Measuring market orientation of Muscle Pharm Corp. (MSLP:US) ISM - Investment library | Page 6
5. Informing relevant parties what have been done and how they can manage new process:
Finally, at the end of August 2013, a meeting was held where all sales people where invited, the
new process was explained and afterwards each sales advisor got support to set and test the new
process.
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Failure or success – What worked and what did not?
- Communication/Coordination with existing Sales Support Administration: Sales advisors
enjoyed having their own sales support administration team consisting of two people whose tasks were
to maintain and manage the related sales support documents and working infrastructure. However,
during the project, these two people were hardly informed about the ongoing project and were quite
surprised as some folders were renamed or newly structured which lead to serious confusion within the
support team.
+ Well-thought-out concept: According to the feedback received from the sales advisors, the
developed scope of the concept was truly focused on fulfilling the new needs of the sales advisors and
customers. It was also realizable within the set amount of time and simple to execute.
+ System configuration & implementation: Setting up the relevant logins, e-mail accounts,
administration of accesses within the cloud infrastructure went off without a hitch by collaborating with
the IT department.
- / + Sustainability: The new concept needs to prove if it is able to increase customer service on a
sustainable basis and that it will be used by the sales advisor as the new key tool within the daily
business.
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Options that could or should have been considered
Automation: Currently, the centralized inbox receiving all relevant data from various sources needs to
be checked by an employee on a daily basis. In addition the articles need to be stored manually in the
relevant folders. Unfortunately, this is time costly and a fully automated tool or fully integrated solution
could have been considered in concept planning in order to increase speed and efficiency.
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