Conversica > Case Studies > Epson America Enhances Lead Quality and Revenue with Conversica

Epson America Enhances Lead Quality and Revenue with Conversica

Technology Category

Wearables - Augmented Reality Glasses, Headsets & Controllers
Wearables - Virtual Reality Glasses, Headsets & Controllers

Applicable Industries

Consumer Goods
Oil & Gas

Applicable Functions

Sales & Marketing

Use Cases

Autonomous Robots
Virtual Reality

Services

Testing & Certification
Training

About The Customer

Epson America, Inc., founded in 1975, is the U.S. affiliate of Japan-based Seiko Epson Corporation. The company is a global technology leader with a product lineup that includes inkjet printers, digital printing systems, 3LCD projectors, smart glasses, sensing systems, and industrial robots. Epson America is dedicated to driving innovations and exceeding customer expectations. The company is the North American headquarters for the global technology leader and, while it started as a consumer company, a large part of the business is the commercial products groups. Epson America generates leads via various channels and these activities generate approximately 40,000 to 60,000 leads each year.

The Challenge

Epson America, a global technology leader, was facing challenges in standardizing and optimizing lead outreach and communication. The company generates leads through various channels including its website, trade shows, direct mail, email marketing, social media, print advertising, online banner advertising, and a brand awareness campaign. These activities generate approximately 40,000 to 60,000 leads each year. However, the company was struggling with the issue of sales representatives showing disinterest in leads that did not align with their named accounts, as their remuneration was based on sales on named accounts, not on leads sent to them. This led to a need for a solution that could effectively engage and qualify leads, freeing up Sales Reps to close more business.

The Solution

Epson America turned to Conversica AI Assistants for a solution. Conversica AI Assistants use human-like, two-way email conversations to automatically engage and qualify leads. Epson decided to test this solution with the commercial group handling projectors and named their Conversica virtual team member Rachel. The main goal of the program was to ensure that Rachel gave prospects and customers the attention they needed and appropriately handled communications with them. Through Rachel’s efforts, Epson learned how best to nurture prospects, including the fact that they need to be touched, on average, six to eight times before they respond and that they are more responsive if they are emailed at the times they prefer. Rachel was also able to spot concerns in emails that were then passed directly to a dealer or internal service to fix potential problems. In addition, Rachel was able to uncover additional sales opportunities.

Operational Impact

The implementation of Conversica AI Assistants has brought significant operational benefits to Epson America. The AI assistant, Rachel, has not only increased engagement and lead qualification but also identified potential issues and additional sales opportunities. Rachel's ability to follow up with customers and uncover additional sales opportunities has accelerated the response to the customer before they could ask competitors to bid. Furthermore, Epson has extended its use of Conversica to tie channel sales back to website-originated leads. This has provided a deeper understanding of dealer productivity, enabling the company to tweak lead flow to the best-suited partner. The company is considering rolling out more Conversica AI Assistants to other business groups and integrating them with marketing automation.

Quantitative Benefit