Case Study: Lemvigh-Müller boosts sales productivity and client service with IBM Watson Explorer

Empowering sales teams to deliver superior client experiences and supercharge their productivity

Lemvigh-Müller, a Danish wholesaler of steel, metals, and technical goods, needed a faster way for sales reps to navigate a catalog of more than 300,000 products and answer customer questions without forcing clients to wait. To solve this challenge, the company worked with IBM and IBM Services, using IBM Watson Explorer to centralize sales-relevant information and improve product lookup and recommendations.

IBM implemented a smart search solution connected to SAP ERP that pulls together product data, customer history, invoices, inventory, and add-on sales suggestions in one interface. The results included significantly higher sales representative productivity, better client experiences, and an expected 50% reduction in the time needed to train new sales staff. Lemvigh-Müller also reported that reps can now answer more calls per hour and usually resolve queries in the first conversation.

Lemvigh-Müller

Tony Christensen

Vice President of Finance