Mobile Enablement of Field Force
Optional after-thought to mandatory default
Mobile Enablement of Field Force
Optional after-thought to mandatory default
Mobile Field Force Enablement: What changed over the year
As the year 2020 progressed, companies changed their enablement priorities. Unlike the gradual progress of the year, the changes were pretty dramatic, based on regulations and lockdowns.
As companies changed the priorities, we worked with them on their tech feature, content, and scale requirements – to keep up with their changing requirements. That story is for another day.
Content development: It’s video, it’s agile
Content development: It’s video, it’s agile
Earlier it was SCORM 1.2 based courses. Typical courses take one month to develop. The course was of 25-30 minute duration. Training was once in a fortnight.
Now, videos are the main content format for engagement and training. Line managers and product managers are shooting quick videos and are uploading. It is typically 7-10 minute duration. The new paradigm: Train every day. React to field changes fast. Content just in time.
Agility in aligning the field is the name of the game.
Training topics focus on new age selling skills
Training topics focus on new age selling skills
Companies blend a mix of company specific trainings and generic trainings. What are the generic trainings that are popular? They are:
Google My Business, Shine in virtual meetings, Empathy, Phone selling skills, online selling skills, Mental Health, Resilience, Tech Success Mantras, Customer Experience, Customer Retention.
Companies are focusing on skilling up the team on requirements of the new age.
Generic training topics address new concerns like resilience, technology and customer experience.
Processes that can go online, have gone online
Processes that can go online, have gone online
Companies are putting in new online in place. Where processes existed, they are bringing in new tools and features to make the administration easier.
The new processes include:
The fact remains that the physical store will continue to play an important part. In a study conducted by Time trade between offline and online; an item available in both of them,
Field managers are using new metrics for faster decision making
Field managers are using new metrics for faster decision making
What new metrics are they looking at?
Sales Managers want quick access dashboards to be able to drive actions faster. They want dashboards for conventional metrics like sales, product mix and customer meetings.
Besides, they want metrics on whole new areas that have become important in the new age.
Engagement is now more frequent and is online
Engagement is now more frequent and is online
Team engagement was primarily an offline activity for most field force teams before the pandemic. Now, engagement is predominantly online. From twice a quarter, now it is twice a month. What are the types of engagement?
No customer left behind
No customer left behind
Companies have realized two unalienable truths:
Existing customers are worth their weight in gold – retain them
Every lead, every lead is very critical in this environment
Actions companies are taking towards better lead management
To accelerate pipelines, companies are:
So the solution to good store experience is very simple – keep your employees equipped and happy
Set up 2021 for growth. Build learning, flexibility, visibility, and engagement with your field force.
Run a free pilot of the Bsharp app until March 31st. Observe the impact.
