Customer complaints should travel fast. To you.

By | 2019-05-24T09:29:08+00:00 May 24th, 2019|Blogs|

Customer complaints should travel fast. To you.

Your key account managers or sales people have frequent meetings with their accounts/clients. Meetings, follows ups, order confirmation – These are just some of the data points that need to get to you.

In healthcare, one important set of data that need to travel quickly, to you, are your customer’s complaints about your product. Generally, this involves a chain mail of complaints that need to be collated and share with the QA/product service team.

This takes times and lets errors creep in.

One particular medical device organisation wanted to streamline the collection of customer complaints from salespeople.

How did they do it? Here you go.

What’s required

Was a solution that

Bsharp Delivered

A platform that

  • Was set up in a day. Bsharp’s platform (PC/iOS) had features such as

    • Easy user management – The entire sales team were added in bulk and received invites to log in and set their own passwords. Only people with invites could log into the system.

  • Helps easily create/edit complaint forms – With a few drags and drops of fields such as product codes (housed in the Bsharp system), and customer type (list dropdown), the complaint forms were created. These forms could be deployed by user groups.

  • Immediate email alerts – Every response/complain submitted were immediately emailed to nominated personnel.

  • Eliminated collation and data loss – Bsharp’s platform did this by providing a dashboard where all field responses could be viewed. Every response

    • Was summarised into easy to understand tables

    • Could be filtered by date, user and product attributes

    • Could be easily exported as an MS Excel/PowerPoint file
      There was no manual intervention to collate data which reduced loss/manipulation of data

Impact:

  • The healthcare organisation could go live quickly. Without complex engineering cycles, the solution could go live quickly and with the invite-only user management system the sales team could be onboarded securely

  • With immediate email notification, the concerned personnel or teams could be alerted of a customer complaint as submitted by a sales person and could take necessary actions quickly

  • Eliminated manual intervention to collate data which meant no data loss

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Store audits made easy – Deploy, audit and analytics ready data in a day

By | 2019-05-21T05:22:35+00:00 May 18th, 2019|Blogs|

Store audits made easy – Deploy, audit and analytics ready data in a day

Conducting a large-scale audit – one that has to cover large geographies is difficult. Multiple auditors have to be gathered and trained, documents/books that collect audit information have to be distributed, then the work begins, day end data collation, day end loss of data and day end panic. That’s how activities in a day of audit generally unfold.

One particular agency for a mobile phone manufacturer wanted to streamline and bring in efficiencies in audit processes.

This meant they had to address issues in the audit process at every level. From data collection through to collation.

Is it possible to change processes in a couple of days? Without loss of work days attributed to planning and deployment of solution? Without incurring massive costs?

What’s required

Is a solution that

  • Is easy to understand – Eliminate/reduce the need for training

  • Is easy to deploy – Reduce time to market

  • Does not require manual collation of data – Reduce data loss

Bsharp Delivered

A platform that

  • Was set up in a day. Bsharp’s platform (PC/iOS/Android) had features such as

    • Easy user management – Field personnel/auditors were added in bulk by just using their mobile numbers and names. They received invites and could set their own passwords. This meant reduced dependencies on email IDs and field personnel could be onboarded easily.

    • Seamless store allocation – The field personnel/auditors had to be assigned stores that they were going to audit. This was possible with Bsharp’s easy account management. Stores could be assigned in bulk. The field personnel received notifications and could view all mapped stores in their mobile apps. If there was a change in store mapping, the store could be reassigned at any time.

    • Easy flexible forms – With a few drags and drops of fields such as image capture field, voice recording field, audit forms were created. These forms could be deployed by user groups. This reduced massive engineering/reengineering cycles and enabled the team to create a comprehensive audit form that covered store, in-store salesperson and product aspects of an audit.

  • Eliminated collation and data loss. Bsharp’s platform did this by providing a dashboard where all field responses could be viewed. This field audit data

    • Was summarised into easy to understand tables

    • Could be filtered by date, user and store attributes and audit questions

    • Could be easily exported as an MS Excel/PowerPoint file
      There was no manual intervention to collate data which reduced loss/manipulation of data

Impact:

  • The agency could go live quickly. Reduced or no engineering cycles to develop a complex application meant they team could move quickly, iterate quickly and collect audit data quickly

  • The team could eliminate the need for platform training. The field team was onboarded and they could instantly see the stores mapped to them and the audit form they had to respond to.

