Introduction new service delivery concepts

Breakthrough: As part of the transition to an effective Go-To-Market strategy per customer segment, the legal division of a major information provider in the Netherlands implemented new service delivery concepts. These concepts aimed to reflect the current and future value of customers and prospects. The goal was to increase market pressure while significantly reducing the relatively high sales costs associated with visits from account managers. The information service provider also sought to improve the measurability of sales efforts and results to gain better control over operations and enable faster adjustments. This goal was achieved through the introduction of telesales teams responsible for sales and account management in the middle and lower segments. Simultaneously, the online sales channel was strengthened. The sales teams were supported by improved sales dashboards, virtual meeting rooms, and other tools.

Impact: Customer coverage in the targeted customer segments increased from 40% to 70% in the first 6 months following the introduction of telesales teams, achieving significant cost savings. The portfolio value of customers served through the more efficient telesales channel is substantial and increasing. Real-time dashboards track metrics such as the number of calls per day and the sales team’s progress, displayed on screens for all to see. This enables professionals to monitor both individual and team performance and make necessary adjustments quickly. The successful implementation in the Netherlands has been replicated in other European countries where the legal division of the information provider operates, with employees having access to a specific Go-To-Market Playbook.