Customer Journey for building and interior suppliers

As a company supplying products such as windows, doors, interior or similar to larger building projects the journey to a closed deal is long and complex. But it usually follows the same pattern.

Therefore we have mapped it out here to be used as a template for mapping up your own process when you are trying to decide on how your digital sales tools should help the process.

Terminology

RFQ = Request for Quote
Quotation = Formal document with pricing and suggested solution.
Architectural firm – Firm responsible for the design towards the client
Building Contractor – Responsible for the entire project towards architect or the client
Specialized Contractor – Responsible for sub areas of the project. Like ventilation, kitchen, structure, gates, etc.
Supplier – Product owning company, usually with their own manufacturing.

Typical sales process for quoting and creating a new building

  1. An architectural firm is contracted by a client to design a new building
  2. The architect creates a solution and collects technical information from suppliers of products needed.
  3. The architect (or the client) sends out a specification and a RFQ to different building contractors for best price and solution for the entire project.
  4. Building contractor suggests a solution and sends out several RFQ to specialized contractor for each area involved.
  5. Specialized contractor suggests a solution and sends out several RFQ to suppliers of the products involved
  6. Supplier sales analyses the specification and building drawings and suggests a solution.
  7. Supplier sales engineer creates 2D-drawings and 3D-files for the proposed solution.
  8. Supplier sales calculates prices and creates a Quote
  9. Supplier returns Quotation to the specialized contractor
  10. Specialized contractor returns a Quotation to the building contractor
  11. Building contractor returns a Quotation to the Architect (or the client)
  12. One building contractor gets the job
  13. Building Contractor sends out a change request to all specialized contractors with an updated specification
  14. Specialized contractor sends out a change request to all suppliers of products
  15. Supplier sales analyses the updated specification and building drawings and updates the Quotation
  16. Supplier sends confirms changes with the specialized contractor
  17. Supplier creates detailed drawings and manufacturing information
  18. Supplier confirms delivery dates with specialized contractor
  19. Supplier adds the work to the internal manufacturing planning
  20. The product is manufactured, assembled and shipped to specialized contractor (or building contractor)

Process impacts of a digital sales tool

  • A digital sales tool can enable the Architect (Step 2) to collect technical information by themselves from suppliers at an early stage of the process and reduce the need for change requests.
  • A digital sales tool with CAD exports can make drawings and quotations generation for the quotation fully automatic (Step 7 removed)
  • A digital sales tool can enable the specialized contractor to do some of the quotations themselves (Step 7, 8 and 9 removed)
  • A wide range of digital sales tool can make the need for specialized contractors redundant (Step 5 removed and better profit on Quotation)