Also online at: www.dijonline.co.uk Industry News How is Ellard’s Sales Team Preparing for Change? In the last issue, we reported on the changes that are happening within the sales team. The main difference being the team will be split into both a reactive and proactive side. This new split will come into place once Conexiom is working efficiently. Conexiom is a machine learning system that will process sales orders with 100% accuracy and will process them within minutes. The split will consist of a reactive side that will still be dealing with incoming enquiries and quotes and a proactive side that will concentrate on improving customer intimacy, upselling, and learning as much as possible about our customers as businesses and as people. In preparation for this, the number of training sessions has been increased that are both being created and participated in. The team will be continuously learning about new products and be refreshed on existing products to ensure that have the most knowledge possible. As the company has had a new starter, Ryan, in electrical/production, the training sessions that he is participating in have been utilised as a part of his induction to give the customer service team a chance to learn or be refreshed on products such as the Promax, the FCP-03 and the garage door panel and accessories. By increasing the number and frequency of training sessions, Ellard hopes that the customer service team will become more confident in giving customers knowledge and advice on products. Training sessions will continue indefinitely for the customer service team as they have been extremely beneficial, allowing the entire team to constantly learn and improve so that they can offer the best service possible. www.ellard.co.uk
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