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PAINS
Outside
reps synchronization
Old outdated
software system
Data double entry
Back office
integration
Long rep training
period
Difficult to use, complex
software
Increasing
development time
Other IT pains
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PAIN DESCRIPTION:
Every time IT proposes any improvements to the current system, some
resistance is expressed by the end users. It takes your sales and
marketing reps time to get familiar with the proposed novelties,
and management is not always willing to spend money on constant
rep training.
So, if you are sure that the new system will improve your reps'
performance and productivity, how do you convince everybody that
it is worth it to re-train your end users? How can you guarantee
that training will not take forever? How can you control sales and
marketing reps' learning curve?
Now, there is a practical tool to help new and experienced sales
reps take advantage of the opportunities presented by managed care.
HMOZ will help you:
- INCREASE sales for your plans/products
- USE managed care formulary policies to generate and close pull-through
sales for your products
- CONNECT with member companies in a way that lets them know you
understand their challenges
- AVOID mistakes than can alienate subscribers
- TRAIN new sales reps quickly and economically
- BUILD confidence in your sales force, and increase retention
of successful reps
PAIN ANALYSIS:
The managed care delivery system, that everyone has watched mature
over the last 10 years or so, has caused both sales representatives
and sales trainers alike a lot of consternation. Sales trainers
face as big a change as sales representatives do in adjusting to
the ever-evolving dynamics of this volatile market.
The demands on sales representatives are always impacted by market
dynamics. The role of training is crucial in providing the support
needed to micro-manage a sales territory. Information here is key.
Strong knowledge of the customer base, brokerage, physician profiling,
and plans/products is critical to successful training, as well as
to successful territory management.
The managed care industry is built on data. As a matter of fact,
there is more information within most Health Plans than they can
use. This data overload is the result of the very systems process
that is used to manage enrollment, medical risk, and many other
disciplines within a plan. Prescription use is analyzed with the
same intensity, and knowledge of the market and prescribing habits
are tabulated for all providing physicians. A sales representative
that does not realize this is out in the cold. Training that provides
ways of understanding all of this market data is crucial.
The HMOZ report states that over half of sales training time is
directed toward developing broad skills, in particular, product
knowledge and selling tactics.
- Sales training managers often do not have enough time or resources
to tailor programs for learning about specific customer groups
and selling environments.
- Representatives must therefore find other means for understanding
the specifics of their selected markets.
- In addition, HMOZ found that 75 percent of survey responders
thought their company’s sales training had room for improvement.
Eleven percent said they would prefer less product training.
The HMOZ survey estimates that sales training departments spend
only 13 percent of their time training experienced representatives
versus 55 percent for new representatives.
As valued information providers who must maintain credibility with
member companies, representatives must keep current with competitive
literature and effectively communicate evidence-based data to the
customers. HMOZ found 11 percent of statements by representatives
about plans contradicted established data.
Information is of little use if it remains trapped in vertical silos.
To offer the most value, it must be integrated, sifted, and assessed
with data from other sources — quickly and accurately. Many
executives remember the cumbersome methods of previous eras, when
staffers had to sort through stacks of paper trying to find statistics
to support ad campaigns or to make sales projections. Pervasive
computing can change all that, but only with pragmatic investments
in information. Today, with a few clicks of a mouse, the well-equipped
MCO can view sales results by region, sales rep, broker, provider,
member, or compare the effect of advertising campaigns against predictions.
But these analytical tools are only the foundation for more powerful
capabilities, such as proactively influencing the public and group
purchasing organizations through smart marketing strategies.
HMOZ helps sales and marketing representatives answer questions
about membership, plan design, and available products. It is Windows-based,
making it easy to train new reps. The data and applications, however,
will work on any operating system, providing the ability to adapt
to future technology. The system allows service reps to track members’
calls and record them in the HMOZ system effectively, which streamlines
internal processes between member services and other departments.
Professional instructors, outside sales representatives, and training
support staff share a "rules-based" view of the same data.
HMOZ incorporates views defined by user privileges and extensive
management reporting capabilities. You have no idea how much time
this saves our customers.
Glowing feedback continues to pour in from our clients, especially
from their field reps. Comments such as "best training in 20
years" have led to additional projects. These clients have
enlisted us for further services such as developing new materials
for future planned phases, revising existing modules, deploying
systems for other branches and offices, and introducing additional
functionality (including reporting and tracking services).
ADVICE:
The intelligence and automation built into the HMOZ system reduce
the time needed to train customer service reps and the number of
steps needed to complete a customer interaction.
See for yourself through the Solution Audit that HMOZ users do not
require long training sessions.
One Demo is better than a thousand words, and one Solution
Audit is better than a thousand demos. We encourage you to follow
our CRM proverb and take advantage of this opportunity.
Click on one of the three links below to continue your HMOZ research.
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