Methodology "Identification of Problems and Growth Areas in the Sales and Service System: the advantages of a non-imitation approach"

Abstract

The authors present their methodology for sales and service system analysis for organizations with a branch network. The methodology has been successfully tested in 2023 and proves to be relevant.  Despite the digital transformation, particularly affecting the development of sales channels and the move to digital, branch networks continue to play a significant role in business. Classic sales channels and the branch network solve a multitude of problems. The success of the sales and service model depends on several factors, and a successful combination of all elements allows to develop and manage sales and service in the long term. The proposed methodology enables you to cost-effectively identify the current state, key challenges and growth opportunities of your sales and service system to optimize your operating model. The proposed methodology includes surveys of top managers, directors and branch employees, analysis of internal audit results and sales results, as well as an SMS survey of employees. The results obtained reveal the main problems that directly or indirectly influence sales results and service quality. On the basis of these data, we make recommendations to optimize the sales and service system and develop an action plan to improve sales and customer service quality.