Learning Launch

Challenge

I work as part of a sales team in a web hosting company. My goal is to help my team connect to as many  customers who had visited our site with a purchase intention and help converting them into our  customers.  There is a tremendous increase in the number of people going online since lockdown and  the covid situation and hence there are fewer people and many people to call. We need to find out a  way to improve the pace and productivity.

Selection

I had the idea to use the learning launch tool. I hope that we can use this tool to find a solution quickly.  This is also the first time that we will try to practice a Design Thinking method.

Application

We meet and discuss what we should do or how we should proceed when a problem of the increase in  the number of calls. We all agreed that in such cases we need a "backup" that helps us in this kind of  situation, so that at least one person can be delegated to deal with the people who were checking lower  value products online. We have decided that we want to train a minimum of 5 people. The contact  person will always be the person on early shift. Finally, we have created a document with all the basic  queries and also made price sheets with all the possible prices for every product so that no one is  wasting any time unnecessarily.

Insight

We have partly achieved what we wanted to achieve. The people who are in the team and the extra  trained people could answer more calls than the team without backup before starting the experiment.  The only thing we didn't consider was that the people who helped us and were taken away from their  main teams were also missing and as a result there was more work in the other teams.

Approach

As it was, as I have mentioned, the first Design Thinking method we used, I think we learned a lot from  it. For the next time, we will have to think about the impact in other teams that our decisions will have.  The performance in other teams should not go down just to "save" our team performance.

