Challenge
Inconsistent visibility & communications
Copart's account managers and inventory specialists meet with hundreds of customers and move at a dynamic pace to keep up with demand. But communication between all these moving parts wasn't always optimal.
"The capability of communication, it was very difficult," Copart's Process Improvement & Development Manager Alexis Alspach said.
The team also had blind spots in its field operations. With dozens of reps scheduling appointments, running routes, and meeting with customers, tracking and analyzing sales efforts was difficult.
Then it began working with RepMove.
Solution
Operationalizing processes & teamwork
Copart zeroed in on building sustainable processes across three key teams in its sales organization. "We’ve got inside sales teams, we’ve got outside sales teams, and we’ve got in-field employees," Alspach said. Pivotal to success was the need to facilitate strong communication and provide the right tools to dozens of employees across different roles.
Copart's account management team needed a solution to build routes for its field team. This required access to the right data. They uploaded their customer records into RepMove and created a single source of truth for accomplishing these goals. "Account managers get better access to our system... and use it to get routes put together to schedule recurring visits," she said. RepMove also aided territory management. “The map system is really nice to see all of our regions across the United States.”
Once built, its field team needed to optimize these routes. RepMove makes it as easy as tapping the Optimize button in the mobile app. "The routing tool has helped with optimizing the routes. It allows inventory specialists to follow the natural flow of where they're going," she said. It helps her team "set up appointments and stay in contact with customers."
Finally, Alspach needed a way to analyze and measure all of these efforts. RepMove's web-based desktop app automatically syncs with real-time data coming from the field. All of the activities, such as route and visit completions, notes, and appointments, that get tracked on each team member's mobile app were now at her fingertips.
"The web-based version is what I use to view productivity, identify areas of incorrect information in our system," she said. Before, the operations team had little transparency into daily activity. "It gave us the capability of actually knowing."
Results
Driving revenue & building relationships
Customer relationships drive results. Ultimately, RepMove is meant to help build these relationships.
Communication with customers is a point of emphasis for Copart. The coordination of these efforts aids it significantly. "It has helped improve communication and connectivity with dealers," she said.
Better communication creates more trust and opportunities for deals. Copart turned these new opportunities into growth. "We have seen an increase of revenue growth. We had customers come back on board that we had not worked with in quite some time. It’s given us the capability of reigniting business that we hadn’t touched in a long time."
