Compliance in a SFE Solution Implementation

Business Context

A pharma company approached us for the implementation of our SFE/CRM solution. We jointly worked with the company to reach expected compliance. The various challenges were overcome for a successful and fast implementation.

Challenges

• -User resistance to any new system. This becomes even higher if the company is transitioning from a manual to online reporting or when upgrading to a state-of-the-art solution. In this case, the company was moving from manual to online reporting.
• -It is not easy for all users to adapt to a new system immediately.
• -There might be some initial teething issues in the application that will need to be overcome.
• -Benefits are not always fully clear to the users, since many implementations tend to be top-down.

To achieve near 100% compliance in the pre-agreed time frame, the following were done:

• -A dedicated sales force admin (SFA) executive was designated by the client.
• -When the field users were finding any difficulties, immediate support was given by the SFA and us, so that they could continue to report. This was especially needed in the very initial phase.
• -The SFA understood the issues from the user point of view and gave prompt solutions. They even suggested some minor changes to us, which made it easier for the end users.
• -Live sessions through TeamViewer or similar tools were conducted to show users how to use the system, addressing any training shortcomings.
• -Work discipline was brought into the system to ensure that the entire salesforce does the reporting in the system.
• -Mail communication from the HO was sent where needed to speed up the process.
• -We solved any application-related issues within minimal turnaround time.
• -Auto/manual mails on key data were sent to the end users to help them appreciate the solution.
• -Auto-mail to managers on the status of reporting by their reporters was sent from our application, which helped improve compliance.
• -A group of end users, admins, and users was formed in one of the social networking tools. It was very useful for sharing problems/clarifications, providing resolutions, and getting confirmation. Solutions provided in the group helped others the next time they faced the same problem.

Benefits

A fast implementation will mean the company can reap the benefits of an SFE solution faster, thereby increasing the return on investment. Few key benefits are mentioned below:

• -Electronic reporting (mobile app) on everyday tasks.
• -Better enhanced communication.
• -Greater efficiency.
• -Improved analytical data and reporting.
• -Maximize upselling and cross-selling.
• -Optimized marketing.
• -Increased sales due to anticipating needs based on historic trends.
• -Identifying needs more effectively by understanding specific customer requirements.
• -Cross-selling of other products by highlighting and suggesting alternatives or enhancements.
• -Identifying which of your customers are profitable and which are not.