Case Studies

The Business Challenge

A major pharmaceutical company needed to simplify the sales rep technology experience (specifically their SFA tool) to better allow their reps to focus on the customers. They also needed a communications plan that would ensure that the technology improvements would be effective and adopted.

Solution

MISI traveled to the sales reps to observe their interaction with their SFA tools in the field. Based on the findings MISI made recommendations to simplify the experience and helped develop dramatically different training materials. MISI also created an email communications campaign to roll out the changes to the force.

Outcome

As a result of MISI’s work, the client saw the adoption rate jump to over 80%. The changes to the interface itself resulted in a reduction in the number of required clicks to view customer data from 31 to an avg. of 3, which helped the reps prepare more efficiently for sales calls. Finally, the training material developed eliminated the need to take the reps out of the field for training and resulted in a high level of sales-rep satisfaction.