Best Practice Events & Site Visits

We facilitate site visits and best practice days, to share learning from our Award winners and finalists over the summer months, especially from the Transformation & Innovation Awards. This is another great opportunity to learn about the fantastic things that these organisations have achieved. These are interactive events to allow plenty of time for questions with key stakeholders in the transformation and networking with other delegates focussed on the same challenges. 

As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Due to the current situation, we are turning our Best Practice Site visits into a virtual experience. More information is available on each visit below. Just click on Read More.
 

Transforming Sales: Joining Together For The Customer At RS Components

Published on 02 July 2020

Transforming Sales: Joining Together For The Customer At RS Components

Virtual Site Visit, held on 2nd July 2020

Watch the recording of the Virtual Site Visit presentation.

Transforming sales: joining together for the customer at RS Components

See how sales opportunities doubled in a challenging market, by embracing customer service principles in sales and focussing on colleague engagement, proactive contact and value-add actions.

Summary 
A cultural transformation within sales at RS was supported by collaboration with the insight, planning and quality teams. By focussing on what is important to customers and colleagues, the sales teams evolved to meet the needs of a changing marketplace. Colleague feedback and engagement played a crucial role in this, adapting established best practice for customer service to help colleagues succeed in sales. Sales opportunities doubled, a 200% increase in the types that were most effective. As a result, turnover grew 5% and customer Net Promoter (NPS) & Net Easy (NES) scores each rose by 20 points. Significantly, this new operating model provides the benefits of personal client relationships, while bringing in a more centralised function, driving efficiencies and refocussing resources on value adding roles and activities. 

Results 

  • Saved £410k with positive attrition (reinvested in BDM roles) 
  • 5% increase in turnover in a challenging marketplace 
  • NPS & NES (effort) scores up 20 points from mid 50s 
  • 3 fold increase in proactive outbound contact. 

This story is of value to anybody who is new to planning, quality and insight and looking to demonstrate the value and see how this can be deployed. It also demonstrates how the principles we use in our contact centres can be transferred to other areas in our businesses that are not traditionally planned and supported.

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As a member, you are not on your own but part of a community with others facing many similar challenges. We are here to help you to make a tangible impact in your organisation and show how developing the capability of each specialist professional function is fundamental to your business.

Book for one of our events to experience our exceptional community or get in touch to talk about how we can help you and your teams to be fully effective in adding value to your business. Email advice@theforum.social, call 0333 123 5960 or contact any of The Forum team


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