Client's Problems
- Lack of scripts and communication standards for interacting with customers; managers rely on their own experience
- Absence of control and analysis of dialogues; managers lack feedback on their work
- Absence of a complex motivation system
- A mechanism for recruiting new managers is not described
- No clear scheme for onboarding a sales manager
- Customers are forgotten as there is no task assigned to follow up with them in the CRM
The result the client received
CRM SYSTEM:
- Created a unified customer database:up-to-date information on any customer is available at any time
- Introduced standards and instructions for CRM management: each client is assigned the next step, all overdue tasks are monitored
ANALYTICS:
- Introduced regular analysis of key financial indicators: financial control is maintained, money is not lost, and effective distribution takes place
- Established an annual sales plan. We developed a decomposition and forecasting of its achievement
- Developed a template and analysed indicators to understand the effectiveness of the company's business lines
MOTIVATION:
- Created an automated salary calculation system for managers tied to KPIs. Managers are more motivated to achieve high-quality results
RECRUITMENT:
- Provided tools for recruiting and selecting sales managers
- Developed an extensive training system for new managers, resulting in the successful recruitment of 2 new managers
SALES MANAGEMENT:
- Implemented regular reports from managers.There is transparent analytics on the work of each manager (by day, week, month, year). The sales plan achievement forecast is monitored daily
- Implemented scripts and communication standards with clients
- Implemented a quality control system for managerial work, providing employees with feedback and resulting in a 250% increase in conversion rates
- Implemented a systematic training program for managers