  • Eliminated manual intervention to collate data

“Engage and enable your frontline sales team with
BsharpCorp Mobile Sales Enablement platform”


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How Bsharp does it: Large field team management

By | 2019-05-14T07:28:31+00:00 March 12th, 2019|Blogs|

How Bsharp does it: Large field team management

Field sales teams are spread over many geographical areas. Each team is assigned a geography where they meet prospective customers and close deals. All these activities are often centred around a branch office where activities such as customer document submission, product training and manager meets take place.

One NBFC (Non-Banking Financial Company) wanted to manage field activities to help their field team make the most of their day.

This meant keeping track of customer meetings which included elements such as source of the lead, products pitched and follow up notes. It also included keeping a track of their product knowledge and engaging them on a regular basis to understand their queries and suggestions.

So, how does do this measure and manage a distributed field team? Capture meeting details, train, and assess remotely.

What’s required

  • A solution that allows to capture meeting data and collate all the data automatically

  • A repository of product content for the team to refer

  • An easy solution for the team to learn and be assessed on the go

  • A portal where the corporate team and the field team can engage

Bsharp Delivered

  • Platform

Customer/account management

DSAs were assigned to the field team and the field team could add their own customers. The team could also add contact details for each customer/dealer for easy reference.

A flexible form builder

Using this form builder, the corporate team could deploy meeting capture forms.
The field team could not submit all meeting data. The corporate team had a repository of geo-tagged responses that they could slice and download.

The field team also had a history of all meeting data by customer. This helped the field team prepare for future customer meetings.

Content Repository

Bsharp’s portal allows to hold content in multiple file types such as MP4, MP3, and weblinks. This allowed the corporate team to host content on products, negative and caution profiles. The content could be streamed or downloaded to be viewed offline. All the consumption data such as time spent meeting prospective customers were available for the corporate team to view.

Mobile learning

Bsharp’s content management module hosts features such as minimum viewing time, sections and section locks, pass criteria that allowed the corporate to train and assess the field team on the go.

App-based discussion

Bsharp’s portal allows discussions to be activated around content. Teams could join in on discussion and so could their managers. These discussions could be moderated by nominated system admins and the transcripts could be exported for analysis

Impact:

  • The corporate team now had the visibility of all meeting information. This enabled them to get a sense of activity and take actions/course corrections to increase file logins/disbursals.

  • It enabled the field team to make most of their field days. Spend more time on the field rather than the branch or on calls with managers.

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How Bsharp does it: Sell more. Share leads, track them to closure

By | 2018-12-31T10:01:14+00:00 December 26th, 2018|Blogs|

How Bsharp does it: Sell more. Share leads, track them to closure

To hit targets, organisations make sure they leave nothing on the table. Nothing can slip through the crack. Every inquiry is captured, every meeting is documented for future reference and every lead is allocated and followed up on.

One particular electronics leader had a busy season ahead of them. The campaigns they were running on social and traditional media were expected to yield 70,000 potential customers reaching out to them via social platforms, toll free numbers and text messages.

The organisation wanted to direct these potential customers to its 400 exclusive stores that were manned by 800 sales representatives across 100 cities. The organisation wanted the customers to interact with their products and sales people to better understand the products and purchase the product at the point of sale (POS).

How does one ensure these leads are shared seamlessly with the sales personnel? By geography? How does one enable follow ups and track actions performed on a lead?

Bsharp Metric

What’s required

  • A platform that transfers the customer’s interests on the cloud to the feet on the street.
  • A secure and scalable method to pass the leads to sales personnel based on geography and a host of other parameters.
  • A platform that allows you to link programs, leads sources and attributes to a lead.
  • The platform should be mobile and easy to use and update.
Required Platform

Bsharp delivered

  • The lead management feature in Bsharp’s platform was used to address this need. The platform is flexible and therefore the team could customise their own deal stages, add their own lead sources and programs to help with lead analytics.
  • To help in effective distribution of leads, the following logic was defined (in order):

    • By city
    • Win % (higher the win %, greater the leads assigned)
    • Response rates (Update leads status, get more leads)
    • Leads assigned to 2-3 personnel
  • Before the sales people were assigned leads, they received a training on the KPIs of the program and the working of the portals. These training modules were delivered using the platform.

