Field Management Ireland

“Although our field sales team were doing brilliantly, our processes were holding us back – we needed a system that would help us become more efficient and provide a better service to our clients. We would definitely recommend PSI to other businesses working in field sales. It’s easy to use, and all of the ‘heavy lifting’ is performed at the backend so your field agents can get on with their jobs – selling more subscriptions.”

Overview

Founded in 1995, FMI is the leading provider of outsourced sales solutions to business across Northern Ireland and the Republic of Ireland. They currently employ 60 full time employees at their head office, and maintain a network supplying 100 field sales professionals to Electric Ireland, driving door-to-door sales of their energy services.

The Problem

  • Post-sale paperwork delivered by post, adding significant delays to sales times
  • Slow processing of new sales by accounts team
  • Data on paper sign-up forms frequently captured or transcribed incorrectly

FMI’s field sales representatives are responsible for visiting houses across Ireland, encouraging householders to switch energy providers. At the start of the Electric Ireland contract, assigning jobs to the field reps was relatively easy – they were each issued a batch of contacts records each morning, and they would work their way through the list.

The problems began once the client had signed the paperwork agreeing to a change of electricity provider. Many of the reps would send the paperwork by post, adding at least a day to the process as head office waited for the completed forms to be returned. There were similar delays if the field agent faxed the paperwork through after 4pm because it simply would not be processed by the accounts team at head office until the following day.

These delays were further compounded when it cam to processing handwritten paperwork. The head office team, led by Kevin Teers, found that the data captured on the sign-up forms was frequently captured or transcribed incorrectly;

“Something as simple as indistinct handwriting caused us major problems when processing paperwork. We then had to expend even more time and energy trying to chase up the correct information – a needless waste of time and money.”

“So although our field sales team were doing brilliantly, our processes were holding us back – we needed a system that would help us become more efficient and provide a better service to our clients.”

The Solution

PSI’s Fusion Pulse mobile app allows the FMI head office to send contact lists direct to field sales operatives’ tablet/smartphone. The same app is then used to capture the customer’s data and uploaded directly to Fusion Core – the main accounts system at head office.

“We were instantly able to do away with the legacy paper-based system and all the associated problems. Which was great for me particularly – before PSI was deployed I had to process the physical paperwork”.

Outcomes

  • Instant upload of data means the transfer of utilities provider can be complete in 30 mins, compared to 24+ hours
  • Improved communication time between FMI head office and field agents
  • Significant reduction in data errors resulting from paper form filing

The move to instant data capture using PSI has greatly increased the efficiency of back office operations for the Electric Ireland account. Instant upload of data means that agents can begin the transfer of utilities provider in as little as thirty minutes, greatly improving the service they can offer to clients. In the event that there is a problem locally, head office can deploy updated work plans within a few minutes. There is never any wasted days for the field agents, who can adjust their schedule accordingly. The PSI system has also helped to reduce the instances of data errors. By having field agents collect data on site, and enter it directly into the backend systems, the margin for error has been reduced.

“We don’t have any more problems reading our field agent’s handwriting for starters. So there’s much less chance of it being transcribed incorrectly.”

Exploiting mobile technologies has had some unexpected benefits too:

“We had an agent accused of fraudulent activity recently, and PSI allowed us to provide a conclusive resolution. Using the geotagging features built into the PSI mobile client helped us prove where the agent in question was at the time of the alleged infringement. Happily we were able to clear him of any wrongdoing, because we managed to avoid upsetting a client and firing a valuable employee.”

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Eir

“The PSI platform was an instant improvement, not only are our reps better equipped, but I now have instant insight into sales. I can see which bundles are selling well, which regions are hitting their targets and the progress of orders. All in real time. Ultimately using PSI has helped us reduce the cost of each sale.”

Overview

Founded in 1999, Eir is Ireland’s largest telecommunications operator. Their extensive portfolio of includes mobile, landline and broadband telecoms services for residential and business customers.

Working in partnership with an outsourced marketing and sales organisation, Eir operate a network of 70 field sales reps, across six geographic regions. The team have been using PSI to manage their sales interactions since 2010.

The Problem

  • Paper forms took 24 to 48 hours to arrive back at head office
  • Customers had to be re-verified by phone once the paperwork arrived at head office
  • Sales process was time intensive, costly and prone to error

The field sales team is responsible for converting leads and signing up new residential customers to one of Eir’s telecoms packages. The six regional managers would assign a batch of leads to their team, and each rep would make a house call to complete the relevant paperwork.

The paper-based application was relatively quick to complete while on site, but the process slowed to a crawl as soon as the rep left the customer’s house. Forms took 24 to 48 hours to arrive back at head office — an unacceptable delay for customers expecting their new telecoms service to begin quickly.

There were further complications when it came to processing direct debit details. Although customers completed the relevant details as part of the sign-up process, they would have to be re-verified by phone once the paperwork arrived at head office. The entire process was time intensive, costly and prone to error as information was entered into Eir Billing, the contract management platform used to track customer contracts and accounts.

The Solution

Deciding that the paper-based system was preventing the field sales team from achieving maximum productivity, a management decision was taken to replace it with an electronic equivalent — PSI. Issued with Samsung Galaxy Tab tablets, Eir reps now have instant access to survey and sales tools, giving them everything they need to close more deals.

Outcomes

  • Connection lead time reduced from 48+ hours to 25 minutes
  • Significant reduction in data error rates
  • Significant reduction in customer outreach due to missing or incorrect data
  • Customers are better protected due to payment details being collected digitally
  • 15-20% increase in daily targets

The PSI toolkit has help Eir achieve their initial goal — to speed up the customer onboarding process — and delivered a number of additional benefits in the process. Data is more accurate and more transparent, allowing the sales team to monitor performance and enact improvements in real time.

The Eir field sales team is also better equipped to meet the needs of their customers, thanks to instant access to training materials and documentation. If they have a 3G mobile signal, they can upskill themselves, improving their chances of closing more deals.


“The PSI platform was an instant improvement. Not only are our reps better equipped, but I now have instant insight into sales. I can see which bundles are selling well, which regions are hitting their targets and the progress of orders. All in real time. The simplicity of the system should not be ignored either. The PSI interface is simple, data is easily accessible, and the customer sign-up wizard straightforward. This means that our reps can give more of their attention to clients, further smoothing the sales process and raising the quality of service we give them.”

– Mark Higgins, Head of Field & Affiliate Sales

Book a Consultation

Looking for more information or interested in organising a demo? Click the button below to book a meeting with a PSI representative.

Contact Sales