The Challenge
As it grew and sought new customers, Formashop faced two major challenges:
- Bottleneck in the sales team: Salespeople couldn't handle the large number of incoming leads without affecting service quality.
- Immediate access to information: Customers needed quick answers about thousands of products, logistics and payment methods, but the team couldn't always respond instantly.
This resulted in delays, lost opportunities and pressure on the sales team.
The Solution
The implementation of Darwin AI allowed Formashop to:
- Respond in a way instant 24/7 to inquiries about products, services and business conditions.
- Integrating artificial intelligence as a virtual seller, which categorizes leads and refers them to transactional platforms or to qualified sellers based on their profile.
- Reduce the operational burden on the sales team, freeing up time to focus on the most relevant and complex accounts.
- Train Darwin in just two weeks, with a feedback process similar to training a junior salesperson.
The Results
The impacts were immediate and measurable:
- Higher closing capacity: Salespeople went from making 2—3 sales to 10—15, thanks to higher-qualified leads.
- Instant answers: Customers receive immediate information on more than 7,000 SKUs, variations, logistics and payments.
- Optimizing resources: avoid hiring multiple additional vendors by delegating repetitive tasks to AI.
- Competitive advantage: Formashop was ahead of its market by integrating AI before its competitors, offering a higher-level service.
- Positive internal adoption: Salespeople actively wait for the qualified leads that Darwin derives.
