Introduction
DANA Corp faced significant challenges in its Tech Support and Sales departments. With a 50-person team, they struggled with inefficiencies that led to poor customer satisfaction and revenue losses:
- Average ticket response time: 2 days
- High churn rate: 14% due to ineffective chat support
- Low sales closing rate: 0.4%
PIVA was brought in to analyze, optimize, and empower their team through targeted Life Coaching and structured training programs.
Challenges Identified
After onboarding, we conducted a thorough analysis of DANA Corp’s operations, including:
- Evaluating Business Structure: Understanding internal workflows and pain points.
- Extracting Data Reports: Using phone system analytics and CRM reports to identify trends.
- Assessing Team Capabilities: Conducting skill-based testing to determine strengths and weaknesses.
- Role Reassignment: Reorganizing employees between Tech Support and Sales based on aptitude.
Our Approach & Implementation
1. Team Optimization & Reallocation
- Identified tech-savvy employees better suited for Sales Engineering roles.
- Moved underperforming Sales reps to Tech Support where they excelled.
- Balanced the team structure to maximize efficiency and collaboration.
2. Customized Training & Life Coaching
- Designed a 3-month coaching plan with clear performance benchmarks.
- Conducted on-site and remote training sessions.
- Focused on communication skills, problem-solving, and customer engagement techniques.
- Created personalized growth metrics for each employee.
3. Process Optimization & CRM Enhancements
- Refined workflows within the CRM to streamline operations.
- Created easier-to-read reports and key performance indicators (KPIs).
- Introduced automated tracking for faster response times.
Results After 6 Months
- Team size optimized to 21 highly skilled employees.
- Churn rate reduced from 14% to 1.5%.
- Average ticket response time dropped from 2 days to 15 minutes.
- Issue resolution time decreased to less than an hour.
- Sales process restructured:
- Sales openers identified and trained to engage customers.
- Tech Support acted as Sales Engineers to provide expert advice.
- Dedicated Sales closers focused on contract finalization.
- Sales closing rate improved from 0.4% to 3.5%.
Conclusion
Through strategic team restructuring, targeted life coaching, and process automation, PIVA successfully transformed DANA Corp’s operations. Our approach optimized performance, reduced churn, accelerated ticket resolution, and significantly boosted sales conversions.
Is your company facing similar challenges?