A client relationship building app for retail sales professionals
Modernizing communication with tools to connect clients and retailers.
iOS app, marketing page, branding
June – October 2017
Launch of first version of iOS app. Four retailers started beta tests within stores.
Zornitza Stephanova (CEO)
Chris Finne (Development)
Staying connected with retail clients isn’t easy. Sales professionals use tools that are merchandise focused, while their processes are client focused. They manage daily tasks through paper notes, text messaging, phone calls, consumer websites, and 20 year old point of sales systems. They disobey rules of their employment by texting clients photos of in store merchandise. Salespeople can leave and take the customer with them because the communication is private. Brands have no visibility into client and salesperson relationships, and the recorded information about clients is limited to a list of items sold.
Solution & Value Propositions
By using BSPK, a modern texting and photo sharing app provided by their brand, sales professionals simplify their workflows and provide friendly guidance to their clients, leading to better relationships and sales. Brands gain visibility in client relationships and retain client information independent of individual sales professionals.
To enable fast communications about the right topics with clients, the app guides sales professionals to quickly create new client profiles, use chat suggestions, share a feed on in store images, and send marketing images. To enable productive business development, clients can be filtered based on sales persons knowledge of the market and their sales goals.
Seeing contextual data about clients – who to contact today, the last time they visited, items they tried on, size information, recent and historic interests in merchandise, notes about conversations – coupled with easy chat options including sample chat suggestions, leads salespeople towards closer and more attuned relationships with customers.
The sales professional at the center of every decision made about the app and business. Exploratory user research was run in stores with sales professionals. We learned about the relationship between sales professionals and clients by observing for hours in stores, by playing the role of clients, and by working shifts as sales professionals. Before drawing a wireframe or coding a screen, the team fully understood sales associates needs, behaviors and workflows.
During building, every week live iterations of the app were tested with sales professionals at pilot stores. Noting which features were most useful to sales professionals, as well as easiest features to develop, helped us to cut the MVP and scope considerably, getting the product to a first launch within 3 months of development.
BSPK launched a first app in three months with only one developer. This was well received by niche luxury brands, four of which opted to run beta tests within their retails stores in Europe and the United States.