Enhancing Sales Opportunities:
A division of a Fortune 50 health and well-being company asked Mobius to conduct a process performance assessment and identify subsequent opportunities for improvement within their business to business sales and service center. Primary emphasis was upon identifying additional sales opportunities and the associated requirements to ensure their successful implementation and on-going management. Additionally, the client sought to enhance the overall effectiveness and performance of the center.
Data collection methods for the assessment phase ranged from interviews with staff directly involved in current sales and service processes to external brokers. Sales and service level data, training materials, staffing level and scheduling philosophies, workflow analysis and other key information was also analyzed.
Upon completion of the assessment, improvement strategies were identified and a detailed implementation plan was developed. The plan identified tasks specifically related to increasing effectiveness and efficiency, as well as those associated with deploying change management activities to support the implementation’s success.
The work effort led to increased process performance through, among other things, reduced key cycle times and improved quality of service. Identification of additional sales opportunities and design of the processes and infrastructure to support these contributed to the center’s ability to increase revenues. Recommended adjustments to staffing models and philosophies laid the groundwork for an increase in overall morale.