We believe that a significant opportunity exists for companies that use the reopening as an opportunity to pivot past other competitors via digital transformation. This is done by reimagining the sales process with new, well designed digital touch points.
Pre-COVID-19 Selling Process
The Pre-COVID selling process used many physical touchpoints in their marketing and sales. This was a sound consideration given that many in the Boomer generation preferred a high-touch approach to the buying of large-ticket products. The younger generation do not have this preference as illustrated by the success of Carvana and Tesla digitally-driven buying processes.
As illustrated below, the typical selling process for professionally installed home improvement products is to seek out leads at home shows and call to set up in-home appointments to visit the home.
During a sales call, the salesperson would take rough measurements, show a presentation, configure the products, calculate pricing and sign contracts. This process would sometimes require multiple visits to the home. Once the contracts are signed, a measure tech might be sent to the home to confirm the measurements taken and then the product install would be scheduled and executed.