Learning Launch To Process Development In CRM

Challenge

I have been working at a global insurance company for seven years and I’ve been  managing   my organization’s sales department. We have  different  sales distrubiton channels that they  ask for various demands to us. Our challenge is to improve the process diagram on CRM  system.For example a branch/agency send to a task mail which contains a complex structure  and its content is unclear to our CRM system.  So , our operation team spends  a lot of time  for branch/agency’s task solution and operation team meets the demand too late. This fact  decreases our sales ratio day by day.

We will namely me and our supervisor of operation department focus on solution  problematic process and workflow diagram.

Selection

We and our  team have already used several design thinking tools, but we don’t have  sufficient time, so we must in a rush. That’s why we have been using the learning launch  tool. Learning lunch is an experiment tool that shows us the suitability of and ideas.

Application

First of all we focus on our CRM process structure and we have found some bottle necks in  process. The task emails have irrelevant details. On the other hand some task mails don’t  have necessary info. We have just decided to develop a new mail format that includes basic  information. Then we’ve  shared our new mail format to our branches/agenciesin the first  week that was our first our first learning lunch.  The only way that helps us to test the  learning lunch is the efficient feedbacks of our branches / agents. We have tested if the  working flow works properly or not.  Our team has visited a branch and listened their  opinions.  Next day we have shared another process  diagram that has new  aproaches. In  this case, the results seems good but we must calculate efficiency ratio . Additionally, we  sent a survey to our agencies/branches that includes key questiones about saticfaction.

The result of the survey has showed that branches/agencies are glad about our new email  format and their sales ratio  has increased.

Insight

When we choose  the learning launch tool, our team explaines  our assumptions.  Additionally, we would like to  improve our process , both our team and the key  agencies/branches internalize the priority of the workflow.

Approach

The learning launch add vision to our team. We have already gone through several design  thinking activities/tools. Next launch designs should reflect the flexibility and add new  visions. we will develop new metodology in our CRM system.


Learning Launch To Process Development In CRM Challenge I have been working at a global insurance company for seven years and I ’ve been managing my organization ’s sales department . We have different sales distrubiton channels that they ask for various demands to us . Our challenge is to improve the process diagram on CRM system . For example a branch / agency send to a task mail which contains a complex structure and its content is unclear to our CRM system . So , our operation team spends a lot of time for branch / agency ’s task solution and operation team meets the demand too late . This fact decreases our sales ratio day by day . We will namely me and our supervisor of operation department focus on solution problematic process and workflow diagram . Selection We and our team have already used several design thinking tools , but we do n’t have sufficient time , so we must in a rush . That ’s why we have been using the learning launch tool . Learning lunch is an experiment tool that shows us the suitability of and ideas . Application First of all we focus on our CRM process structure and we have found some bottle necks in process . The task emails have irrelevant details . On the other hand some task mails do n’t have necessary info . We have just decided to develop a new mail format that includes basic information . Then we ’ve shared our new mail format to our branches / agenciesin the first week that was our first our first learning lunch . The only way that helps us to test the learning lunch is the efficient feedbacks of our branches / agents . We have tested if the working flow works properly or not . Our team has visited a branch and listened their opinions . Next day we have shared another process diagram that has new aproaches . In this case , the results seems good but we must calculate efficiency ratio . Additionally , we sent a survey to our agencies / branches that includes key questiones about saticfaction . The result of the survey has showed that branches / agencies are glad about our new email format and their sales ratio has increased . Insight When we choose the learning launch tool , our team explaines our assumptions . Additionally , we would like to improve our process , both our team and the key agencies / branches internalize the priority of the workflow . Approach The learning launch add vision to our team . We have already gone through several design thinking activities / tools . Next launch designs should reflect the flexibility and add new visions . we will develop new metodology in our CRM system .