How ConEquip Achieved 35-40% YOY Growth
Construction equipment supplier uses customer feedback to train and coach salespeople, driving explosive company growth
ConEquip Parts is a leading supplier of construction equipment parts with buyers throughout the world. Based in western New York, the company's motto is "A world of parts with a personal touch," engrained into every aspect of their company culture.
The Challenge
ConEquip salespeople field incoming phone calls from current customers and prospects who find them online. Because all sales activity is done via phone, it became increasingly difficult for management to monitor calls and provide coaching.
"We wanted something that would quickly provide customer feedback so we could understand how they thought the conversation with their salesperson went."- Albert Alexander, Co-owner
Through their research, the company found that returning customers were five times more likely to purchase than new customers, making prospect conversion critical to growth.
The Solution
ConEquip implemented Autopilot Reviews to request customer feedback after every call with a salesperson, and eventually after every customer touchpoint.
Key Implementation Features:
- Text surveys after every customer interaction
- Daily reports shared company-wide
- Real-time coaching based on feedback
- Seamless training tool for new hires
"It's a seamless process that's easy to set up. Every day, I receive a report with the results, and I share them with the whole company."
The Results
Almost 6x revenue growth in just 6 years
Sustained explosive growth year over year
The Impact: ConEquip has grown from 16 to 42 salespeople, handling approximately 600 new leads per day. Autopilot Reviews enables them to:
- Provide real-time coaching to improve salesperson performance
- Onboard and train new salespeople effectively
- Convert new leads into repeat customers more effectively
- Build a unified team culture around customer satisfaction
"It's all connected. Autopilot Reviews enables us to lean into the feedback we receive – the good and not-so-good – and continually strive to improve. We see the scores improve, and we know it works."
— Albert Alexander, Co-owner, ConEquip
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