Case Study
Transforming a national field team in record time
Programme rolled out in less than half the expected time. Our experts helped TechCorp* reduce costs by 15%, improve customer satisfaction by 18%and increase sales conversion by 20%.
Situation
TechCorp*, a market leading multi-national retailer needed to change the structure of its field management teams. With over 100 area managers, 1,250 sales managers, and approx 15,000 sales agents spread across the country, the company was attempting to deal with high staff turnover and poor performance. Additionally, the company’s senior leadership urgently required to raise sales levels quickly.
Approach
Our experts, working with TechCorp*’s COO, reviewed previous attempts at sales improvement plans. They learned that over the years a number of initiatives began but were rarely completed and even then, with mixed results. The team set about identifying the high potential individuals amongst the area managers to take the lead in promoting change. This group was brought through a “boot camp” where they learned to use new tools and processes, including standardised performance metrics, diagnostic reports, and a custom designed tool to provide real-time performance information down to individual sales agent. Once they had completed “boot camp”, these area managers rolled out the tools and processes helping the sales managers and sales agents to utilise them effectively. A series of recurring coaching sessions were put in place to monitor performance and realign where required.
Result
Through focusing our efforts on the appropriate group of area managers the company managed to transform its sales structure within the targeted time frame of 6 months. Within a full 12 month period sales conversion rates had increased by 20 percent, customer satisfaction scores had risen by 18 percent and overall costs had be reduced by 15 percent.