BAS World is the biggest truck and trailer dealer in Europe. The company sells used trucks, machines, vans, semi-trailers, and even firetrucks. From their modern headquarters in Veghel, The Netherlands, you can see thousands of vehicles being prepared and waiting to get sold.
Every day, BAS World's sales team gets a lot of messages from businesses that want to either sell or buy vehicles. In order to give every inquiry the attention it deserves, the team uses Trengo.
BAS World wants to consistently attract a high number of international leads. But their funnel consists of leads conversing in various languages, that need prompt responses before they drop off. On top of that, leads often visit the website over the weekend when the office is closed, leading to potential oversights. To avoid missing opportunities, it's crucial to have a solution that automatically collects leads, outside office hours, without asking time and effort from the team.
"Because of the growing amount of daily inquiries of customers that speak a lot of different languages, we were struggling to reply to messages in a timely manner", says Fleur van Heertum, sales employee at Bas World. "Besides that, there was always a possibility of missing out on leads because it wasn't possible to contact us outside of business hours."
That's why the BAS World team started looking for a way to simplify generating leads, and smooth out their journey and salesfunnel — even outside of business hours.
Through Trengo, the BAS World team successfully managed their leads, regardless of office hours.
Because of automation, specifically the chat and bots, BAS World's website visitors are automatically met with a flow in their language of choice. Leads can now go through a flow presenting multiple choice questions. Persuading them towards confidently making a 'purchase decision', think setting an appointments, requesting quotations, or receive more information.
"We offer our flowbot in no less than 13 languages, which is pretty unique in our market," says Bram van Buul, portal- and web specialist at BAS World. "You can interact with our flowbot in English, Dutch, French, Spanish, Italian, Portuguese, Polish, Croatian, Romanian, Bulgarian, Russian, and Arabic. I think those were all of them," he says with a smile.
Of course there's still the option for a website visitor to either talk to one of BAS World's sales employees or finish the automated conversation.
"We receive the conversations in our inbox, or straight into our ERP system."
For every language they offer, BAS World can also activate their flow outside of business hours. "Here, our website visitors can still go through the flow, but they can't choose to be forwarded to one of our employees. This way, we can still collect leads outside of our business hours," says Fleur.
"The flowbot saves us a lot of time because it asks a lot of simple but necessary questions for us. This way, we have a lot of information before we get in contact with customers. This helps us to offer better service."
Trengo's live chat is causing BAS World's visitors to get in contact with the sales department faster than before. "Customers that were only browsing and didn't necessarily contact us, are now actually doing so via live chat, WhatsApp or the flowbot. It's more accessible and less time-consuming for them too," says Fleur.
So yes, the BAS team now saves time for the sales team and the customers, but more importantly they see their improvements reflect back in their revenue. As Bram says: "In the past month alone, we have received a significant increase in orders because of Trengo's automation. Those are amazing results, in which Trengo has played an important role."
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