Your sales forces went through this really intense sales training, but when the rubber meets the road and they are in the field, there are many questions product sales or other business aspect. As part of sales forces effectiveness and performance support, your subject matter experts have to answer those questions. This is where sales force automation support comes into play.<\/span><\/p>\n There has to be an effective way to handle those queries, without burdening your subject matter experts \/ trainers, which then leads to a more smoother sales process. Also there is huge value in analyzing the root cause of these queries.<\/span><\/p>\n At times, these queries have its origin in the sales training process (ILT or LMS eLearnings). Consequently, these queries can be due to changing dynamics of the industry. Newer regulation recently enforced, recent changes in product which happened post training. Hence, it needs a knowledge update. <\/span><\/p>\n Having worked with a large number of organization to solve the training and performance support problem. More specifically, there is on large UK based insurance company, with a huge fleet on street, the process of engaging with them inspired us to look closely at this query management problem.<\/span><\/p>\n Depending on how an organization does query management determines what knowledge management \u201cera\u201d your organization lies in. The more advanced the era, smoother is the flow.<\/span><\/p>\n These organizations are marked with exhausted subject matter experts \/ trainers. They battle between managing daily work and managing incoming query over email \/phone. Most of the queries are FAQ, which leads to repeated work.<\/span><\/p>\n Since all the queries land into emails it becomes a search hell and it quickly leads to situations where the complain like \u201cSME is not responding back to us in time\u201d start to emerge.<\/span><\/p>\n Moreover, responding over phone call is even worse given the contact time of such calls, as it has its upper limit. <\/span><\/p>\n Typically, there are very less upsides to being in this state. <\/span><\/p>\n Organization now has query management system, that makes it easy to manage the incoming queries. <\/span><\/p>\n Sales agents ask a query using their computer \/ mobile, this query is logged into the QMS system. This allows proper load balancing to happens for the subject matter expert (SME), as it allows any available SME to work on the queries as required. <\/span><\/p>\n SME is able to answer the query more effectively, sometimes by copying curated response of frequently asked question. <\/span><\/p>\n1 Stone Age Era : Uses Emails \/ Phones as support channel<\/span><\/h2>\n
2 Medieval Era : Has Query Management System (QMS)<\/span><\/h2>\n