Case Study -esalflores
25% INCREASE IN PROFITS in 6 months
Esalflores provokes emotions and special moments through its products and its differentiated service.
Founded in 1996, it is the first company in the capital of Paraná to combine Florist and Garden Center services in one place. The company is one of the largest in the segment in Brazil. Its corporate culture is based on three pillars: service, quality and value. In addition,
Esalflores is a pioneer in sustainability, through several actions.
“WE DO NOT SELL FLOWERS, WE SELL EMOTIONS”
Esalflores is a family business that worked and that now seeks to become professional while maintaining the quality of service.Since the “eyes of the owner” can no longer reach every corner of the company, it was necessary to seek another mechanism for excellence. Since in the quality of small flower shop days are past a new mechanism needs to be designed in the current business model to maintain the essence of the original.
Bruno, the CEO of the company, felt he needed to find out more about the details of his business in a quick, practical and inexpensive way. He decided to invest in a Solvis kiosk to have a thermometer of the satisfaction of his company’s clients.
Using the electronic search totem, the director began to receive reports on various aspects of the business, bringing information designed to aid in decision making. All of this in a very agile way, delivered by e-mail and with daily, weekly and monthly frequencies. This new wave of information made the manager able to focus on what really matters: his team and his customers
In order to improve its recommendations, Esalflores had daily meetings, the“quick meetings” where the reports of Solvis’s solution the previous day were analyzed and debated among all employees.
Weekly and monthly recommendation index (NPS) goals were created, based on the following principle: “We do not sell flowers, we sell emotions. So we can not let our work not positively affect the lives of our customers. “
In addition to steering the team towards the objectives, the meetings identified the procedures of the best salespeople, which were soon adopted by the others in the sales team.
The complaints filed the previous day were quickly resolved and discussed so as not to happen again.
Lastly, in order to gather more and more information about its customers, Esalflores decided to draw a flower arrangement monthly for those who complete the survey, giving incentive to participation.
The use of the reports, coupled with the owner’s solid plan of action, motivated current customers to generate more sales through recommendation, creating a positive spiral.
+ NEW CLIENTS FROM RECOMMENDATIONS
net promoter score
CLIENT E-MAILS REGISTERED
“I started using Solvis only as a thermometer for my business, but once we mobilized the entire team, the results started to appear.Based on our customers’ significant opinion, obtained through Solvis , we made strategic business decisions, such as the renovation of the storefront.
“We have always had the need to know our customers and their level of satisfaction with our products and services. Solvis has made this possible, not only by supplying the equipment, but also by providing competent intelligence in research, combined with an extremely dynamic and fast platform.”
General Manager of Esalflores
THE SOLVIS SOLUTIONS USED IN THIS CASE STUDY WERE:
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