Fenesta's Customer Engagement with Omind | Success Story
Case Study

Fenesta's Customer Engagement with Omind - Success Story

Elevating customer engagement, 4X qualified leads, 20% less no-response, and 85% automated queries with Omind integration.

Customer Experience

4x

Growth In Qualified Leads

<20%

Reduce no response rate

85%

Queries Automated by Omind

“A great platform that helped us get qualified leads & reduce no response rate. I've already recommended others to use the same.”

Ashish Rana
Ashish Rana
Digital Marketing Lead
Product Used
Engage
Connect
“A great platform that helped us get qualified leads & reduce no response rate. I've already recommended others to use the same.”

Ashish Rana
Digital Marketing Lead
Product Used
Engage
Connect
“Everything you need to manage your team and learn more about the organization in one amazing tool! I liked the old design but I definitely love the new one! Very friendly and easy to navigate user interface. Definitely a holistic approach.”
Michael Benedict
Corporate Compliance Officer
Product Used
Engage
Connect
“With WhatsApp marketing tool we could achieve real time interaction with our valued customer. The team has demonstrated a highly adaptive and engaging approach from the beginning.”
Varsha Patil
Head Customer Technology
Product Used
Engage
Connect
“A great platform that helped us get qualified leads & reduce no response rate. I've already recommended others to use the same.”
Ashish Rana
Digital Marketing Lead
Product Used
Engage
Connect
“A great platform that helped us get qualified leads & reduce no response rate. I've already recommended others to use the same.”
Ashish Rana
Digital Marketing Lead
Product Used
Engage
Connect
“A great platform that helped us get qualified leads & reduce no response rate. I've already recommended others to use the same.”
Ashish Rana
Digital Marketing Lead
Product Used
Engage
Connect

Executive Summary

Fenesta is India's No. 1 Windows & Doors brand.

Having pioneered the design, manufacture, installation and service of precision-engineered, 100% customised uPVC and Aluminium windows and doors, Fenesta is a part of Rs 8,308 crore, 1889 Est. DCM Shriram Group. With more than 850 employees, Fenesta has managed to harness a deep knowledge of the Indian market and global technologies to produce and install over 2.5 million windows. Furthermore, the diverse capabilities of Fenesta have helped launch distinctly innovative product series. Establishing itself as India's no. 1 brand for windows and doors, Fenesta has a presence in more than 327 cities in India, Bhutan, and Nepal.

Use Case

Omind No Code Chatbot Builder

Fenesta, as a leading player in the Building Materials sector, identified the pressing need to efficiently address customer queries and capture vital lead information. Conventional methods such as "Submit Enquiry" and "Contact Us" forms, while providing a means of interaction, lacked the ability to offer insights into customer behavior. Moreover, given Fenesta's international presence, establishing a personalized connection with customers via email appeared impractical.

Challenge:

As a key player in the Building Materials sector, Fenesta faced the crucial need to swiftly address customer queries and capture valuable lead information. While the conventional "Submit Enquiry" and "Contact Us" forms provided a channel for interaction, they fell short in offering insights into customer behavior. Additionally, with a presence across multiple countries, establishing a personal connection with customers via email seemed impractical.

Solution:

To tackle these challenges, Fenesta adopted the Omind Experience Platform integrated with SAP C4C. This implementation aimed at automating customer queries, collecting detailed buyer information, and minimizing the no-response rate.

Grow qualified leads by 4X

Fenesta implemented a conversational sales acceleration focused on qualified lead generation. These lead collected gets synced to their CRM system in real time. Also, the platform smartly connects potentially high value leads to the customer support team to enable quicker movement of customer through the funnel.

Reduce no response rate by 20%

It always seemed like a challenge for any business to reduce no-response so that the sales team do not miss out on valuable opportunity. Fenesta, implemented no-response reach out. Omind  platform provides flexibility to customer to integrate to any ERP or CRM system with ease using function builder. This resulted in a 20% reduction in no-response rate.

Locate nearest studios & showrooms

With stores present across multiple cities, Fenesta decided to provide customers with a hassle-free way to find their nearest studios & showroom based on users GPS location or Pincode.

Manage customer complaints integrated with SAP

While lead generation was one of the key challenge, Fenesta also made sure that the customer complaints & issues are handling seamlessly across all their conversational channels. In fact they went a step further to implement support on Google Business Messenger via Omind AI (official Google Partner) so that customer don't have to go to the website to raise a complain.

4x

Growth In Qualified Leads

<20%

Reduce no response rate

Summary

Fenesta successfully addressed its challenges by adopting a comprehensive solution that leveraged the Omind Experience Platform integrated with SAP C4C. This strategic implementation not only resulted in substantial growth in qualified leads and a significant reduction in no-response calls but also achieved an impressive 85% automation of customer queries through Omind. Fenesta's commitment to enhancing customer interaction and streamlining processes has solidified its position as the premier brand for windows and doors in India and neighboring countries.

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