Upgrading a Sales Team Supervision System
DigitalMara upgraded an old-fashioned web application for supervising online sales activities.
About the client
Telecommunication company from the US
Our client is a telecommunication company based in the US with an extensive sales team. To assess the effectiveness of their work, managers use an internal supervision system. It's a web application with complexed infrustructure.
Challenge
As the team expanded and the technology became obsolete, the system could no longer meet modern business requirements. Managers couldn't assess and control processes effectively.
Approach
The client realized the web application they were using to supervise their digital sales team needed serious revision. The technology stack it was originally built upon no longer met the requirements or demands of the business.
As the client’s infrastructure evolved, the number of associated applications increased. Sales agents had to log into each of them individually in order to access a variety of tools. This not only sucked up their time, but it also complicated the supervisors’ job of keeping everyone and everything on track.
We thoroughly analyzed the old system and identified all bottlenecks. We assigned a dedicated team including 6 Software engineers and a Product manager.
Developed solution obtains the following key features:
- Authentication through SSO allowing agents to access all apps within the infrastructure by a single login.
- Customizable statistics view providing supervisors with a full picture of sales activities.
- Chat history to keep track of each agent’s communications with customers.
- Conversation view for supervisors to analyze the most and least effective communications.
- Data filters helping supervisors concentrate on the most relevant metrics.
- Agent assistance on chat usage enabled by connecting to a more experienced colleague when necessary.
- Alerting on statistics for supervisors to take action.
Results
The client received the following results:
- Supervisors see when each sales agent has logged onto the platform and all of its applications at once.
- The supervisory team can analyze sales activity down to granular details of customer communication. This allows managers to improve the model on a fundamental level, as well as each of its aspects independently.
- Statistical anomalies and anticipated statistical issues become visible to supervisors before they begin to inflict losses in revenue and cause other potential problems.
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