{"id":4381,"date":"2020-05-08T23:40:56","date_gmt":"2020-05-08T23:40:56","guid":{"rendered":"https:\/\/ptpinc.com\/staging\/?page_id=4381"},"modified":"2020-09-23T16:05:33","modified_gmt":"2020-09-23T23:05:33","slug":"grainger","status":"publish","type":"page","link":"https:\/\/ptpinc.com\/staging\/our-clients\/grainger\/","title":{"rendered":"Grainger"},"content":{"rendered":"<h4>\n\t\tIntegrating the Contact Center and CRM\n\t<\/h4>\n\t<h1>\n\t\t\t\tDelivering One Customer View\n\t\t\t<\/h1>\n\t\t<p>Seeking a competitive edge in the delivery of exemplary customer experience, <strong>Grainger<\/strong> reached out to PTP for an effective solution that would integrate their key service systems. We delivered a unified Enterprise Customer Support System, connected their Contact Center Infrastructure (CCI) and Customer Relationship Management (CRM) tools for a highly effective final product.<\/p>\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/grainger_logo_circle-.png\" alt=\"grainger_logo_circle\" itemprop=\"image\"\/>\n\t<h3>\n\t\t\t\tTHE CHALLENGES\n\t\t\t<\/h3>\n\t\t<p>As a newly-formed company, Grainger discovered they were in need of an effective strategy for managing customer service, ordering, and supply chain processes. They faced the following challenges:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\tA less-than-optimal customer experience, which would chip away at one of their competitive differentiators <\/li><li>\t\t\t\t\n\t\tOut-of-sync customer management, customer outreach, and contact center systems<\/li><li>\t\t\t\t\n\t\tA difficult buying process<\/li><li>\t\t\t\t\n\t\tA lack of information about future buying patterns<\/li>\t<\/ul>\n\t<h3>\n\t\t\t\tIntegrating the Contact Center with CRM\n\t\t\t<\/h3>\n\t\t<p>Grainger needed a strategy to unify their most vital processes, which required a full assessment of the people, processes, and technology that powered the relatively new company. Our solution included:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\t<p>Reimagined Enterprise Customer Support CenterAll service, marketing, and order management systems were integrated for a more streamlined approach. <\/p><\/li><li>\t\t\t\t\n\t\t<p>Full Review of Operations and Customer Experience NeedsA thorough assessment allowed PTP to provide highly-tailored, actionable recommendations for improvement, as well as a holistic view of the larger customer experience.<\/p><\/li><li>\t\t\t\t\n\t\t<p>Salesforce Service Cloud Implementation and Marketing Cloud RedesignRebuilding systems and processes to better serve both staff and customer needs.<\/p><\/li>\t<\/ul>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/gumut_image_small.jpg\" alt=\"gumut_image_small\" itemprop=\"image\"\/>\n\t<h3>\n\t\t\t\tdownload Full Case Study\n\t\t\t<\/h3>\n\t\t\t<a href=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/09\/PTP-Grainger-CS-NR-edit.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" role=\"button\">\n\t\t\t\t\t\t\tDownload PDF\n\t\t<\/a>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/more_customers.png\" alt=\"more_customers\" itemprop=\"image\"\/>\n\t\t\t<h4>14,000 customers acquired<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t<p>in 6 months<\/p>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/center_contact_center.png\" alt=\"center_contact_center\" itemprop=\"image\"\/>\n\t\t\t<h4>Unification of customer service, ordering, and supply chain processes<\/h4><h6> <\/h6>\t\t\t\n\t\t\t\t\t\t\t<p><i>\u201cPTP was an ideal partner for us &#8211; reliable, flexible, and fair with their pricing. They delivered the project within the agreed upon budget &#8211; slightly under &#8211; and I would recommend them to others.\u201d<\/i><\/p>\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t<h3 class='uabb-testimonial-author-name testimonial-author-name'>&#8211; Jason Garino<\/h3>\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tHead of Marketing, Sales, and Analytics, Grainger, LLC\t\t\t\t\t\t\t\t\n\t<h4>\n\t\t\t\tABOUT\n\t\t\t<\/h4>\n\t\tGrainger is one of the nation&#8217;s leading distributors of industrial and safety supplies, serving more than 3 million public and private sector customers in a diverse range of industries including manufacturing, education, hospitality, retail, and government.\t\n<h4>\n\t\tOUR SUCCESS\n\t<\/h4>\n\t<h3>\n\t\t\t\tCAN BE YOUR SUCCESS\n\t\t\t<\/h3>\n\t\t<p>Since our beginning, we&#8217;ve been passionate about helping our clients provide the best customer experiences possible. This passion, combined with a lot of knowledge and hard work, has allowed us to work with some of the top brands in the world. And we&#8217;d like to do the exact same for you. Just give us a call to get the conversation started.<\/p>\t\n\t\t\t<a href=\"https:\/\/ptpinc.com\/staging\/schedule-an-assessment\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tSchedule an Assessment\n\t\t<\/a>\n","protected":false},"excerpt":{"rendered":"<p>Integrating the Contact Center and CRM Delivering One Customer View Seeking a competitive edge in the delivery of exemplary customer experience, Grainger reached out to PTP for an effective solution that would integrate their key service systems. We delivered a unified Enterprise Customer Support System, connected their Contact Center Infrastructure (CCI) and Customer Relationship Management [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":3125,"menu_order":70,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"page-builder","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-4381","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4381"}],"collection":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/comments?post=4381"}],"version-history":[{"count":0,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4381\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/3125"}],"wp:attachment":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/media?parent=4381"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}