Empowering a Sales Force

Empowering a Sales Force

CHALLENGE
As part of a major sales transformation, a global IT services provider wanted to redefine its customer targeting and engagement processes, and provide the sales force with improved sales support systems. The company’s sales reps were well equipped to sell large deals but often struggled to close smaller, higher-velocity deals because of inconsistent qualification and sales approaches. The company also was looking to reverse a downward year-over-year sales trend with its largest accounts.

SOLUTION
ZS got to work creating a closed-loop feedback mechanism to deliver relevant and timely customer insights, and developed processes to qualify customers and shape deals. We designed a sales support operating model that provided differentiated pursuit support and resourcing based on different types of deals. ZS also designed the new sales execution processes required to implement the customer engagement model, and calculated the sales force capacity required to achieve the company’s revenue goals with its new operating model.

THE ZS IMPACT
The new qualification process increased the company’s win rate by 25%—bringing it up to 65%—for qualified customers while the company’s renewal rates improved by 5%. ZS helped improve customer experience through well-defined accountabilities by role at each step of the sales process and provided differential service based on customer segments. Moreover, we reduced the company’s sales force cost with our newly developed Operations Centers of Excellence and by shifting appropriate activities to a lower-cost center.