With more time being spent on visiting customers, reps are able to build stronger relationships, which is core to Triangle’s business. “Customers buy the rep first, then they buy the Triangle brand, and only then do they buy the Shell brand,” argues Sonnekus.
Perfection is now a possibility
Skynamo allows Triangle reps to log order details while they are with the customer, who can then confirm the order in real-time. This ensures that the right orders are delivered at the right time.
“Small but crucial errors are eliminated during order taking. There’s no more talk of the one that got away,” shares a smiling Sonnekus.
Making and keeping delivery promises
Triangle’s website now proudly states, ‘delivery within 24-48hrs’. Being able to commit to delivery times and now boasting a 97% on-time delivery success rate built a lot of trust with customers.
They couldn’t make this promise before, because merely logging an order took up to 12 hours at times. Orders are now placed with the press of a few buttons and the delivery process is immediately underway. Nearby customers sometimes receive their products within minutes.
“Since we’ve gone online with Skynamo, we’ve had situations where our rep is still with the customer when their order arrives. How’s that for service delivery!”
Skynamo helped plug the “leaks” – sales increased by 17%
Skynamo has been key in helping them plug product “leaks”. It is now easier for reps and management to identify trends and discover why a customer stopped purchasing certain products from their range.
Skynamo’s visit forms provide Triangle management with a way of ensuring certain questions are asked regularly during customer visits, which enables them to stop “leaks” of products to competition. Skynamo ensures that they also cross-sell other products to minimise the risk of “leaks” to competing brands.
“Skynamo’s impact on our business has been a 17% increase in sales volume from our existing base last year and an expected growth in revenue of about 15% this year.”
Doubling the number of customer visits and getting better at sales
The average number of customer visits per rep since switching to Skynamo has more than doubled to over 200 per month. “We saw an increase in monthly sales simply because we’re visiting our existing customer base more regularly.”
Apart from visiting customers on a more regular basis, Triangle now also has better insights into their customers’ buying needs and habits and how to approach potential customers. “Skynamo helps us understand and anticipate customer response behaviour. We know when and why they don’t buy products and are able to work out how we can sell better in the future.”
Triangle reps have also become more effective at cold calling and lead management. “Our cold calling is also much more effective. Skynamo helps us approach people with the right info from day one.” Managers are now able to track calls, always knowing who has been called, how they’re responding and whether they have been followed up. “In the past I had to remind reps to follow up on cold calls – I no longer need to do that.”
“I no longer bug my reps with ‘negative’ questions”
“We retain our reps better, because we make their lives easier,” shares Sonnekus who empathises with his reps and the challenging nature of their work. “Skynamo enabled me to be more involved in the field with my reps. I can help them navigate difficulties out there, coaching them from the back office while they visit customers. I no longer need to ask ‘negative’ questions to check up on them, but rather ask ‘positive’ questions to help them sell better.”
Managers run through rep visits and comments with them on a weekly basis and they strategise together about how they can do better in the field. “It doesn’t feel like I don’t see my reps regularly anymore, as we are still in contact all the time.”
“Less checking-up-on and more coaching, along with the updated information provided by Skynamo, results in technically strong reps who add value to customers. Skynamo ensures that Triangle has informed reps who operate as consultants out in the field.”
“Transparency creates more trust, and free time!”
“The transparency created by Skynamo means that we can treat our reps as responsible adults, which leaves them feeling respected. The result is that trust is bred within the sales team, not only between me and the reps, but also among the reps themselves,” adds a proud Sonnekus. “I don’t sit around all day worrying about what my reps are up to and they don’t duplicate calls and step into each other’s territories. Everyone is on the same page.”
“I am connected to what my reps do out in the field and am constantly aware of which tasks need immediate attention and which can wait. I know when their day’s work is done or how we can reschedule things if someone falls ill, for instance.”
Manager and reps alike are also benefitting from more time away from work, rather spending time with family or on leisure activities. “Previously, every rep had to send me a full report at the end of the day, now I have real-time access to reports as they are updated. Skynamo is constantly open on my laptop and I check it continually and leave comments to my reps on the calendar. Full, immediate and accurate insight into rep activities saves me at least two hours per day on admin, which means we can all get home earlier.”