Give Them the Power: How to Increase Customer Self-Service

Business User Track | Wednesday, October 16 | 1:00 PM – 1:45 PM

Description

As much your customers like to talk to you, they want to complete some simple tasks on their own, like review order status, check order history, etc. How do you deliver more resources, tools and solutions to your customers in order to help them find what they need? Start building more efficient buying experiences by giving your customers the power. Leverage InsiteCommerce to decrease costs and drive more traffic to the site.

Key Takeaways

In this session we will review some of the self-service activities offered through the InsiteCommerce platform including Request For Quote, Order Upload, Order Status Checking, Documentation, and Admin Roles. There are a number of ways to enable your customers to search products and begin the purchase process on your site, and we will talk about some of the key features that are available out-of-the-box.

Speakers

Matt Vandenbush

Matt Vandenbush

VP of IT and Software Engineering, Brady Corporation

Jeff Hileman

Jeff Hileman

Director of eCommerce, TestEquity

Sara Winter

Sara Winter

Product Manager, Insite Software

Arnaud Le Chatelier

Arnaud Le Chatelier

Director of Sales & Marketing, Dillon Supply

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Customer Speaker

Matt Vandenbush

Matt Vandenbush

VP of IT and Software Engineering | Brady Corporation

Bio:
Matt Vandenbush is VP of IT and Software Engineering at Brady Corporation - a leading manufacturer of identification and safety products. In his role, he is responsible for IT with an emphasis on digital technologies, e-commerce, and mobile. He also leads R&D teams focused on SaaS product development, IoT integration, emerging technologies, and innovation.

Matt holds a Bachelor of Science degree in Computer Engineering from the Milwaukee School of Engineering. He is married, has 4 sons, and enjoys coaching them all in his favorite sport, wrestling.

Sessions:
Give Them the Power: How to Increase Customer Self-Service - Wednesday, October 16 | 1:00 PM - 1:45 PM

Customer Speaker

Jeff Hileman

Jeff Hileman

Director of eCommerce | TestEquity

Bio:
As the Director of eCommerce, he is responsible for achieving revenue growth and GP targets. He works to consolidate existing technology platforms and integrate new ones through acquisition. With full P&L accountability, Jeff is continuously seeking out initiatives that will increase sales and further the TestEquity's overall strategic direction. He is responsible for crafting the strategic direction of the eCommerce business and managing content on our web properties. Jeff's team leverages analytics to maximize lead generation, optimize customer experience, and achieve revenue goals. He oversee day-to-day management of our websites, including troubleshooting, responsive redesigns, product changes, integrations, and enhancements. As the Director of eCommerce for Test Equity, a value-added distributor of test and measurement equipment, Jeff is managing the implementation of eCommerce for TestEquity as well at Techni Tools and Jenson Tools. TestEquity is a value-added distributor of test and measurement equipment and MRO tools and supplies for laboratories and electronics manufacturing. In business since 1971, the company is an authorized stocking distributor for Keysight Technologies, Tektronix, Keithley, Rohde & Schwarz, Viavi, Fluke, B&K Precision, Hioki, Amprobe, Sorensen, Extech, FLIR, Magna-Power Electronics, Instek, and others.

Sessions:
Customer Adoption and Engagement: How to Build eCommerce Experiences Your Customers Can’t Live Without - Tuesday, October 15 | 10:15 AM - 11:00 AM
Give Them the Power: How to Increase Customer Self-Service - Wednesday, October 16 | 1:00 PM - 1:45 PM
The Art to Increasing Wallet Share - Wednesday, October 16 | 1:50 PM - 2:35 PM

Insite Speaker

Sara Winter

Sara Winter

Product Manager | Insite Software

Bio:
Sara is a Product Manager for the Insite Software product team. She works with the Insite development teams on the storefront solution, including search, SEO, and the Spire project. Prior to joining Insite Sara spent 2.5 years as the eCommerce Operations Manager at Christopher & Banks. She also spent 10 years at Digital River in various Technical and Client Operation roles supporting both clients and internal product teams. She supported a constant stream of small to large projects necessary to maintain and expand eCommerce stores. Being able to work with such a diverse set of clients and various internal IT groups has been invaluable and brings a real-world perspective to complex initiatives.

Sessions:
Customer Adoption and Engagement: How to Build eCommerce Experiences Your Customers Can’t Live Without - Tuesday, October 15 | 10:15 AM - 11:00 AM
The Search Engines are Watching... - Tuesday, October 15 | 3:35 PM - 4:05 PM

Give Them the Power: How to Increase Customer Self-Service - Wednesday, October 16 | 1:00 PM - 1:50 PM
The Art of Increasing Wallet Share - Wednesday, October 16 | 1:50 PM - 2:35 PM

Customer Speaker

Arnaud Le Chatelier

Arnaud Le Chatelier

Director of Sales & Marketing | Dillon Supply

Bio:
At Dillon Supply, everything we do is built on the belief that our relationship with our customers should be more than products and transactions. That, above all, the customer's experience with us should help them operate better today than yesterday. That’s why our mission is to come alongside our customers, their business, and deliver relevant products and solutions. Our expertise ranges from products to end user markets. We have 4 divisions, each led by industry experts, to help bring relevant solutions to our customers: Industrial, Safety, Storage & Handling, and Metals. We serve many industries, such as Manufacturing (Pulp & Paper, Automotive, Aerospace…), Construction, Metal Working, Transportation, Public Administration, Schools & Universities. Founded in 1914, Dillon Supply operates as a subsidiary of French supply giant Descours & Cabaud.

Sessions:
Give Them the Power: How to Increase Customer Self-Service - Wednesday, October 16 | 1:00 PM - 1:45 PM

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