  • When the program was kicked off, the sales people received the leads and could leverage the ‘one-touch update’ feature to filter the right leads, set up follows ups, have the right content and when they had any customer conversations.

  • To help ensure that that this process went on smoothly, time was allocated to the sales people in stores specifically to follow up on leads.

Impact

  • The company could follow their ‘No Leads Left Out’ policy. 90% of the customers were contacted hours and not days after their first contact.

  • The company could generate more footfall in their stores and have a healthier funnel.
Bsharp Summary

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How Bsharp does it: Understanding how all field sales personnel are pitching

By | 2018-12-27T18:12:18+00:00 December 20th, 2018|Blogs|

How Bsharp does it: Understanding how all field sales personnel are pitching

A sales pitch for a product let alone a flagship product is crafted after a lot of research. It conveys the organisation sentiments, the product’s features, advantages and benefits in a line or two.

A particular PC market leader was launching a new product and wanted to make sure that every sales person across 800 sales reps were delivering the same pitch and giving the customers a uniform customer experience.

This is easier said than done. Route trainers, videos sent through messaging tools or emails can do only so much. They either are too expensive or get lost in transit or do not create enough excitement.

What’s required

  • A training to help the sales team to pitch correctly
  • A way to share a video of their pitch with their sales supervisors/managers
  • A contest around the right way to pitch to create some excitement

Bsharp delivered

Training program

A video-based training featuring product managers giving the sales pitch along with key features advantages and benefits were deployed to the entire team.

The training also covered a sixty-second pitch, demo routines, and objection handling.

The training was deployed using the Bsharp platform.

Platform

Structured way to share training

  • Learning paths: Using Bsharp’s features such as section locks, minimum viewing time, and pass percentage helped control the sales person’s learning pathway.

  • Assessments: As soon the sales person completed the required course, the sales person had to complete a timed quiz.

Discussions

  • Post review, managers shared their feedback in group discussion and resolved any queries.

  • The best pitches (videos shortlisted by managers) were uploaded back into the system and the field team could learn and have a discussion around it.

Flexible forms with video capture

Once they sales team completed the training, they could upload their pitch and share it with their managers.

Training content consumption for the managers

Managers and supervisors could view how many people completed the training modules and viewing time.

Form submission

All the videos submitted by the sales people, could be viewed by their managers and supervisors. They could filter by user attributes such as zone, region.

Impact

  • The entire field team was certified with knowledge of the 60 second pitch, the features and objection handling.

  • They had to practice the pitch before recording it – thus perfecting it.

  • They got the supervisor feedback on the pitch – thus ensuring continuous improvement.

  • There was a lot of excitement about the ‘Sales Demo Contest” – creating mind share and engagement.

  • They could review the content from the Top 5 pitches across the country – there by having a reinforcement.

  • Thus, the entire team was mission ready before the launch of the critical new product.

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How Bsharp does it: Connecting the shop floor to the corporate office

By | 2018-12-14T10:16:09+00:00 December 13th, 2018|Blogs|

How Bsharp does it: Connecting the shop floor to the corporate office

Festive seasons are all about possibilities. Increased customer footfall. Increased sales.

But how do you make sure that your field team still feel that they are part of something larger? You know, part of an organisation wide mission, key players that make the organisation tick.

A consumer durable major was preparing itself for an up-coming festive week. That meant communicating the organisation’s strategy and mission statement to 3500+ field personnel. More importantly keeping these 3500+ field personnel engaged and motivated through the festive season.

Bsharp-Metric

What’s required:

A mechanism for the corporate team to connect with the field team and understand queries/issues and keep them motivated.

Bsharp delivered:

Platform

Bsharp’s sales enablement platform hosts a scalable discussion feature. Bsharp’s discussion module had the following features that helped connect the corporate to the field team.

Threaded discussions

Scalable

The system allows participants to get online quickly without any performance issues

Structured way to share training

Moderators

A discussion can have moderators to help stir the discussion and delete comments.

Threaded discussions

Threaded discussions

Moderator/participants can reply to comments therefore creating threads that any participant can follow.

likes

Likes

Moderators/participants can like comments to encourage other participants.

download discussion

Download discussions

Entire discussions can be exported to help in future analysis.

Engage

To engage user with discussions

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Impact

  • Seamless large-scale field team engagement. 1000+participants with approx. 400 posting/replying with at least one comment.

