Problem:

EquipmentShare's internal quoting tool did not allow bulk parts (hoses, cables, etc) to be included in customer quotes. This lack of functionality kept a large segment of the company from using the quoting tool, causing inconsistent quoting practices across branches, and a lack of data for the company to track accepted and missed quotes. 

Process.

Creating journey maps allowed us to see numerous touchpoints where bulk parts entered the rental process. We concluded that we could increase the adoption rate by adding bulk parts to the quoting tool, and thereby gain valuable insights into how much pump and power equipment the company was renting, along with the bulk parts, which had not been previously tracked.

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I worked with the engineering team and our PM to design a solution where salespersons could search for bulk parts using the same field they used for adding large equipment to the quote. We quickly created a working prototype and released to a beta group to test. Almost immediately, we received feedback the the design would not work - it was too difficult to find equipment or bulk parts. Users also wanted the ability to associate bulk parts to the equipment it belonged to (for example: cables that were to be attached to a specific generator).

Results.

Using feedback from our users, we redesigned the quoting tool, so equipment and bulk parts were added in separate fields, but could be associated to each other. This made it easier to find the equipment they needed to add to the quote, as well as enabled the business to better track these parts while on rent. User adoption rate increased by 30% and all quotes could now be tracked in the system and responded to appropriately.