Review and Diagnostic Phase

How We Work With Customers Methodology

• Senior Team with significant Sales Effectiveness consulting experience with leading consulting firms to perform on-site process analysis and review
• Analyze and map current sale process i.e the business process and the IT system in place
• Working out sales force time expenditure matrix
• Review current sales support technologies and systems and document business process

Requirements Definition Phase

• Assess how sales staff spend their time - via a "time ladder" survey and select "ride withs"
• Design appropriate business processes for increasing Sales Effectiveness as well as reducing cost through an Offshore Business Process Team
• Suggest process changes for offshore solution effectiveness, if needed
• Suggest any other process changes from a "Best Practices" perspective
• Develop new sales process optimized for increasing field sales staff time spent on key selling/closing activities and minimizing focus on non core activities
• Shift non core activities to off shore "support" team
• Define business process to created a seamless and integrated approach
• Define technology and systems required to support the sales team and allow easy communications and support
• Time limits and escalation procedures (external and internal SLA).
• Define functions and tasks that need to be performed on-site and tasks that can be performed by the offshore business process team
• Define experience requirements for offshore teams as well as headcount
• Define experience requirements for on-site team

Typically, there is 20-80 percent allocation of Onsite Staff and Offshore staff

IT System Requirement

• Software for automation and integration of the business processes related to the sales activities like Enquiry management, Front end sales, Order fulfillment support
• ERP Integration -Integration with your SAP as well as any other applications, if required. Fax Server- fax server to take care of paper transaction which takes place for communication between sale and sales support team.
• Central Electronic document repository for all paper notes/faxes, customer-meeting notes etc.
• Resource requirement
• Infrastructure
• Number of call center seats
• Bandwidth
• Resource profiles

Pilot Rollout and Final Deployment Phase

A sub-set of business process are suggested as a pilot for Offshore Business Process Team. For example, LC and Shipping Management or Enquiry Management

Pilot phase allows the users to drive the process

• Improving processes before automation
• Ensuring user feedback is accounted prior to final rollout
• Phasing-in the implementation/enhancement process
• Setting realistic implementation expectations and target

Final Deployment

• Complete working system with all end-to-end functional cycles
• Re-work based on Key User Customer feedback
• Full ramp-up of Offshore Business Process Support Team