Transforming Sales Efficiency and Reducing Support Costs for an Enterprise Client
Client Profile
Our client, a prominent enterprise, faced a critical challenge within their sales team. Approximately 200 sales staff consistently encountered data issues that hindered their ability to capture orders, impacting their monthly sales targets. To address these issues, they relied on manual interactions with the support team, resulting in up to 48-hour wait times for order submissions. The organization recognized the need for a strategic solution to streamline this process and enhance sales efficiency.
The Challenge: Sales Inefficiency and Support Overheads
The client’s sales team struggled with data-related issues that hindered their ability to meet monthly sales targets. When issues arose, they were forced to contact the support team, leading to substantial wait times and delays in order submissions. This not only affected sales efficiency but also resulted in the creation of a significant number of support tickets, adding to support overheads.
Our Solution: Streamlining Support and Empowering Sales
Our team of consultants recognized the urgency of the situation and immediately initiated a solution-oriented approach.
- Identifying Pain Points: We conducted in-depth discussions with the sales team to identify their key pain points and challenges. This included understanding the intricacies of the manual process they used to address data issues.
- Strategic Automation: Based on our insights, we designed a long-term strategic solution to automate the support process. The objective was to empower the sales team to self-serve and reduce their reliance on support team members.
- Workflow Design: We created comprehensive workflows and wireframes to outline the new self-serve process, seeking input from key stakeholders to ensure alignment with organizational goals.
- Phased Automation: Our team successfully delivered key automations over a 12-month period. These phased deployments significantly reduced wait times and enabled the sales team to meet their targets efficiently.
Results and Impact
- Drastic Reduction in Wait Times: The implementation of automations led to a dramatic reduction in wait times, with the sales team no longer facing delays of up to 48 hours. They could now swiftly capture orders and meet their targets in a timely manner.
- Vastly Reduced Support Tickets: The automation initiative resulted in a remarkable 95% reduction in the number of support tickets created by the sales team each month.
- Significant Cost Savings: By eliminating the critical pain point of extended wait times and reducing support overheads, our client achieved substantial cost savings. The organization realized more than a 300% cost savings over a 3 to 5 year period.
In conclusion, our team of consultants successfully transformed the sales efficiency of our enterprise client by automating the support process. By identifying and addressing key pain points, we not only eliminated the burden of lengthy wait times but also significantly reduced support ticket creation. This strategic solution not only empowered the sales team but also delivered substantial cost savings, exemplifying the value of our deep-dive approach and hands-on solutions.
- Strategy
- 2020-21
