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Sales Case Study
Document Solutions Company Optimizes Customer Interactions in Sales The Situation… Our client, an industry-leading document solutions company with over 1,000 locations worldwide, embarked on a corporate redirection and restructuring in late 2001, aimed at improving its operational efficiency while providing services that would enable greater penetration with its higher value customers. A major element of this transformation was enhancing the productivity of the sales force using technology to support the repeatable execution of best-practices sales processes. The Solution… eLoyalty supported the implementation of the sales force automation tool inclusive of the process design and technology implementation, while also influencing the integration of innovative CRM business practices into the document solutions company's overall business strategy. This strategy emphasized the definition of treatment rules based on aspects of a customer interaction, thereby enabling the coexistence of CRM strategy with the document solutions company's developing business strategies. The Results… The implementation of sales force automation technology has helped to drive greater consistency and visibility of sales operations. This is leading to better forecasting accuracy while also improving sales interactions. The integration of the recommended interaction strategy with the existing customer segmentation strategy is anticipated to help the document solutions company drive greater and more consistent growth in their more profitable commercial segments by providing simple guidelines and tools to optimize the results of customer interactions. |
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