Notes from Ted
Ted Gannan, CEO of Panviva
Welcome to the second edition of "To The Point." 

Here, we focus on one of your most critical revenue generating assets: sales and customer service personnel. And like other employees, their adoption of business systems and processes impacts your bottom-line as well.

Below, we present two examples of how EPSS can improve sales and customer service levels while increasing adoption of systems and processes.  These case studies focus on two large, diverse, and global organizations: HP and Reuters. Both companies support greater employee performance with sales tools, CRM, provisioning systems, company processes and product knowledge bases. They do this by delivering the right documentation at the "moment of need" to maximize efficiency and enhance customer interactions.

Solution Corner
Front-Line Support & Performance - The Challenge of Change
Changing processes for selling to or serving customers? Consolidating IT sales tools? Introducing a new CRM? Training agents on complex systems or products? These are some common challenges for organizations in building competence and productivity with front-line employees. There's always so much for them to know, as well as do. Below are two perspectives that demonstrate how one company has met the special knowledge needs of sales and service employees.

HP Webinar
HP recently delivered an outstanding presentation, describing how its performance support strategy reduced training times and improved adoption of its new CRM (Siebel) implementation for its global sales and service workforce. View the recording.

Bersin Case Study
This thoughtful case study provides the perspective of a leading analyst about on-demand learning and a review of lessons learned from HP's performance support implementation. Download

Product News
New Ways to Keep Front-Line Workers Up To Date
Keeping up to date can be challenging in large organizations with numerous processes, multiple business systems and tools, and many product or service offerings. And for those employees communicating directly with customers - it is especially critical to stay current. SupportPoint now further assists change management with the enhancement of its bulletin board capabilities and the addition of a new change notification push feature. 
 

Event Presentation
Webinar by Global Head of Learning, Reuters
Replay our recent web event with Charles Jennings, Global Head of Learning at Reuters. Charles gave a compelling account of how Reuters met the training and business challenges of its worldwide customer service operations in the areas of order management, provisioning and billing. Charles also reviewed some of the latest research in the area of informal learning and provided a thought-provoking perspective on supporting greater competency and productivity for front-line employees. Click below to register and replay the event: 

                             Link to Reuters Webinar Recording

More Resources
View addtional white papers, case studies, and presentations in our Resource Center.