Customer Success with Permanent Journey Plans

The Fast Start to Planning Your Route to Success; Strategic Routing Algorithms & Permanent Journey Plans

This blog is all about paving the route to customer success with Permanent Journey Plans. To trace the complete history of retail and commerce back to its inception, we must go down the memory lane. Earlier, retail was more about trading goods and services in its simplest and most conventional form such as bartering and peddling. Flash forward, we now have modern retail giants that have taken the way up to the Digital Revolution and adapted to e-commerce, alongside easing the entire retail process. Over the years, since technology has evolved and the world is on the brink of technological innovations, this has had a major impact on how organizations interact with customers using multiple touchpoints. Also, with Covid-19, the pandemic had upended socio-economic affairs to a greater extent. All of these factors coupled together affect customer experience. With a blurring line between differentiations, technological practices have therefore taken a toll.

Typically to ensure the sustainability of the business, companies face real challenges and fierce competition in today’s modern era. During which businesses are likely to be exposed to various impediments considering the ever-evolving technology. Amongst those, one of the foremost problems the retail sector focuses on is about time management. But with the modified stages of development in the retail ecosystem, visualizing customer journeys has become extremely vital.

Since the retailer base has escalated exponentially over the years, mobility around customer needs has mandated them to use multiple touchpoints for a seamlessly better and customer unified experience.

This way companies have designed their interactions on a granular level to incorporate human connection digitally for greater empathy. For more organized and mobilized customer needs in an even better way with the help of Customer Journey Maps.

Maps as a Visual Tool

These maps serve as a visual tool that helps organizations define their customers’ needs, problems, and engagement with the brand itself.

Used for effective project management, this tool is mapped around a timeline that plots every interaction a customer has with your business at various touchpoints. This will further add up and build on customer experience.

Earlier there was no visibility of the workforce productivity. Due to poor accountability, the productivity of the sales force team and sales trend of organizations suffered substantially. For this, a solution was needed for teams to become more responsive and responsible. Matter of fact, to take complete ownership of the assigned sales targets, helping them reimagine the retail world through a new lens of experience.

Customer Experience

The future of customer experience is NOW! With the permanent journey plan (PJP) and route creation feature, customer journeys and personalization have become even smarter, more immersive and more trust enabling. Salesflo defines what customer journey is today and how it’s evolving over the years. This gives organizations the ‘power to know’. These generate game changing insights that inform powerful customer against brand strategy, marketing insights, demand and real-time intelligence. 

With the new experience of retail paradigm, business workflows using Salesflo’s apps with regard to the Permanent Journey Plan feature have now become more systematic and defined resulting in complete transparency of the sales-force performance. 

For a seamlessly better and unified experience, these digitized solutions help bridge the gap. It helps salesforce navigate their way and interact with business at different touchpoints, yielding relatively good results in terms of salesforce productivity and escalated sales. This feature is organized around the delivery of exceptional salesforce experience to respond to the new and often unmet requirements to achieve the desired outcomes. 

Once you have your current journey visualized, you can reshape customer experiences as you start to channelize interactions into different sequences. This eventually paves way for digitized processes, reorienting organizational cultures as it creates a meaningful customer journey map which possesses the ability to actually drive change within the retail segment.

Focus Points in Permanent Journey Plan

  • Give estimated time and plan for the journey
  • A PJP will motivate your business to its goal.
  • Determine the ideal customer with your route plan
  • Allow you to continue exploring the business model.
  • A permanent journey plan costs less and gives recruited journey
  • Permanent journey plan save your data, edit and manage your budgets whenever you wish.
  • It will allow you to plan a full day of trips, as well as create a recurring trip schedule and notify it every day.

Digitized Processes

With the inception of digitized processes, organizations see businesses from a new lens of retail experience; a customer journey map is one of the foremost things retail businesses need to begin with.

Using customer journey maps, organizations are armed with advanced analytics and insights to show why customers need to be at the forefront of the organization. They set a trajectory for their sales team using Customer journey planning analytics to gauge their performance. With this, they are now able to explore real-time insights into the customer journey using multiple channels and touchpoints.

With the inception of digitized processes, it is extremely important for organizations to see businesses from a new lens of retail experience; customer journey map is one of the foremost things retail businesses need to begin with.
Using customer journey map, organizations are armed with advanced analytics and insights to show why customers’ need to be at the forefront of the organization. They set a trajectory for their sales team using Customer journey planning analytics to gauge their performance. With this they are now able to explore real-time insights into the customer journey using multiple channels and touchpoints. 

Considering every business needs to keep tabs and capture marketing operations and visualize interactions, the PJP journey is an integrated experience atlas that focuses on mobilizing employees with operational and service delivery touchpoints rather than focusing on a single instance. The data is collected at such a granular level at multiple retail touchpoints.

Then it is used as fuel to enhance customer experience by analyzing current situations and generating useful customer insights. These insights help organizations innovate and redefine salesforce effectiveness and interactions. As they drive a technology-led change. Therefore, the route creation feature has pushed beyond the salesforce to new limits. It will be like setting up a trajectory for them using customer journey analytics. While these analytics are helping organizations have a treasure trove of data about customers after all every journey is different!

Journey Planning Feature

Journey planning feature is used for app users’ route planning. It maps out the list of stores that defines how each one of them is supposed to be covered in an efficient manner. These visual PJPs reflect a network of stores area-wise and are made on Web. Then they are reflected on Salesflo’s order-booking App, subsequently.

The PJP feature is affiliated with Primary and Secondary order. With reference to Primary orders, distributors connect with the manufacturers directly to place their respective orders in a certain quantity. Manufacturers who have subscribed to our distribution management suite mandate the use of this software to their distributors for thorough visibility of brand sales

It further entertains distributors with the amount of orders they need with reference to the required skus. Distributors plug in the desired skus/products they need under Primary orders which then falls under the manufacturer’s SAP & ERP system. Here they reflect the same quantity of skus required by their distributors, respectively.

As the distributor receives a confirmation/approval of the requested items by the manufacturer initially as per product availability, the ‘Dispatch Advice’ (DA) is created, showcasing processed orders in contrast with the orders placed.

Permanent Journey Plan Work Flow

The Secondary order, however, is related to order to cash. For that, retailers punch in their orders to the distributors using the Salesflo app, while order-bookers initiate their journey by visiting consecutive stores following the PJP feature.

Upon reaching a store, the order-booker feeds in all the SKUs for which the order is being placed. At day end, once the order-booker collects multiple orders by visiting different stores as assigned to him under the PJP. Then he syncs up the order-booking app, reflecting all the same figures on the portal too. All of these are then dispatched to the respective stores by the delivery men.

Followed by this, distributors then allocate stock against the order and generate an invoice for the same. This invoice is fetched by the delivery man against the load form which is generated. Same as the order gets dispatched for the stores following a similar journey plan.

Permanent Journey Plan Initiative (PJP)

The PJP initiative has significantly helped with cross team collaboration, as it visualizes the process of seeing a brand’s performance. This customer journey spans the entire path to order placement and beyond as it binds cross-team collaborations and illustrates overall customer experience with reference to the distribution management system.