Case Studies | Outside Sales Assistance Tool
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The Problem
An online payments company was getting good profits helping customers quickly and securely move funds online. However, money was being left on the table every day due to internal inefficiencies.
This company had a group of outside sales staff dedicated to converting new members to its most profitable product. Thanks to quick, organic growth, the sales staff were using mashed up applications to manually manage and track leads and conversions.
The Insightful Solution
While working with this company, we had numerous occasions to work with these folks. We also had many occasions to hear the horror stories of tracking leads and managing their own performance (which, of course, was done manually).
To solve this problem, we first needed to witness how these disjointed applications were being used. So, we job shadowed.
We sat with colleagues while they searched for qualified opportunities, spoke with clients and hopefully helped them transfer funds. We watched as they flipped between dual monitors, expanding and minimizing the half-dozen windows they needed to manage a single contact. The frustration was clear as we queried them about their pain points, wants and needs.
Our next step was to sit down with our stakeholders and come up with a single, seamless application that allowed staff to throw away a half dozen other systems.
Our task flows and wireframes were developed, reviewed and revised iteratively ensuring stakeholders and staff had input at every opportunity. The final product was a hit (and required only one browser window to be open).
The Result
To say the new sales tool was a success is an understatement. Internal staff were achieving 100 per cent lifts in productivity within hours of the tools' release. And the sales department was witnessing record amounts of sales conversions by week's end.