Sales Operations
Back Office Teams, Validations and Desk
Why would I need to consider Operations?
- Back Office and Validation teams are responsible for validating, resourcing and placing orders
- Desk Operational Teams can be the first point of contact for customers when they require support, and must therefore be considered
- Which teams are impacted? (Some teams are off-shore and different teams are utilised for different sales channels / different products)
- What is the resource impact of this change?
Pre-requisites to Consider Prior to Engagement
- Will there be an increase of incoming calls / order volumes?
- How will this impact CHT?
- Will there be any changes to the current Sales Ordering Process?
- Have I considered the impact of this to Validation, Service and Back Office Teams?
- What service teams need to be engaged?
Stakeholders
- Ruth Ord (EE Contract and Validation Manager)
- Denise McCoy (SoHo Channel Operations Manager)
- Alyson Pratt (Team Leader)
- Andrea Swann (Operational Support Professional)
- Kim McCance (Senior Manager, Sales Support and Operations)
Who, How and When to Engage Sales Operations
- Marketing will engage with the Sales Procedures team via team huddles / briefing calls
- AIS will engage directly with Sales Procedures
What will success look like at point of launch / post-launch?
- Operational teams have been briefed and trained where needed
Related chapters
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How are the Readiness Team Involved?
- Readiness Managers – Early strategic project scoping, focusing on SX / XD
- Change Board – Manages governance and Impact Assessments
- Channel Deployment – Gathering Subject Matter Experts from channels, forming Readiness tribe
- Channel Improvement – Measuring post-launch success and cataloguing defects