Scenario - bxp for Field Sales

1 Overview

Field Sales companies have a strong track record of identifying and implementing technical solutions to meet the current and future needs of their clients.

As evidenced by winning the 2012 "Best Implementation of Sales Technology" award with CPM Ireland, All n One also has a proven ability to implement new technologies in a timely and cost effective manner that adds genuine value for their clients.

Always ambitious to forge new paths, a number of field sales companies searched the market for new solutions that could push past old boundaries and perceived constraints. Confident there was a way to unlock more sales potential by removing traditional barriers and enabling new sales practises a number of companies have engaged with All n One.

bxp is a powerful business process modelling and management platform, focussed on business process outsourcing.

All n One have since forged an excellent working relationship that has successfully developed and implemented what is unquestionably a revolution in field sales technology and the solution was successfully rolled out with a number companies field sales clients since early 2012.

2 Examples of clients using / have used this solution

3 Business Rationale for Investment in Technology

Field sales technology is traditionally an expensive investment that requires both a large outlay and significant ongoing commitment. This is often justified through a sound ROI but it does restrict the availability of advanced hand-held technology to medium to large scale businesses.

The field sales tablet solution created by All n One has effectively removed this cost barrier and Field Sales companies investment has resulted in our business now being able to offer clients a flexible, powerful software solution, previously beyond their reach and clients who understood the intrinsic value of technology but were unable to afford it are now able to enjoy both the short and long term rewards this unique technology affords.

The investment by field sales companies, critically, also means we can offer the advantages of large scale solutions to customers with smaller needs. This has enabled some companies to approach and corner a market segment through the development of a unique competitive advantage.

In an industry that proves more challenging each year combined with the difficult economic climate, finding new ways of sustainable business growth is tricky at best and the investment in this technology was therefore no accident – it formed part of a carefully considered strategic growth initiative that is directly aligned to and supportive of client year on year strategies.

Opening up the advantages of hand held technology for smaller programs is undeniably a game changer in the Field Sales industry. Small to medium businesses can now be more competitive and we believe this will prove extremely positive in supporting small business growth in addition to contributing to national economic recovery.

Given the success of our client projects we remain confident the investment decision was the right one and our business growth in this channel is on track to meet and exceed our business’ financial and strategic objectives.

4 Comprehensive Project Plan – Objectives, Budget, Training

Full project implementation details are available on request.

5 Details of Any Obstacles Encountered During Real Implementations and How They Were Overcome

1. As this programme was being launched field sales companies was still working hard on enhancing their CRM system but were unable to provide an API (Application Programming Interface) to define how the systems would need to communicate with each other. This required clients to take the lead in system development requirements to assure a positive outcome within a tight launch window. By creating a supportive and harmonious communication channel we were able to launch the programme on schedule.

During the first week we found the management of files were not importing as seamlessly as hoped. The client had initially requested CSV files containing sales and non-sales data, however these particular file types caused some issues we established that converting to Excel outputs would provide a temporary solution. Whilst this issue was being resolved on the client side Field Sales companies managed outputs in both Excel and CSV file formats to ensure the availability of both.

1. As with any new programme launch there were changes made as the system was bedded in and this project was no different. Part of our initial data capture process included geo-cordinates and customer status data to ensure each lead was valid. We quickly identified that some of the questions needed to be reworded, some changed altogether and the questions were also re-ordered. With the bxp platform incorporating dynamic scripting these changes were made simply and swiftly by our client's System Champions and due to its web based nature these were implemented with immediate effect to the field. This ability to effect instant change significantly enhanced the programme’s effectiveness, saved hours on traditional programme change and definitely impressed the client.

1. As the new software and tablets were launched in field it meant a period of familiarisation with the team. Like most things in life, even with thorough training, it does take time to develop confidence and proficiency. Recognising in advance that this would probably be the case and with a high focus on qualitative outputs, our client companies ran twice weekly system refresher training mini-workshops (1 hour each) for the first 2 weeks. These sessions were used to review processes, work through any particular challenges, and, importantly, gather feedback as to how the system might be improved. By the end of the first week a good level of proficiency was attained and by the end of the second, no further changes have been made at all!

6 Evidence of Improved Sales Performance Linked to Investment

Due to our client’s request for confidentiality in the light of their desire to increase market-share with some discretion, All n One are unable to disclose specific project details but we will always endeavour to provide as much information as possible to demonstrate the excellent performance outcomes.

The customers for whom this new technology was launched was a new win for our clients so there was no prior history of sales performance of this type within Field Sales companies, however when assessed against the targets agreed with management, we can confirm these have been substantially and consistently exceeded.

Our client has a commodity service managed by subscription worth many thousand Euro which they sell to a target market of residential customers. Due to the level of financial commitment and competition in the marketplace, our client's objective is to go door-to-door to generate renewed interest and reconnect with the customer. The sales function of Field Sales companies was previously performed sporadically.

The targets were agreed by using our respective areas of knowledge and expertise and geographical target areas. These targets were ambitious and higher than the figures achieved in previous campaigns. Nevertheless there was confidence that they were still attainable.

