- Services
- Enterprise Transformation
- Business Case
Rethinking sales portfolios based on the Customer Experience
Configuration optimization for field and office-based sales representatives
The Customer
OPCO
Background and objectives
- Against a backdrop of internal reorganization, the customer wishes to completely transform its customer experience and the configuration of its sales network.
- This transformation must be carried out in parallel with many other changes (new tools, new strategy, etc.), and bring about an adaptation of the sales approach to the type of business, where previously all customers were addressed in the same way.
Results
- 3 defined customer use profiles and validated with the entire Executive Committee within 6 weeks
- Construction of 3 sales force organization scenarios and arbitration of one scenario in line with customer usage profiles
- Boarding the CoDir around a common, breakthrough target
Approach / System
- Global listening phase : CoDir interviews, listening workshops with internal business units, customer interviews with a company-by-company approach
- Construction of corporate personas to distinguish different usage and need profiles by size, business sector and degree of digitalization
- Defining a target experience for each corporate personain terms of contact points, channels, animation, service offering, etc.
- Definition of sales organization to deliver the target experience
- Identification and construction of action plans at all levels organization to manage adherence to other activities
Added value Silamir Group
- Ability to align management committees with customer experience targetsrather than internal organizational changes
- Multidisciplinary teams for a holistic approach to the proposed targets: organizational / HR, technical, UX angles
What our customers say about us
"The team's availability and constant commitment play a crucial role in the success of our Data Science projects, and we greatly appreciate their contribution to our growth and success."
Applications & Projects Manager - Public accounting
"The ability to understand the customer's challenges and gradually contribute to them seems to me the strength of your culture."
Chief Data and Technology Officer - Energy Sector
"A highly professional team that brings a fresh perspective and draws on solid experience. Beyond their skills, the consultants have very complementary profiles that each bring value to our team and to the business teams we work with."
RPA and Process Mining Manager - Telecoms
"We consider that human qualities as well as technical and functional skills are three of the fundamentals that guarantee the success of a BI project, and our feedback on this level is positive."
IT Manager, Finance Department - Pharmaceutical Laboratory
"A great ability to listen that translates into adaptability and responsiveness to meet the need perfectly".
Employee Services Manager - Agrifood Group
"Always ready, always a force to be reckoned with and a super pleasant relationship!"
Director of Innovation, Projects & IS - Public transport operator