Author: Aishwarya Ravindran

Business Requirement

Verizon’s HR function was looking for a holistic training program that would ensure the mental and physical well being of their workforce during the lockdown phase. Working in silos at home, limited face to face interaction and the general covid environment had adversely impacted employee morale, productivity and the overall organizational climate. The ecosystem was in dire need of a shift in perspective which would have a positive impact on the teams and encourage them to come together and face the difficult times. Leadership looked to establish a new working order that would yield positive outcomes at work and improve employee engagement, collaboration and morale.

Our Proposed Solution

Program Format

Designed a weekly Intervention for 6 weeks with workshops that were facilitated around key themes impacting through, behaviour and action. The workshops were 3 hours in duration and served as an immersive and engaging experience.

Course Content:

• STARTING WITH YOU – (Intent Setting) – Establish the baseline defining the most authentic version of you
• KNOWING YOU – (Self Awareness) – Acknowledge, Accept and Build a better understanding of self
• EVERYDAY YOU – (Habit Forming) – Build a constructive daily routine that adds value to your overall well being
• CONNECTING YOU (Mindfulness) – Empower yourself with tools to cultivate focus and calm while being in the present
• BUILDING YOU – (Physical Well Being) – Connect Mind, Body and Breath Looking beyond the traditional workout regime

Key Outcomes/Benefits:

• Build awareness of self
• Foster Collaboration
• Build Resilience
• Forge Clarity of thought
• Facilitate better communication
• Shape leadership thinking
• Equip teams with tools and aids that propel consistent action toward key goals
• Help professionals work on their development areas

Client Brief

Business Unit leads and the Learning and Development function felt the need for young talent to not just build their technical competence, but also invest time in gaining a Better understanding of themselves that would lay the foundation of their professional growth. There was a need to build communication channels between , dissolve inherent barriers in themselves and their notions of others to effectively work towards common goals and project milestones. The ability to effectively tackle conflict, build resilience in tough times and work in a manner that leverages their strengths and enables them to work on their development goals were key areas of focus for the leadership .

Program Design

Program Format

Designed a monthly Intervention for a quarter with workshops that were facilitated around key themes impacting through, behaviour and action. The workshops were half a day in duration and served as an immersive and engaging experience. Participants were introduced to key concepts and tools and aids that would empower them to build a better understanding of themselves over time, track their progress and engage in a continuous improvement exercise. A Manager Orientation program was also conducted for leaders to understand the key elements of the program and their resultant impact on the individuals and the teams they are part of Refresher Session were facilitated in order to provide further clarity and address queries.

Course Content:

• CLARITY – Self Awareness, Beliefs, Self Acceptance
• COMMUNICATION – Clarity, Listening, Connection
• CONTROL – Emotional Regulation

Key Outcomes/Benefits:

• Build a better understanding of self
• Improve mental well being
• Foster belonging and team spirit
• Build mental and physical resilience
• Equip teams to handle isolation and varied communication formats
• Inculcate a culture of learning and consistent action towards individual and team goals.

Industry

Manufacturing

Location

India

Business Requirement

The presence of Sales teams across various cities in India and varying nature of customer and product profiles made it imperative for this manufacturing entity to invest in a CRM that would manage customer interactions and enable effective reporting.

While the CRM was selected, there was need to design the system in accordance with varied business requirements and also provide sales teams visibility to requisite information pertaining to their Clients at various stages. The transition from use of excel sheets to a consolidated system would ensure that information related to customers, products, projects, orders, projections, incentives and related finance information is available in one platform for reference and adequate follow up action.

Our Proposed Solution

The design of CRM included custom modules which enabled visibility to complete sales and product information, customer interactions, order tracking, product benchmarking, government empanelment status, project status, sales incentive information, invoice status amongst other variables.

As a result, various teams were able to work cohesively with each other with the provision of timely and complete information.

Further, increasing efficiency through automations and enhancements in the system increased accuracy and reduced turn around times of key activities. The presence of dashboards for team members and team leads ensured real time monitoring of key metrics empowering them to take requisite follow up action or undertake timely remediation measures.

This exercise enabled leadership to maximise revenue by taking adequate steps across various stages of the customer lifecycle to increase efficiency, provide visibility and extract meaningful insights.

Our Tech Stack

Zoho CRM Implementation

Key Outcomes/Benefits:

• Availability of customer and partner information
• Visibility to sales and projections pipeline, and incentive information
• Dashboards for Sales Teams and Leadership for continuous monitoring of key metrics
• Presence of a comprehensive repository related to Client and tender related documentation.
• Timely Revenue recognition due to improved collections
• Visibility to payment information for adequate follow ups

Industry

Professional Services – Law Firm

Location

United States

Business Requirement

The Law Firm catered to the Franchise Business and worked with several Franchisors to manage their paperwork and related administrative formalities with their franchisee network across various states in the United States.

Despite multiple tools in the tech stack, the organization failed to gain efficiency in operations which impacted turn around times, completeness, accuracy and timeliness of information to stakeholders and increased the extent of manual intervention.

There was also the absence of a consolidated platform that provided relevant information to Franchisors.

Our Proposed Solution

CRM Implementation

The design and development of CRM was aimed at gaining visibility to franchisor interaction across various stages of empanelment and ensure effective management of franchisees.

The use of a comprehensive CRM ensured effective reporting, efficiency in operations through automation of key workflows, timely access to information, reduced manual intervention and digital signing of contractual documents through a single system.

Custom Franchisor Portal

The development of Franchise Portal which was integrated with the CRM provided access to franchisors who could now view the empanelment status of each of the franchisees on a real time basis.

The internal teams updated franchisee information in the CRM which was automatically reflected in the portal. With the portal, annual renewals with state authorities was facilitated in an efficient and timely manner.

Our Tech Stack

Zoho One Modules – CRM, Creator, Forms and Analytics and Customer Portal.

Key Outcomes/Benefits:

• Consolidated platform for all franchise information
• Customer Analytics and reporting
• Automation of key workflows reducing turn around times for key activities
• Access for external stakeholders to a dashboard for timely access to information
• Real time updation of Franchisor – Franchisee contract status
• Reduced manual intervention