Case Studies
Case Study Four
Healthcare Firm Implement Technology
Management Goals
We had a detailed discussion on the way forward with key stakeholders of the healthcare firm. Their main concerns were as follows:
- Central control on all needs of sales team
- Sales training
- Performance transparency across all levels i.e. from field sales person to management
- Consolidate marketing efforts
- Business intelligence to take decision and product improvement
Approach
Our team exclusively worked with the sales team on the field. We tried understanding their day to day process, challenges, concerns related to reporting and MIS requirements.
Post this we met with managers to understand their existing way of managing the team and their performance. We also discussed with them on the training needs and expense approvals.
Finally, we met with management to discuss the opportunity of improvement and the suggestions we had for them in terms of implementing the entire project. We shared the cost benefit analysis for the entire project.
Implementation
This project involved 2 phase of implementation:
CRM
- Provide 10 inch tabs to all field sales team
- Incorporate only necessary apps useful to perform company activities
- CRM implementation to track activity
- Central control of training material
- Central control of marketing pitch and documents
- Live reporting and analysis to Managers
- Product control based on customers visited
- Product utilisation analytics
Business Intelligence tool and Reporting
- Data was pulled from 3 different sources and collated on one BI tool to get unified view of the entire data
- The above involved integration with various platforms used by the company
- Daily mailer and analysis on conversions to individual sales members
- Daily mailers and analysis and team to managers
- Live performance tracking to management with dashboards
- TAT analysis
- Product analysis
- Marketing efforts analysis
- Product analysis
- Customer insights
Outcome
This project involved 2 phase of implementation:
CRM
- Sales efficiency improved by 2X as the sales team were able to do 20 meetings per day
- Sales team were totally FREE of the operational activities such as maintaining daily activity report, expense claim, approvals and performance
- Hard Copy of Visual Aids STOPPED, as now the team had tabs to showcase the presentations which are centrally controlled and monitored. It also helped in saving COST spent on updating and printing the Visual Aids.
- It helped the central team product and marketing team to standardised pitch across products and sales team
- In addition to the above, it also helped in updating latest contents or products which can be viewed by the sales team at real time
- Marketing materials were all digitised to save on the cost of printing such materials and later upgrading them for any product changes
- Managers had LIVE tracking of the Field team which further assisted in monitoring and guiding the team
- Above helped in getting control over INCENTIVES and EXPENSES of the sales team. Adding to SAVINGS of 40% in comparison to pre-implementation
Business Intelligence Tool
- Improved productivity of the sales team by 2X due to real time monitoring
- Revenue growth from ~250 Cr to ~500 Cr in 3 years as per which was achieved due to the BI analytics on untapped market
- Reduction in marketing expenses due to integration between the business intelligence tool and CRM
- Transparency in performance across all levels
- Cost and Time saving on manual efforts to prepare reports and presentations by managers, operations team and management.
Case Study One
How an E-Commerce Startup Achieved Process Excellence With ISO 9001_2015
Organization Goals in the midst of Automation
This was an innovative concept as stock broking firms never believed in getting things digitised. When we met the management they were keen towards bringing efficiency in the system with minimal person dependency. The 2 problem statement that we see at the organization were:
- Circulation of Hard Copy documents
- Process was person dependent
- Sales lead conversion monitoring
- Reporting and Analytics
- Budget constraint for Automation or Technological changes
Approach
Our team did a brainstorming with internal stakeholders such as the Sales team, Operations team, Management and Internal Developers (This was very crucial as we have to gauge the capabilities of the tech team to implement suggestions).
Implementation
Our team consisted of cross-functional individuals who focused on their individual departments. Business Analyst considering automation requirements. Lastly the finance guy who helped in providing the ad-hoc numbers required for analysis of existing processes.
We started discussions with individual departments and listed down every detail of the processes. Compared data related to existing structure and process. Mapped it against industry best practice keeping budget constraints in check.
Outcome
- Increased efficiency of the sales team to 2X
- Improved monitoring and control mechanism so that none of the documents were missed
- Document logistics cost was ZERO as everything happened on the platform
- Turnaround Time for Sub-Broker registration reduced from 1 month to 10 days
- With equivalent manpower, operations team was able to process 3X applications
Case Study Two
How a Stock Broking Firm Moved from Manual and Hardcopy Documentation to Digitization
Paradigm Shift - Learn from Successful Competitors:
ISO was implemented in the operational process where the B2B E-commerce start-up faced a major challenge in meeting the customer expectations.
Challenges or Opportunity of Improvement
The management was clear in their views towards continuous improvement initiative and after discussion with them we had listed following challenges which needed urgent attention:
- Meet customer deadlines
- Consistency in process
- Measure process
- Measure sales performance
Implementation
We first started with creating a Lead Management System (LMS) on an internal portal. Since the users were already present on the internal systems the role mapping became easier.
Further, we mapped LMS to the operations portal where the documentation got executed. The process was tweaked to take a screenshot of the entire document set and upload on the portal. These documents were checked online on the operations portal.
Internal approval mechanism was built to move the process flow and bring it to the stage where hardcopy of documents can be directly sent to the stock exchange.
Apart from approval flow, we also built an internal escalation matrix which was integrated with the operations workflow to expedite pendencies.
