Context :
I was a part of the sales enablement team at Elasticrun. My responsibilities were to understand how the app of the elastic run works and how we can make sure the journey from a sales representative’s end was seamless and consistent. There were a lot of friction points that existed across the journey. The sales enablement team felt very unheard and lost, and the shop-keepers who were working with them had a lack of clarity on the offers and products that impacted a lot of things.
Objective :
Improve user experience
Improve upsellImprove agent-shopkeeper interaction.
Expected outcome:Better salesBetter adoption of offers and app interface.
Understanding the problem in depth:
To conduct my research, I began by defining the scope to better understand the problem. I first identified all the flows that existed in the current app, trying to understand and be part of the entire flow.
What is the current flow:
Step 1: Get onboarded
Step 2: Is assigned a certain area
Step 3: Has to visit the stores assigned to him in their specific area
Step 4: Pitch and suggest better flows and products for the users.
Step 5: Has to close sales and place an order.
I began by examining the flow that happens. I spoke to close to 100 Sales Agents and 30 Shopkeepers to do this. Each agent has a regional manager who maintains a log of an entire area. We aim to build a more integrated and effective source and flow in place.
After talking to all these users. I collated a few Insights:
The agents visit these stores once in 6 months rather than every month. This leads to a lot of issues when we look at it from a sales perspective.
The shopkeepers have a certain set of lists that they want to have a constant stock off, and are not aware of a lot of products. that exist and a lot of offers that we are currently running.
The relationship between the Shopkeeper and the org didn’t sit well across all the verticals and they felt a disconnected sense and this could only be overcome by establishing a mandatory visit and personal connect rule**.**