  • A motivated and engaged field team

  • Field team is in sync with the organization’s overall strategy.

  • Record sales around the festive campaign

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How Bsharp does it: Product launch day sales team readiness

By | 2018-12-12T05:32:35+00:00 December 5th, 2018|Blogs|

How Bsharp does it: Product launch day – sales team readiness

Product launches take place with a lot of fanfare. But how does an organization make sure its greatest ambassadors- their sales teams, are equipped to communicate a product message correctly. Training a sales team requires times, how do you make sure your field sale teams all well versed with the product and all the while maintaining your competitive edge?

A consumer internet major decided to hold a surprise launch to the public and its field sales team on the same day. That meant, the field team members had to be trained on the same day and be ready to interact with customer in a matter of hours.

That’s 580 field sales personnel across 40 cities to be trained on 2 products.

One way to do it would be to hold route-trainer led training sessions across cities while another could be to group training sessions a few days prior to the launch. Obviously, both these methods are not cost effective or the organization ends up losing it competitive edge.

What’s required

A mechanism to train the entire field same team on the same day covering aspects such as a 60 second pitch, product features, objection and competition handling and offer details.

Bsharp delivered

A combination of technology, content and program helped announce the new product and train the entire field team on it.

Content

A pack of HTML5 based training material and assessments supplemented by reference material which included product brochures and videos.

Platform

All this content was delivered through Bsharp’s sales enablement platform. Every field sales personnel received a notification on the mobile phones announcing the launch. App, email and SMS notifications also helped nudge the team to complete the training modules. The platform helped drive engagement using app-based discussion sessions which helped connect the corporate to the field team and acted as platform to share customer queries.

Program

To help stitch the content and platform together, Bsharp developed a bespoke program which included the following elements.

Communication

stream of email, SMS and app notifications were deployed to keep the team engaged.

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Flexible forms with video capture

Managerial support

Based on the adoption/training completion rates, team managers could drive adoption.

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Training content consumption for the managers

Team engagement

The customer FAQs were shared and the entire team was given clarifications.

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Form submission

Follow-up assessments

At the end of week 1, the entire team was assessed to understand knowledge retention, strengths and weaknesses.

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Impact

  • 100% of the sales team were trained on day 1 with over 80% assessments scored.

  • The team was well equipped to handle a surprise launch

  • The entire team was geared with product knowledge and were ready to face the hectic festive season.

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How Bsharp does it: Collect flagship product merchandising info

By | 2018-11-28T12:53:15+00:00 November 27th, 2018|Blogs|

How Bsharp does it: Collect flagship product merchandising info

The success of organisation’s flagship product determines their market leadership and margins.

A particular PC market leader was about to launch one of their key products. It was going to be one of their most important launches of the year. The retail execution had to be just right.

The merchandising plans were drawn up. In initial market feedback said that customers were excited about the display and were willing to pay a premium for the product. The product manager had to make sure that all 800 stores had the right merchandising based on the store format.

Bsharp-metric

What’s required

A mechanism to help report merchandising implementation quickly.

Bsharp delivered

Training program:

Basis the format of the store that the sales person was in, the sales person received training on planogram and merchandising plan.

This was a mix of app based and route trainer driven training sessions.

Capture field data

Platform:

  • Mapping stores to field personnel: Stores were uploaded as accounts and assigned to individuals.

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  • Flexible forms:  Bsharp’s sales enablement platform hosts a flexible form builder. This flexible form builder helps creates data collection forms to capture data such as store name, store location, videos, images, date and time stamps, multiple choice and numeric fields. These forms were great to captured detailed merchandising reports from each and every store.

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Impact

  • All stake holders (Merchandisers, Sales Reps) had a clear understanding on the deployment standards. They knew how to evaluate if the deployment is good and complete.

  • Reports from 800+ stores with status and images. This led to confirmed deployment of merchandising.

  • Reports from 800+ stores with status and images. This led to confirmed deployment of merchandising.

in-summary-bsharp

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Case study: Inducting field sales personnel of a major consumer durable organisation

By | 2018-11-19T10:15:04+00:00 November 15th, 2018|Blogs|

Case study: Inducting field sales personnel of a major consumer durable organisation

Consumer durable organisations often have sales personnel across multiple geographies. This particular organisation has 1000+ field sales people and has a 30 percent attrition rate.

