidates from our network with excellent English, and relevant background in phone sales and support.
One agent in particular stood out for her prior experience in B2B sales. she was onboarded within the same week and then began making calls within 10 days of starting, achieving similar 30% conversion rates but at a fraction of the local team cost.
