PROFILE

Customer : A very large format retailer with 1,500 strong salesforce

Location : Middle East

Industry : Multi-product, multi-brand retailer

Profile : A very large format retail operator with a global reputation for delivering retail efficiency. The retailer operates in a highly competitive environment with over 40 big box retail touch points

CHALLENGE

The client, wanted to build a reputation of delivering customer engagement and experience and hence wanted its sales staff to be fully equipped with product and category knowledge.

The technology section salesforce lacked knowledge to deal with customers and also were unable to apply generic soft skills to specific product selling situation especially when customers were becoming more and more knowledgeable.

The client felt continuous knowledge upgradation was the only means to achieve this.

SOLUTION

We developed and deployed a unique 3600 knowledge management practice to enable the retail salesforce in delivering right customer engagement and experience
We developed a well researched and curated content for several technology and appliances categories that are Gen Y/Z friendly.

We measured the TRANSFER of knowledge, created RETENTION techniques, developed Sales aid tools to USE the knowledge and through portal mechanism, ENHANCED the knowledge continuously.

Our knowledge measuring tool also gave a periodic assessment of knowledge levels with the workforce.

IMPACT

The client now maintains a knowledgeable workforce that delivers TRUE customer engagement and experience.

Use of retention tools and sales aid tools are seen GenY friendly and proven ways to delver results

The retailer has constantly scored very high (by in-house and third party survey) on CS index.

Newly hired employees become productive much faster.

Detected deterioration of knowledge as a function of sales and corrective actions performed.

Over all sales increase achieved Y-o-Y.