The targets meant that Field Sales companies committed to generating 7 renewable leads, per person, per week. By the end of Week two the team had exceeded this by a staggering 78%. Some individual performances were outstanding with results tripling target on a per day basis.

With some of client’s work taking place in more rural parts of Ireland 3G coverage was not always assured and with no known alternative systems provider being able to offer an offline solution, All n One created a breakthrough in this space.

Previously any Field Sales agents would need to avoid working in these areas or revert to manual processing, resulting in disparate and disjointed work practices with increased potential for error and additional administration. The bxp platform allows Field Sales staff to securely and accurately process customer interactions in non-coverage areas with no adverse impact on the amount of time required or the level of detail captured. This solution also, and crucially, continues to capture non-sales data enabling comprehensive intelligence gathering, irrespective of where the team are operating. Using_Forms_Offline

 

7 Demonstrated ROI

The low entry and ongoing cost for our client ensured a strong ROI in a number of areas:

7.1 Swift data capture process leading to greater sales productivity

The data capture process was designed to be efficient at the doorstep. Many alternative solutions involve lengthy sales processing and this is not great for the client’s brand image. It also ties up the salesperson with administration when they should be out generating revenue.

The new data capture process provides a more positive experience for the customer and it’s estimated that, as a result of the system’s efficiencies, Field Sales companies sales representatives save at least 12% of their time compared to the old paper based system. Given the sales performance of the team this equates to one extra Lead per person, per week. With each sale worth thousands of Euro this outcome demonstrates a terrific ROI.

7.2 Non sales data capture enabling increased analysis to influence future sales activity.

Visual Reporting by Area

This element is one of the key advantages of this system. Previously the time required to record a non-sales outcome was a minimum of two minutes; this has been reduced to less than ten seconds!

This means that the client can now capture all sorts of information which it was previously not cost effective to do, providing a significantly enhanced level of data analysis which, in turn, provides valuable insights into customer buying behaviour.

Clients can now create a comprehensive view, by area, household and time of day, who we contacted, who we missed, who was interested and who wasn’t.

These insights have already fine-tuned Field Sales companies’s approach at the door and have informed the client’s sales and marketing strategies. By acting on this new information now, they have created a platform for improved sales performance to build upon.

7.3 Outstanding brand representation

Irrespective of outcome, the ability to meet prospects and build on the company’s brand values is of enormous value. The use of the tablet and its software by smartly presented Field Sales companies sales staff has universally impressed our client’s customers and given them confidence they are dealing with a professional organisation of some substance. Importantly, they can see that their information is being managed securely, a far cry from the previous paper based system.

This efficient, professional approach instils a sense of confidence from the outset. In this particular programme this is aligned to, and directly supports, a significant investment in TV, radio, press and direct mail and is becoming a core element of their branding strategy.

 

7.4 Supports the development and data integrity of clients CRM

Field Sales companies has recently expanded their CRM tool to manage all their customer data. This represents a significant investment that requires a high level of data integrity in order to gain genuine value from this. The introduction of an advanced technological solution greatly assists this objective.

Data captured on the form undergoes a number of checks and balances to ensure its validity and accuracy. For example there are some data fields that are mandatory fields and must be completed before the system will proceed to the next step. Further intelligent system checks take place as the data is being pushed into the database including, for instance, ensuring that names are capitalised and that phone number formats are correct.

Live integration with the call centre, then means that follow up processing can be done by office staff in real time based on data captured on the door step.

7.5 Minimises time required to manually process sales data by both client and Field Sales companies

The manual processing of sales order forms is monotonous, labour intensive and expensive and is often subject to human error. The automation of the information flow, from initial capture to the CRM, combined vastly improved data integrity, creates an efficient and accurate data transfer capability. Transfer is instantaneous and the system has permanently eliminated several elements of the company’s resource costs.

7.6 Securing appointments and reducing cancellations/cool-offs

With Field Sales companies’s role to create and set appointments for customers it was imperative customers didn’t change their mind between Field Sales companies’s visit and the reactivation itself. As is well known in the Field Sales industry this is a vulnerable stage in the sales process and can often prove the difference between good results and great results.

Given the potential value of each prospect it is a top priority that cancellations are minimised. Field Sales companies and All n One recognised this and incorporated into the system a Customer Confirmation function which means that a message is automatically sent to the customer as the door step meeting is delivered.

This function offers either a SMS or a rich HTML email customised with branding, both of which include a personalised message. To date we have had outstanding results with less than a 3% cancellation rate of meetings delivered.

8 Future Plans for Further Investment

All n One is continually extending this solution to other projects and all new field sales groups and we are investing in additional resource to manage the solution.

We are also working with our clients to develop additional capability that will support rollout to the retail side of our business. Given the extraordinary value from this initial programme we see enormous potential in deploying a unique and completely customisable solution for Retail Field Marketing.

9 Next Steps

If there is a program you would like to discuss trying, why not give us a shout to see how we can help. Please call Nick on +353 1 429 4000 or email us at sales@bxpsoftware.come