Our client wanted to identify the pinch points within their customer journey to understand why leads weren’t converted to sales.
Whilst their sales force was continuing to generate a high volume of leads, sales conversion needed improvement.
Insitas mapped out the journey touchpoints and identified the weaknesses at each one.
The value of staff contact was qualified and its role and impact throughout the process was established.
By drawing on national and regional performance, we identified intra-company differences so internal best practices could be implemented.
Our client used the insight to initiate a range of tactical and strategic solutions which included a ‘quick win’ from sharing best practice internally, through to additional administrative resource to support appointment setting, improved training and a review of finance options.