The story of MegaGroup

Introducing MegaGroup

MegaGroup is a wholesaler in technical water products and a leading platform in water techniques. As a main link in a chain of key players, they source directly from global manufacturers and distribute retail quantities to professionals in water. With a history of 80 years, the company supplies a range of products from swimming pools to heat pumps to complete irrigation systems, and has sales offices in 7 countries and 16 webshops throughout different countries. Corporate social responsibility is a key value for MegaGroup. The urgency for efficient and sustainable water techniques will only become more pressing in the future.

Finding the right solution

Gabrielle, Global Manager Marketing & E-commerce at MegaGroup, became familiar with Watermelon while working at a previous company. After a trade fair encounter with Alexander, the CEO and Founder of Watermelon, Gabrielle was convinced of the benefits of the software. When she joined MegaGroup 3 years ago, she saw the opportunity to implement Watermelon and bring their customer service to the next level. According to Gabrielle: “It was a no brainer to start working with Watermelon again”.

AI Agents to the rescue

MegaGroup now has 10 AI Agents in different countries and languages, with 80% of incoming customer inquiries being handled by the primary AI Agent, Bob. If Bob is unable to answer a customer's question, the conversation will be transferred to a live agent for further assistance. The AI Agents are integrated into the inside sales process for all of MegaGroup's different brands and markets.

From seed to fruit

Sarah, Marketing & E-commerce Manager for Bosta UK, was the first to launch an AI Agent at MegaGroup. As a B2B sales team, they wanted to minimize time-wasting calls and increase the efficiency of their sales process. With the AI Agent's success in the UK, MegaGroup started rolling out AI Agents in other countries, including those with less of a focus on online sales. Initially, some colleagues were wary of the change, but now they see the benefits and are grateful for the support provided by AI Agent Bob, which frees up time for technical solutions and customer service. As Gabrielle stated: “Change and new software is challenging for everyone, but once you start working with it, you will immediately like it!”

Building and maintaining the AI Agents

Kieran, Global E-commerce Specialist, and Gabrielle have been instrumental in getting new AI Agents live in other countries. Before building the AI Agents, MegaGroup conducted an intensive search of their FAQs to get a good understanding of the most frequently asked questions. Sarah and a colleague gathered information and worked with different departments within the company to identify their top 25 questions. The AI Agents were built through weekly sessions to get the content right, with local marketeers responsible for localization and translation.

AI Agent implementation is straightforward, with a user-friendly back-end that makes it easy to use. The setup process is visual, and by following each individual step carefully, the final product is clear and functional. The AI Agent functions as a filter, sorting frequently asked questions and directing more specific inquiries to live chats. If the AI Agent does not have an answer to a repeat question, it can easily be added. To keep the AI Agent functioning effectively, it is crucial to regularly review and add to its FAQs.

Setting goals and KPIs

Bosta UK aims to increase customer satisfaction with their inside sales and has set a KPI to increase their star rating by 0.2 within 12 months. The secondary goal is to reduce the number of calls to the sales team by 15% within 6 months through the availability of the AI Agents. So far, these KPIs are being met or are on track to be met, with 30% of conversations taking place outside of office hours and the AI Agents providing 24/7 support to customers.

Conclusion

MegaGroup's success with Watermelon's AI Agents speaks to the power of technology in improving customer service. With instant support, an informal and fun way of communicating, and increased efficiency for the sales team, the AI Agents have been a game-changer for MegaGroup. The company is undergoing a digital transformation and AI Agent Bob is a valuable asset to achieve this goal. It is user-friendly, straightforward to control from headquarters, and instantly helps call avoidance. As MegaGroup expands the implementation of AI Agents in various countries, they are poised to meet their objectives and offer exceptional customer service.

Gabrielle concluded: “I believe in simple solutions, don't make me think. If your webshop or app is hard to understand, you can forget it. We're very happy with Watermelon!”