Door-to-Door Sales Solution (Realtime D2D)
Overview
Realtime Results provides outsourced sales and customer support solutions that provide
high-value and efficient costs. Online sales and billing system solutions are where
we cut our teeth, and our teams bring years of experience and expertise to these
types of challenges. As a result of supporting the needs of door-to-door sales activities,
we identified a need for a robust sales solution that would enable companies to
capture the full opportunity of this sales channel.
The Client
Large cable service providers who operate door-to-door sales project with multiple
vendors in multiple states or regions.
The Challenge
Cable service providers have long used door-to-door sales tactics to generate new
connections. These programs often outstrip an organization’s ability to put the
processes and controls in place to keep the project on track for success. In addition,
they need a process to streamline the back office aspects of the sales effort and
reduce sales time at the customer’s door.
These companies need a better ability to capture market data on the street and a
sales tool that is easy enough to not overwhelm the sales reps in the field.
The Solution
Realtime Results developed a unique door-to-door sales solution that leveraged online
order tools, call center support and wireless handheld devices. The system has several
key components:
- Lead Management – Using the online dispatch component of the
system, clients are able to input, assign and manage all sales leads across multiple
in-house and outsourced sales teams and agents. Leads are assigned and then pushed
out to an inexpensive mobile phone assigned to each sales agent in the field.
- Field Sales Management – Using the handheld device, each sales
agent canvases their assigned leads and pursues sales. After each door knock, the
agent updates valuable sales disposition for each address (sales, competitive landscape,
customer reaction). This information is captured on the device and is transmitted
and retained in the online dispatch tool. As well, GPS location tracking is used
to confirm the point of sale. This serves as a valuable tool for mapping sales activities,
territories and fraud prevention. As well, the mobile phone is used to submit requests
to verify the customer’s credit status and product eligibility. Responses to these
requests are returned in minutes wirelessly to the device.
- Order Processing – Once a customer is qualified, the sales agent
captures all sales information on the mobile phone and that information is transmitted
to a Realtime Results order processing center where an agent processes the order.
Once submitted, the sales agent is free to leave the house and continue their sales
activities. Once the order is processed, the Realtime agent contacts the customer
to confirm services and deal with any additional support needs.
- Reporting and Compensation – Because all orders are transmitted
through the system, the client is able to view a comprehensive view of all sales
activity by sales area, by vendor or partner and by sales agent. This tool then
allows for the coordination of commission payments and activity reporting.
As a result of the Realtime D2D solution clients benefit from a host of positive
results including:
- Increased sales due to a reduction in time at the door.
- Reduced call center costs due to a reduction in call time and order processing
time.
- Reduced fraud through leveraging the GPS, location-based features of the tool.
- Improved customer experience.