Case Studies

The Client
ANZ - One of Australia's leading financial institutions

NRG Solutions Service
Tailored Presentation Skills Workshops

The Situation
Supervisors and Team Leaders are required to present and communicate information to internal and external stakeholders in a clear concise fashion. As part of their professional development they require excellent verbal and non verbal skills.

Action Taken
Working closely with the senior management team NRG Solutions customised a presentation skills workshop. The focus of this workshop was on improving core presentation skills. Participants were required to actively deliver a series of short presentations over the workshop. Specific attention was devoted to the areas of engaging an audience, structuring content, getting individuals to act on the content, the power of your non verbal message and using powerpoint to add value rather than to transfer information. The workshop ran for 1 day with a half day follow up session 2 weeks post the initial workshop where individuals were required to deliver a presentation on a pre set work related topic. Video analysis and personal feedback were weaved in to the entire program.

Outcome
Feedback from the participants indicated the practical component of the program was of most value. Senior management were able to notice significant subtle changes among most participants. Critically there was a greater appreciation of the skills and mental approach required to become a better presenter.

The Client
Sanofi Pasteur - Global Pharmaceutical and Vaccines Company. Customers include - pharmacies, doctors, clinics, and wholesalers.

NRG Solutions Service
Customer service refinements and coaching

The Situation
The Customer service team are required to become a proactive sales function. In the past their role had been primarily to provide support and take orders. Changes to the ordering process including the introduction of an on line ordering system created greater opportunities for the Customer Service team to add value to all customers through proactively cross and upselling products.

Action Taken
NRG Solutions spent time initially with the management team fully understanding the challenges the client was facing. Our role involved listening to the range of calls the customer service team received and analysing how these calls were handled. As a result of this research we were able to work closely with the customer service team to make them feel comfortable about moving from order takers to becoming an integral part of the sales side of the business. Customers were re classified in to Strategic Accounts, Key accounts and Transactional Accounts. A methodology ws developed for handling how to best deal with each customer type.Scripts were designed to assist the customer service team and collectively agreement was made on the new role of the customer service team. Throughout the process the supervisor was continually being coached and developed to improve as a leader and motivator of her team.

Outcome
A significant statistical difference in the number of customers who were being proactively called and sold to. Better understanding of how to best deal with each customer type. Shorter turn around times for customers placing orders. Improvement in overall levels of customer service. An increase of between 25% -35% of customers who were comfortably moved onto the online ordering system within the first 3 months of this project. Customer service supervisors leadership skills enhanced and the overall efficiency of the team significantly improved.

The Client
Unwired - Australian Mobile Broadband company

NRG Solutions Service
Field Sales Coaching and tailored workshops

The Situation
The MD recognised that there was a lack of structure and clarity around some key components of the sales team. The MD facilitated an introduction to the National Sales Manager (NSM). The NSM wanted to receive independent feedback on the approach of the sales staff and saw value in NRG Solutions providing ongoing coaching of selected account managers whilst conducting the research . The NSM also saw the need to receive some personal coaching and receive exposure to a range of tools in a bid to support her to continue to develop as a NSM.

Action Taken
NRG Solutions spent time conducting some research with the key stakeholders involved in this project. Initially this involved time on the road with a number of sales reps. We were able to monitor who they called on, what they did when they called on those customers and ascertain whether there was in fact a genuine commercial return on the time the reps were investing with their customers. We were then able to work closely together designing suitable templates to follow when conducting sales calls. Critically there was strong buy in from all parties into this process. NRG Solutions was also involved in developing sales and marketing strategies to target potential key commercial accounts. We worked closely helping key account managers appreciate how to conduct high value customer focused meetings and how to handle inbound telephone calls in the most effective manner.

Outcome
Better understanding for the client of exiting sales skills of current team and critically areas for development identified. Improved use of time and understanding of how to influence customers and potential customers. The client was left with tailored templates for current and future account managers.

The Client
Fitness First - One of the leading fitness companies in the world

NRG Solutions Service
Train the trainer workshops

The Situation
Senior management recognised that significant gaps existed in the ability of managers to coach and train their staff. In consultation with NRG Solutions it was recognized that a train the trainer program needed to be designed and delivered.

Action Taken
Extensive research allowed NRG Solutions to identify where to best focus the train the trainer workshops. We customized our solution ensuring that the client was receiving a highly tailored and critically relevant program for their staff. This meant using their content as an integral part of the newly designed program. The program had a large practical component built in to it and included suitable content on understanding how to transfer information, creating the ideal learning environment, building receptivity for learning and structuring how to follow up to ensure there has been a suitable transfer of information. Individual DVD analysis and appropriate follow up allowed all participants to be supported throughout the entire train the trainer workshops
 
Outcome
Client has reported a marked improvement in the skills of all managers required to deliver either formal or informal training sessions. Critically managers are appreciating the difference between communicating information and training staff. At the time of writing an appropriate stage 2 Train the Trainer program is under discussion.

The Client
Markitforce - Point of Sale marketing and distribution company - Business to Business selling

NRG Solutions Service
Outbound telephone skills training

The Situation
The MD and GM recognised that their was a lack of understanding of the key skills required to make effective outbound telephone calls (to potential new clients). They had a need to increase the number of qualified prospects they were pursuing and upskill account managers in how to win new accounts and prospect effectively.

Action taken
Research conducted with Senior Management team allowed NRG Solutions to design suitable scripts for account managers. These scripts were then used when an initial 1 day workshop was delivered. Time was allocated during this workshop for all staff to practice using the scripts and adapting them to work best with their own individual sales style. A follow up session where individuals were allocated 1-1 time with the NRG Consultant to report on their progress was delivered 2 weeks after the initial workshop

Outcome
By being very specific with the requirements of all individuals a number of favourable outcomes have been achieved. Certain staff have been identified as not having the skills required to make effective outbound calls. Conversely some account managers have achieved some very favourable results. An increase in outbound calls being proactively made of up to 90% per week per account manager. The client has seen their pipeline fill up with better qualified prospects which in turn should lead to winning new business in forthcoming months.

The Client
Macmillan - International Publishing Company - Selling to Tertiary Institutions and Schools (Teachers, department heads)

NRG Solutions Service
Management training and sales skills workshops

The Situation
In a highly competitive market a large national sales force are constantly faced with the challenges of  managing their territory, their time and being able to influence their customers to purchase from them.

Action Taken
Initially working with state managers, NRG Solutions spent time assessing why individuals may not be fulfilling their potential. Time was allocated to review the role of a successful sales manager. Initial programs focused on how to motivate, coach and drive individuals to fulfill their potential. Time was spent assessing why some sales people consistently outperformed others. NRG Solutions were actively involved in delivering content at state conferences for sales reps. This content delivered included building high quality relationships with customers, dealing with gatekeepers, territory management and closing skills and strategies.

Outcome
NRG Solutions continues to work closely with the client. By complementing the National Sales Manager and Marketing Manager we are able to add real value to the sales reps. NRG provides support well and truly beyond offering just training workshops and this has assisted this client to continue to grow their sales in specific market segments. It is hard to specifically measure the success of NRG solutions involvement due to the multitude of factors effecting sales results across the country. The fact that NRG Solutions is consistently reengaged to work with this client is probably the best testimonial.