Sparsh initiated the engagement by deploying resources at the client's premises. Following a phase-wise transition approach Sparsh's team began by managing customer queries. In the second phase, the team moved to up-selling and cross-selling of products. The final transition involved following up with dealers to ensure that the sale goes through.
To link the customer and dealer requirements, Sparsh has developed a customized Customer Relationship Management (CRM) tool for the client after a thorough understanding of the client's "As-Is" process. Sparsh is also responsible for maintaining the CRM on an ongoing basis.
The phase-wise transition approach has helped us build a team with extensive experience in technical sales and service. Sparsh has also developed a client-specific training module which captures FAQs and potential methods to improve quality and generate sales. To optimize operations, multiple process improvement projects were initiated and Sparsh's proprietary FISH methodology was used for performance management. Our FISH methodology drives all our measurement focus on Quality, Results, Productivity and Improvements. Through the "FISH" methodology, Sparsh aims to monitor and track primary dependencies that affect the performance for a process.
Sparsh meets all the quality benchmarks set by the client for all its partners in the Asia Pacific Region.
Currently, Sparsh is the one point of contact for all of the client's media, online and promotional campaigns across India. Sparsh is also responsible for analyzing and reporting MIS's across all promotional and research initiatives.
Impacts Delivered
Sparsh' understanding and extensive experience helped deliver the following impacts to the client-
- Sales productivity per desk doubled each year
- Management of nearly 75,000 customer calls per month
- Support for sales generation, generated sales revenues of over Rs 25 Crores
- Tripled the staffing requirements in the last three years of operations
- Functions as the single point of contact for all media, online and promotional campaigns across India
- Improvements in quality by consistently meeting the quality benchmarks set for all the client's partners in the Asia Pacific Region
- Thorough analysis and reporting for all of the client's promotional and research initiatives
