About Vivafloors
Vivafloors is a Dutch A-brand in vinyl flooring. Founded in 2010 in Goor, it sells through a network of more than 600 authorized sales points, complemented by its own Experience Center.
The challenge: From sample request to follow-up
Since 2019, Vivafloors has worked with a fixed customer journey in which the free sample request is the key conversion moment. The approach was innovative at the time but has barely changed since, while competitors adopted similar strategies. Thousands of leads arrive through samples every year, yet without structured follow-up a large share went nowhere. What a lead was ultimately worth stayed invisible, because customer interaction, CRM, and sales points operated separately.
The ambition was clear: guide consumers more personally during their orientation, connect them to the right sales point, and make the outcome measurable. Vivafloors looked for a partner able to go beyond a chatbot that only answers questions, and to anchor that guidance in the existing Zoho CRM and dealer network.
The solution: Vince, an AI assistant inside the customer journey
DataNorth AI was selected after an evaluation of off the shelf chatbot platforms, which showed that the required CRM integration and follow-up flows did not fit. The solution runs on n8n, a low-code platform, so Vivafloors can adjust flows and texts itself after delivery.
The approach consisted of:
- A 40 hour Proof of Concept: Built a working prototype covering the flooring advisor, sample follow-up, and FAQ.
- Collaborating AI agents: An orchestration agent routes each conversation to a flooring advisor based on laying pattern, color, and traffic, an FAQ agent on the Zoho Learn knowledge base, and an agent collecting missing customer details.
- Ten sprints with weekly demos: After every demo Vivafloors supplied concrete feedback, which DataNorth processed in the next sprint, from persona and tone of voice to dealer logic and memory.
The results: impact in figures
Vince is live on WhatsApp Business and handles consumer conversations daily. At delivery, the following was established:
Impact
- Working prototype delivered in a 40 hour Proof of Concept.
- From prototype to production in 10 sprints.
- More than 600 sales points connected to automated dealer routing.
- Every conversation is summarized automatically into the customer record in Zoho CRM.
From isolated request to guided journey
- Follow-up: An automatic message when the samples arrive and, later, a poll about the choice made gets sent out, fully personalized.
- Conversion captured automatically: That poll fills the conversion field in Zoho, making visible what a sample request yields.
- Multilingual: Vince replies in the consumer’s own language and processes voice messages.
What Vince is used for
- Requesting samples and checking shipment status.
- Directing consumers to their assigned sales point or Experience Center.
- Advising on laying pattern, color, and traffic intensity.
- Answering questions about installation, leveling, maintenance, and warranty.
- Checking afterwards whether a floor was purchased.
Conclusion
By treating the sample request as the start of the conversation rather than the end, Vivafloors has fully automated consumer lead follow-up. The collaboration with DataNorth AI proves that an AI assistant only delivers value once it is anchored in the CRM and the dealer network.
