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Sales App

Achieve digital transformation in sales.

Purpose

To achieve digital transformation for sales teams. No more paperwork on printing, signing, scanning contracts or agreements. To Prevent manual mistakes like data input, losing documents, etc. Analytics / report on sales behavior for better decision making. Effective management control and painless transaction approval process.

Persona

SALES MANAGER
AGE 40-50 GENDER FEMALE

NEEDS

I would like keep track my teams performance, I need to order my colleauges to follow-up their clients application based on application status, such as pending for document re-submission, getting consent from client, etc. Demands faster way to review application.

PREFERENCES

Seeking for an easy way to manage her team. Effective inventory planning for special offer (welcome gift). Supervision of pending application. Demands higher collaboration.

PAIN POINTS

  • Lost / Stolen Devices may cause risk of Data Breaches.
  • How to limit the usage of the Sales tool device.
  • Limited collaboration.
  • Re-engage customers with application abanbonment or reminding user to submit all required document.

GOAL

  • Able to limit the usage of Sales Tool device.
  • Archieve higher collaboration on sales process.
  • Keep track of sales performance and having a glance of all application based on application status.
  • Improve conversion rate on re-engaged customers.
  • Easily evaluate sales performance.
SALES MANAGER
AGE 30-40 GENDER MALE

NEEDS

Supervision of application form access, guarantee that senitive information would not be copied or mishnandled for other purpose. Seeking a better solution for Fraud Detection.

PREFERENCES

Worried about privacy and security risk of paper application form. Wanted to monitor who accessing the application detail or searching user information from back-end. Wanted to protect customer privacy and protect their information. Need to deal with Compliance Department and Auditor.

PAIN POINTS

  • Security Issue caused by paper form.
  • Hampers working from home or out of office
  • Unable to review application in Real-time, unable to evaluate application status and correct employee's mistakes in seconds.

GOAL

  • Detailed Log for tracking who is accessing the application detail or customer information.
  • Masking sensitive information
  • Eliminate security and privacy issue caused by paper form.
FRONTLINE SALES
AGE 20-30 GENDER FEMALE

NEEDS

Looking for a solution to help me to memorize the business rules and nature of different services. Any sales should be able to help our client to submit document. Need to have an overview of customer existing application before the application begins.

PREFERENCES

Helping client to check different offers and possibility to compare different service plan. Possibility to cross-sell client with different service.

PAIN POINTS

  • Got to remember tons of rules of Special Offer, such as Student offer criteria and some offer may based on location. Instant reminder or warning if any application detail is missing or incomplete.
  • Need to due with "Gift Bandit" (People who keep registering new Credit Card, and then cancel the service once the welcome gift has been received)
  • Need to fill-in all the client information manually when cross-sell product.

GOALS

  • Complete the application as quickly as possible.
  • Business logic / offering mechanism handled by the Sales Tool.
  • Suggest/remove special offer based on applicant background.
  • Any sales with a Sales Tool device should be able to access customer's application and help them to submit document.
FRONTLINE SALES
AGE 20-30
GENDER FEMALE

NEEDS

I want to get my job done without bringing tons of papers back and forth. Able to find out existing application based on their ID, so we could help them to submit document. Tons of application paper form goes wasted if Terms and conditions is being updated. Client want to know the latest offer. Crosssell product need to copy the whole form.

PREFERENCES

Paper form is a real pain, there is tons of workload are caused by paper form, such as getting customer consent signature, replacing application form with latest Terms and condition, input application to system manually, etc. We always wanted to seal the deal with cross-sell products, but copying the whole application manually is very time consuming, customer may stop application process for this reason.

PAIN POINTS

  • Afraid of losing the Sales Team Device.
  • Paper form can be lost, incomplete or include wrong information.
  • Insufficient storage space for paper form.

GOALS

  • No more paper form.
  • Client be able to apply all the product they wanted in a single application without go through a time consuming process.
  • Close the deal as soon as possible.
CUSTOMER
AGE 30-40
GENDER MALE

NEEDS

I want to fill-in the application form as soon as possible. There is no way that I bringing documents like salaray proof and address proof on my daily life, I would like to submit document online or find any your staff nearby to help me do the job.

PREFERENCES

Make it easier to complete the application. Easy to compare the offering of each services. Convenience solution to submit document.

PAIN POINTS

  • Long application form, lots of fields to fill-in.
  • Re-submission of documents.

Key Findings

Sales might lost their device. The version may not sync on each devices. Limit user control on device like screen-capturing user information, using their iPad for other purpose, etc. User information protection. Cross-sales over different product while application but the required user information might different. Upload document process can be painful. Data recovery in the middle of application in case of different issue. Keep track of different application status for Follow-up action.

Solutions

Install Mobile-device-management profile on each sales devices, so we could limit user behavior and control application version each devices. Screen protection / auto-logout for idling. User may upload document and proceed application and the same time. User may switch over products during application and the application and validation rules will change accordingly. Electronic Signature for agreements. Staff can keep track their application status from dashboard and advanced search feature for follow-up.

The biggest opportunity for company has come by far in the digitalizeation of internal process.
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