NU6-3 - BB WHAT PISSES YOU OFF IN THE OFFICE / WHAT DO YOU THINK MUST BE DONE?

WHAT PISSES YOU OFF IN THE OFFICE / WHAT DO YOU THINK MUST BE DONE?

By S070006

Working with HP, it has helped me gain a lot of exposure dealing with enterprise customers focusing on a post sales support.  The scope of my responsibility is to ensure all commitments sold to our clients are delivered base from their expectations.  Our performance is being measured from overall deliveries and customer satisfaction.

Most of the challenges we encounter are when customers expects more than what is sold to them.  Somehow we can provide value added services to maintain and increase our relationship with our clients but most of the time, all of the mis-alignment are contributed to wrong scoping of customer requirements therefore solution delivered is not 100% as expected by our customers.

My idea is to improve the process from the pre-selling stage up to delivering the services to the client already.  This is what I call, End to End services.  This will help us dwell away from traditional selling which most of our Sales are doing

To help me understand the process, I need to know what is the existing and being practiced by our Sales/Presales.  From what I got, this is the simple process being followed

This is a straight forward approach wherein our sales are engaged with our clients and try to understand their needs.  From there, all requirements are submitted to our presales for them to conceptualize the solution that will be proposed to the customer.  Once customer accepts, TS Delivery will perform the activity and that it.  Somehow, this process always stumbles to reconfiguration since customer would see that solution is not actually what they expect. Therefore, the our margins would be lowered down and as such, our cost would be a lot more than the revenue.

Now the proposed process that I have would look like this.

This process would entail more interactions between all stakeholders (Sales, Presales and TS Delivery).  Every proposed solution will be validated both with the customers and Presales/TS Delivery, once customer accepts the proposal, then Presales would finalize the solution and validated by TS Delivery.  TS Delivery will then implement the solution.

The value add of this new process would mean, quicker TAT on project implementations and achieve expected revenues of the company.  On the delivery side, post support would be a lot easier to deliver since customer is getting what has been expected and sold.

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