A leading home improvement retailer derives a significant percentage of its business from commercial customers that build or renovate multiple properties.
These customers are eligible for high-volume discounts – but the process of validating their workers to receive those discounts was cumbersome. Busy contractors had to select their purchases, go to a pro desk to be authenticated for the right discount based on the property, receive a special code from a call center, and take that code to the checkout line.
Nexient built a secure priority pricing and promotions app that enables contractors to bypass the pro desk and call center completely. The app automatically identifies the correct discount for the job they’re working on, and generates a bar code that can be scanned at the register.
Using an agile development approach, the Nexient product team was able to deliver an initial version of the app in just four weeks (two sprints), then added new features over time based on user feedback and business needs.
For example, the retailer wanted to implement a promotion feature for contractors working on relief efforts during a natural disaster. Thanks to the app’s flexible architecture, Nexient was able to prototype and deploy the enhancement in a few days.
"The app enables contractors to bypass the pro desk and call center completely"
reduction in call center volume
of sales through mobile app
to Minimum Viable Product
Within three months of its launch, the new app accounted for 53% of sales in its segment and was helping to drive significantly increased total sales volume.
The new streamlined buying process also helped call center volume drop by 75%, and provided a new source of sales intelligence for the retailer.