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overview introduction benefits technology | |
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The Field Response Portal automates the process of
receiving and responding to issues and requests from a worldwide field
sales organization. PROBLEM Today, product-marketing managers receive a constant stream of issues and requests from their sales force, typically via email and voice mail. This is an inefficient process for both sales and marketing. Sales personnel typically waste 10-30% of their time submitting issues, lobbying for action, and following up to check status. This is time taken away from selling. Likewise, product marketing managers typically spend 20- 40% of their time trying to respond to field issues one by one. This is time taken away from valuable, strategic initiatives. More importantly, the lack of a process leads to slow, haphazard responses and missed revenue opportunities. SOLUTION The Field Response Portal provides a closed-loop process for submitting, consolidating, prioritizing, and responding to issues and requests from field sales. It lowers the cost and overhead of supporting the field while improving the quality and speed of response. Sales personnel can submit issues at any time that are automatically routed to the appropriate person, and they can track the status easily via a "My Issues" page. For product marketing, the "laundry list" of incoming issues is automatically consolidated using ListenPoint's Natural Language Processing (NLP) Matching Engine. This allows managers to easily collaborate or send updates to all the people that submitted the same issue. Closed issues become part of a self-service knowledge base for the Field, giving them immediate information on issues that have already been resolved. BENEFITS Faster response to field and customer needs Since issues are automatically consolidated, prioritized, and distributed, managers can respond more quickly to the most critical issues. Empower sales force with real-time product information Instead of wondering what's going on, field sales personnel can check the status of their issues at any time, run real-time reports on their accounts, and receive automatic notifications when issue status changes. Eliminate wasted field time Field sales personnel don't need to waste time chasing issues, lobbying for support, or tracking down the right owner. A web interface provides a simple, real-time mechanism for submitting and checking status on issues. Reduce field support costs by 50% Due to automatic consolidation and prioritization, marketing has fewer issues to analyze and respond to, and a mechanism to easily update everyone who is interested (versus sending emails one by one). Increase field satisfaction Field sales personnel know that their issue has been officially recorded and put in front of the right person. The ball is not dropped, the loop is closed, and unnecessary time delays are eliminated. |
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Click here to request a brochure or an online demonstration for the Product Issue Management application. |
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© 2000-2003 ListenPoint, Inc. |
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