A 30 percent attrition rate means that the organisation has approximately 25 new sales personnel joining outlets that are spread over 100 cities every month.

That’s 25 new sales people to induct into the organisation. Now, employee induction is easier said than done. You’ve got to worry about assembling new joiners in one location, make travel arrangements for the trainer, handle course material. And this is just the beginning of the long list of worries.

Every day of delay in being floor ready has a cost attached. A sales person is ambassador for a brand in front of the customer. A ill-prepared sales person would not be in sync with the corporate’s messaging, product and therefore is not able to have quality interactions with the customer.

What’s required:

A mechanism to seamlessly induct new joiners and share with them the knowledge about the organisation, processes, products, management expectations and KPIs.

Bsharp delivers on two fronts. A combination of technology and content to accelerate induction.

Content

Bsharp develops content which cover essential elements required to induct a field sales personnel. Basically, any key information to a sales person would need to know to get field ready.

Technology

For this program, Bsharp leveraged the following key features from its sales enablement platform.

  • An easy invitation system: This removes any friction in user onboarding. Immediate managers can now add or remove users from the system.

  • An easy invitation system: This removes any friction in user onboarding. Immediate managers can now add or remove users from the system.

  • Course path: Every new employee has a defined course path that he/she need to navigate before being certified. They first need to learn about the organisation, then the products followed by processes and finally their KPIs. Their learning paths are controlled with section locks and minimum document viewing time.

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  • Certifications: Once an individual navigates through the various sections of a course and pass the assessment, they receive a specially designed certificate that they can share with their peers or managers to announce that they have completed the learning requirement.

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  • Certifications: Once an individual navigates through the various sections of a course and pass the assessment, they receive a specially designed certificate that they can share with their peers or managers to announce that they have completed the learning requirement.

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  • Discussions: The app-based discussion feature helps new joiners interact with induction group moderators to clear any doubts. Moderations use discussions as a portal where they can motivate the new batch of employees and nudge them to ramp up quickly. Also, queries from discussions are captured to form a list of FAQs that can supplement any future inductions programs.

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  • Content by user groups: New joiners are all invited into an induction group and receive only induction content. This content is a mix of videos, weblinks and presentation and also contains regular assessments.

  • Content by user groups: New joiners are all invited into an induction group and receive only induction content. This content is a mix of videos, weblinks and presentation and also contains regular assessments.

Impact

  • The time required  for a sales person to be floor ready is reduced to 3 days. That’s 12-17 days quicker when induction was treated as an ad-hoc process.

  • Sales teams are now aligned to the corporate’s message, are able to have quality customer interactions, are more engaged and are involved in more purposeful sales.

“Engage and enable your frontline sales team with
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We did our bit, did you?

By | 2018-08-25T14:45:42+00:00 August 24th, 2018|Blogs|

We did our bit, did you?

“We make a living by what we get, but we make a life by what we give.” – Winston Churchill

The recent floods at Kerala and Kodagu have created a lot of havoc to both humans and mother earth.  #savekeralaandkodagu campaigns have been taking rounds on social media and triggered call for action.

@Bsharp, we decided we had to do our bit.

It was on Thursday morning, we discussed on how to go about the whole donation drive. All Bsharpians, wanted to contribute from their salaries. A cap of Rs. 1000 was fixed for the salary contribution. Bsharp decided to match the amount collected with an equivalent amount.

By Friday late evening, we had collected enough funds to buy the items.  We rushed to the nearest Metro Cash and carry with a short shopping list:

  • Sanitary napkins

  • Baby diapers

  • Baby food

  • Biscuits

I am absolutely thrilled to have lead the whole process of shopping and shipping the items on behalf of the Bsharp team.

It was a mad rush at Metro Cash and Carry. I made way to the counter with  six carton boxes of each of the items in two jumbo-sized trolleys. I was exhausted when someone at Metro handed me with a tetra pack juice. With a smile, he said, “When you are doing so much for the flood victims of Kerala and Kodagu, this is just a bit we can do for you.”

I thought, “those who help will be helped”.

I handed over the items to the NGO “Amrutha Bindu”. They collected from other contributors, filled up the van and were on their way to Kodagu and Kerala relief camp in a short while.

“Engage and enable your frontline sales team with
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