Project Experience

Are our Field Operations Core Competencies

Client Situation
Our client, a leading provider of Internet infrastructure services, wanted to review its field support functions, including sales, provisioning, marketing, and customer support. To insure that its field operations were best-in-class from both a response and a financial viewpoint, the client requested that Fuld & Company research three key communications service providers in depth, two emerging competitors in selected areas, and a best-in-class organization from a different industry. A pharmaceutical industry leader was selected because of similar characteristics such as complex technology and fast-changing business environments.

Fuld Approach
Fuld & Company examined sales staff and customer churn, the number of customers upgrading and renewing, assessing the clear order processing, the number of billing errors, and sales compensation models. Fuld & Company also developed provisioning flow charts and organization charts for sales and marketing.

Benefits and Implications
The insight provided by this research allowed the client to re-evaluate its sales operations and re-organize its own sales and marketing staffs to be more effective, efficient, and competitive. A presentation to the VP of Operations and his staff facilitated an open discussion that maximized the learnings from this effort. For more information on field operations/core competencies, please contactMark Chodnowsky at mchodnowsky@fuld.com