DWS is leading distributor of weighing and measuring equipment and is regarded as one of North America’s highest certified service and repair companies.
The business goal was to expand its offer of weighing and measurement devices from local to national distribution. We first identified key customer drivers—product information and specifications. Almost immediately, DWS was fielding requests from around the country, outstripping others in the industry.
As orders increased, we integrated software to track and personalize each account. This was an incredible efficiency as it made DWS’ sales engineers very effective while providing the customer continuity of activity. DWS was now scalable—a big step towards its goal.
Layer One generated ideas and recommended technology to offer more personalized support with timely follow-up for new products/services, general support and rental services. This was key as DWS’s customer base increasingly needed support to match the expanded B2C online experiences. We were able to provide all the specs for every task. Customers began selecting their own equipment and efficiency hit new heights while experiencing a major streamlining of the sales cycle. This allowed DWS to focus its attention on providing highly trained sales engineers to help customers either select or confirm the right device.
Along the way, we helped interpret data, build lists and personalize communications to get the right information to the right person at the right time. Layer One Media also developed marketing automation plans to promote everything from new product introductions to driving time-based service and maintenance reminders to re-engaging lapsed customers.
Today, DWS has set the bar in its industry. It leads in customer-centric services, making it easier to do business with the company. Unification of business goals and technology has helped DWS differentiate itself from its competition. For a distributor, this makes all the difference.
I've been working with the guys at Layer One for years. From day one, they matched technology to my business goals and the result has been great. The fact is, my business has grown very nicely since we started with them.