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Resources

Case Studies

  • Channel Enablement for Leading Hi-tech Electronics Manufacturer

     About Customer

    Our client is the world’s leading high-tech electronics manufacturing and digital media company comprises numerous subsidiaries and affiliated businesses, most of them united under the parent brand. Their flagship company leads the global market in high-tech electronics manufacturing and digital media. Through innovative, reliable products and services; talented people; a responsible approach to business and global citizenship; and collaboration with their partners and customers, our client is taking the world in imaginative new directions.

    Our client had established themselves as the second player in the global arena in 2007 with a 14.3% market share but they trailed other leading players in India. With a market share of 7.5% in February 2008 they wished to double it to 15% by the end of the year through a revamped focus of its distribution channel, by increase in their headcount and better pre and post sales service.

    Business Scenario

    Our customer wanted to increase its market share and brand visibility. The customer wanted to improve the performance of its channel sales. The long term goal of their business was to become a leader in the market and to create excellence in service delivery.

    The customer has a wide reach in the market but due to inadequate training and a non-motivated sales force, the business growth was lesser than it was anticipated. Due to seasonal peaks and sales volume, retention of the skilled workforce was imperative for their business. The operational cost of training new retail staff and time to productivity had to be brought down immensely. Moreover, the business stakeholders wanted more time for their core activities and outsource the training. Hence they wanted to engage with a training service provider who could help them meet their business goals such as:

    • Increase the brand mindshare and market share.
    • Quality in service delivery of in-shop demonstrators.
    • Excellence in service delivery.

     

    Solution Offered

    India Enterprise Learning Solutions set up a project team to provide services like Identification of Training Needs, Custom Content creation, Training Delivery, Training Administration and Review roadmap to the customer.

    After a study of the customer’s business, the need that was identified by our teams was discussed with the business stakeholders to create synergy between the training goals and business goals.

    Major areas that were identified for meeting the business goals:

    • Training of the distribution network on new handsets, new technology and features.
    • Training on Sales, Personality Development and Life Skills for delivering an improved customer service.

    Our solution, Channel Services, was broadly devised into 5 steps. With an objective to enhance the business impact from their investment and optimise their costs through smart-sourcing and refocusing on core business through partnership, NIIT provided the following services:

    • Channel Enablement training
      • Product
      • Sales
      • Personality Development
      • Life skills
    • Content creation
    • Training delivery
    • Training Administration
    • Review methodology

     

    Business Benefits

    • Achieving 99% adherence to the training calendar
    • Improved services – streamlined standardised training
    • Rationalization of overall cost structure
    • Sharpened focus
    • Retention of channel dealers through better servicing policies and motivated sales force

     

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