Business Intelligence Part 3 - Measuring your business. From sales, delivery, and post-sales support

Business Intelligence Part 3 – Measuring your business. From sales, delivery, and post-sales support

-George Fassett

Date :- August 12, 2022

Companies make significant investments in their sales divisions. Unsurprisingly, there is a high level of pressure placed on sales representatives to generate results – yet they are unable to do it on their own initiative. The joint commitment and support of cross-functional teams, all working cooperatively toward the same objectives, are needed for efficient sales performance and management planning to be successful.

Sales Performance is defined as the ability of the sales team, both collective and individual, to be successful in selling operations; it is the ability to accomplish sales targets. When it comes to evaluating sales performance, a range of metrics may be used, contingent on the job and environment in which the salesperson works. Examples include customer retention rate, sales revenue, customer retention rate, and the percentage of gross new consumers. Sales operations spends less time answering queries and payment disputes from sales representatives and more time focusing on creating strategic value as a result of a decrease in payout mistakes and drill down capabilities for sales reps to examine specifics on exceptions, commissions, and adjustments. Sales compensation is processed in less time due to the use of standardized procedures and coherent, automated solutions, which decrease operational complexity.

Service delivery performance

At its most basic level, delivery performance refers to the company’s ability to fulfill order requests and offer consumers with items or services. The success of these operations is dependent on the ability of your teams to accomplish tasks in accordance with the conditions of delivery and within the confines of your functional capability.

These constraints include the assets, infrastructure, and technology you have at your disposal to ensure that the numerous delivery procedures involved in order fulfillment can continue to function smoothly and efficiently. Consequently, improving efficiency and quality is the only method to increase capacity without increasing the size of the facility. And, as a result, you will be more effective in your delivery of products or services to clients.

There are 4 major aspects that influence the efficiency with which service deliveries are made, this include:

Management of the supply chain: In order to maintain a steady provision of items to your clients, it is necessary to accurately predict demand.

Keeping track of inventories: Controlling how many items you have available for sale and delivery at any particular moment.

Timely delivery: Customers anticipate you to deliver their purchases in the quantities requested and within the set timeline when they make an order.

Prerequisites for transportation: Delivering goods on time means monitoring every facet of logistics, including shipment scope, driver’s presence and vehicle availability.

Post-Sales support

Providing excellent consumer service after a product purchase is known as “after-sales support,” however the term may be used interchangeably. It is possible for a manufacturer, retailer, or third-party provider to offer post sales service. Textbook examples of after-sale service include support for Training, warranty service, or repair and upgrade assistance. An enterprise’s operational plan may also include after-sales service.

The efficiency of after-sale service comes most often from back-office operations, while the efficacy of after-sale support is largely from front-office. In addition, a range of functional and analytical indexes that incorporate cash flow and quantitative metrics must be established in order to reflect the contribution of intangibles, such as human resources or customer happiness.

Justification for a company’s investment in customer support is essential for maximizing profits in existing customer relationships. To bridge the gap between corporate and support operational strategies and meet customer expectations, many firms are developing and implementing extensive service and support plans. The establishment of success criteria and key indicators is a critical component of the plan-development process. The most relevant KPIs for providing service and assistance to customers include support transaction volume, service delivery cost, support delivery channel, and customer satisfaction.

Stay tuned for the next part in this 6 part series breaking down each of our Business Intelligence Topics. Please post any feedback on the Mebuis LinkedIn page where we share daily thought leadership, business solutions, and discuss the latest in business and technology.

Business Advisors focused on Leadership & Business Intelligence, Strategy & Change. Mebuis focuses on significant problem solving, strategies for remedy, and implementation for your business needs.