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Use Case | Thomson Reuters

Improving Sales Processes

How Improved Apps designed and implemented several solutions to address Thomson Reuters’ sales processes, and positively impact on the overall culture and morale of the organisation.
improving sales processes
thompson reuters benefiting with salesforce sales enablement with improved apps

Thomson Reuters Improves Sales Processes with Improved Apps and Salesforce

Thomson Reuters, a leading provider of business information and research services, was using Apttus for their sales processes. However, the company faced several challenges, including users not knowing how to use Salesforce, complicated sales processes, struggling with order capture in Apttus, new addition to their org, and content in too many locations. Thomson Reuters engaged Improved Apps, a Salesforce consulting partner, to provide solutions that could address these challenges.

Challenge

Thomson Reuters’ operations and marketing team identified several challenges that needed to be addressed to improve their sales processes. One of the main challenges was users not knowing how to use Salesforce, which resulted in lost productivity and revenue. Another challenge was the complexity of their sales processes, which made it difficult for sales reps to close deals efficiently. Additionally, Thomson Reuters was struggling with order capture in Apttus, which led to errors and delays in their order processing.
improving digital adoption and sales enablement with improved help and improved noticeboard

Solution

Improved Apps designed and implemented several solutions to address Thomson Reuters’ challenges. One solution was the implementation of in-page field help, which provided guidance to users directly within the Salesforce pages. This solution ensured that users had access to the guidance they needed to use Salesforce effectively, resulting in improved productivity and revenue.

Another solution was the creation of an index of guides for order capture in Apttus, which made it easier for sales reps to understand and navigate the order capture process. The guides were also profile-specific, ensuring that sales reps had access to the information relevant to their role.

Improved Apps also created a ‘Nudge’, as a reminder to Sales Reps to complete required information about the value of a deal, therefore improving the quality of data accuracy for reporting.

Finally, Improved Apps implemented dynamic product training, which provided sales reps with real-time product information and training directly within the Salesforce pages. This solution ensured that sales reps had access to the most up-to-date product information, which improved their ability to close deals efficiently.

Results

The solutions provided by Improved Apps had a significant impact on Thomson Reuters’ sales processes. The implementation of in-page field help and the creation of an index of guides for order capture in Apttus resulted in a 20% reduction in onboarding time and a 60% reduction in support requests. Additionally, the implementation of dynamic product training resulted in increased sales rep productivity and improved sales performance.

In addition, the solutions provided by Improved Apps resulted in an increase in employee NPS score. The improved guidance and training provided by the solutions improved employee satisfaction and engagement, which had a positive impact on the overall culture and morale of the organisation

Conclusion

Improved Apps’ solutions had a significant impact on Thomson Reuters’ sales processes. The implementation of in-page field help, the creation of an index of guides for order capture in Apttus, and the implementation of dynamic product training resulted in improved productivity, revenue, and employee satisfaction. Overall, the project was a testament to Improved Apps’ expertise in Salesforce and Apttus, and their ability to design effective solutions that enable businesses to leverage the full potential of these technologies.

"Improved Apps is a key element on the roadmap of the larger Sales Enablement and Sales Tools and Processes strategy within Commercial Excellence to enable and empower our sales reps to use Salesforce and Order Capture more effectively. Improved Apps aids sales reps from within Salesforce and Order Capture with tips and reminders, like a built-in coach."

Thompson Reuters

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