The entire platforms i.e. LMS and Operations were stitched together finally to create a unique process across departments and sales teams.
Outcome
- Within a year of implementation they were able to turn around operational loss into profitability
- Able to process more than 100 Cr of orders without any additions to the existing manpower
- Create and maintain SOPs for every department. This increased process efficiency in term of TAT that reduced from 20 days to 12 days
- Remove operational risk by automating the invoice creation process as this resulted in payment delays. Reduction in the count of delays from 20% to 3%
- Revenue and Process monitoring TATs were well defined and each department had structured actionable reports
- Operational process was ISO certified
Case Study Three
How We Helped Sports Equipment Wholesaler to Monitor Performance at Real Time
Helped Sports Equipment Wholesaler
This company is a sports equipment wholesaler and has sales team, customers and vendors across India. The company is using Zoho as their accounting software. This also serves as a backend for performance data of the sales team. Each customer is mapped to the individual sales team as per the region mapping.
Problem Statement
Company wants to measure performance in real time and check if the customers are happy with all services provided by the firm. After discussion with the stakeholder we arrived at an understanding to resolve the concerns and which will fit their budget. Following 2 things we planned to address for the customer:
- Performance measurement of sales team, customers, products & customer service
- Customer service tool to measure TAT and type of queries
Implementation
We first did a detailed discussion with some of the sales team. Then we met the accounts and customer service team to check their schedule and data points.
Based on the feedback from relevant stakeholders and considering the point of keeping the budget as low as possible we decided to use 2 google features (Google Sheets & Google Data Studio/Looker Studio) which are free of cost and can be integrated.
We created dashboards with the performance parameters for sales team and management on Google Data Studio:
- Team performance
- Product performance
- Customer service performance
- Customer performance
Further we used Google sheets with scripts to create tracker of customer service queries. This was further integrated with the above dashboard.
Lastly we integrated Zoho with Google Data Studio to get the performance data realtime.
Stakeholders were very happy with the outcome as they were now able to do the following:
Outcome
- Measure performance of the company, sales team, products and customer service
- Company was able to capture new markets based on the intelligence provided through dashboard
- It also helped them to touch based each customer on a quarterly basis to understand their pain points
- Customer service tracker helped them to improve product and service which inturn help in getting repeat orders
- Sales team were able to monitor their performance and work on it to improve or target relevant customers
- Company was also able to target relevant products for high sales
Case Study Four
How We Helped a Leading Healthcare Firm Implement Technology Inline with The Sales Team to Get HYPER Growth
Management Goals
We had a detailed discussion on the way forward with key stakeholders of the healthcare firm. Their main concerns were as follows:
- Central control on all needs of sales team
- Sales training
- Performance transparency across all levels i.e. from field sales person to management
- Consolidate marketing efforts
- Business intelligence to take decision and product improvement
Approch
Our team exclusively worked with the sales team on the field. We tried understanding their day to day process, challenges, concerns related to reporting and MIS requirements.
Post this we met with managers to understand their existing way of managing the team and their performance. We also discussed with them on the training needs and expense approvals.
Finally, we met with management to discuss the opportunity of improvement and the suggestions we had for them in terms of implementing the entire project. We shared the cost benefit analysis for the entire project.
Implementation
CRM
- Provide 10 inch tabs to all field sales team
- Incorporate only necessary apps useful to perform company activities
- CRM implementation to track activity
- Central control of training material
- Central control of marketing pitch and documents
- Live reporting and analysis to Managers
- Product control based on customers visited
- Product utilisation analytics
Business Intelligence Tool & Reporting
- Data was pulled from 3 different sources and collated on one BI tool to get unified view of the entire data
- The above involved integration with various platforms used by the company
- Daily mailer and analysis on conversions to individual sales members
- Daily mailers and analysis and team to managers
- Live performance tracking to management with dashboards
- TAT analysis
- Product analysis
- Marketing efforts analysis
- Product analysis
- Customer insights
Outcome
CRM
- Sales efficiency improved by 2X as the sales team were able to do 20 meetings per day
- Sales team were totally FREE of the operational activities such as maintaining daily activity report, expense claim, approvals and performance
- Hard Copy of Visual Aids STOPPED, as now the team had tabs to showcase the presentations which are centrally controlled and monitored. It also helped in saving COST spent on updating and printing the Visual Aids.
- It helped the central team product and marketing team to standardised pitch across products and sales team
- In addition to the above, it also helped in updating latest contents or products which can be viewed by the sales team at real time
- Marketing materials were all digitised to save on the cost of printing such materials and later upgrading them for any product changes
- Managers had LIVE tracking of the Field team which further assisted in monitoring and guiding the team
- Above helped in getting control over INCENTIVES and EXPENSES of the sales team. Adding to SAVINGS of 40% in comparison to pre-implementation
Business Intelligence Tool
- Improved productivity of the sales team by 2X due to real time monitoring
- Revenue growth from ~250 Cr to ~500 Cr in 3 years as per which was achieved due to the BI analytics on untapped market
- Reduction in marketing expenses due to integration between the business intelligence tool and CRM
- Transparency in performance across all levels
- Cost and Time saving on manual efforts to prepare reports and presentations by managers, operations team and management.