Jesper Sebastian Larsen, Head of Nordic Sales at Ageras shares how he skyrocketed revenue to the best the company has ever had in the Nordics, connected teams across 6 locations and saved significant time while improving data accuracy with Plecto!
Since its establishment in 2000, Switzerland’s largest private telecommunications provider, Sunrise UPC, has been revolutionizing the industry with a number of strategic partnerships and setting new standards in both the private and business sectors. As a result, the company boasts a 2.96 million-strong customer base for mobile, 1.21 million people using their broadband services, and 1.28 million TV customers. With over 100 stores across 5 different regions in Switzerland, Sunrise UPC was recognized in PC Magazin’s Broadband 2021 Benchmark for providing the nation's fastest and best internet service.
While they are renowned for their high-speed and reliable telecommunication connections, Sunrise faced the challenge of connecting their employees across their extensive, decentralized store network. Remo Pastori, Sales Process Manager at Sunrise UPC, elaborates on the company’s desire to connect, motivate and promote competition between their retail employees, ultimately aiming to increase sales.
"In our decentralized store structure with 90 shops… we want to push sales teams and areas, stimulate competition amongst employees and at the end of the day, that means more sales."
Why Plecto was the ideal solution for Sunrise UPC
Having previously relied on manual data entry in Excel spreadsheets, Sunrise UPC re-digitized and re-organized its complex data structure made up of multiple streams and sources. This information has seamlessly been integrated into Plecto’s centralized data management application.
Sales Dashboards and Slideshows
With 979 dashboards across their more than 100 stores, Sunrise UPC predominantly uses Plecto’s sales dashboards to display important KPIs, including the following data - calculated for each individual, team, and region:
- Sales (Mobile Phone, Fixed Landline, Accessories)
- Conversion Rate
- Order Volume
With masses of data generated by their 76 custom-formulated KPIs, Sunrise UPC displays the most relevant information of their choosing on sales dashboards positioned in the staff area at the back of each retail store. Remo and his colleagues arranged these dashboards into slideshows lasting for approximately 2 minutes that are played on repeat.
This allows sales associates and managerial employees to compare performance against targets in a succinct and easily-consumable way that fits naturally into their workflow.
Achievements & Badges
The Achievements gamification feature was the perfect solution for handling data and recognition for sales associates who had worked at multiple shops or locations. In this way, a staff member who reaches their monthly mobile phone sales target in one store would receive a Badge icon next to their name and profile. This would be visible to all other employees regardless of which store they work in, ultimately improving the unity and connectivity between employees in different store locations that Sunrise UPC sought to achieve.
Alternatively, the challenge of cross-location sales agents was resolved through the use of Instant Notifications, that is, alerts tailored to show up on dashboards in specific stores. Notifications are yet another form of gamification that the telecommunications giant used to improve performance. This was particularly important in the common case that an employee had worked in different Sunrise UPC store locations.
Employee Acceptance, Satisfaction, and Connectivity
Since launching Plecto in retail stores throughout Switzerland, employees welcomed the competitive aspect of the implementation and appreciated being able to see the performance of others. In this way, the boundaries imposed by location were eliminated and everyone was able to put a face to a name of employees they potentially had not worked with before. The visibility of sales performance fostered a supportive environment where recognition for employee achievements boosted individual and team morale.
"The best feedback we have is the acceptance… our sales agents are happy to see how they work — they can compare themselves. This is the best success we have seen, that our front line is completely accepting Plecto and they are happy to have it there!"
Increase Friendly Competition and Improve Performance
Stimulating sales agents’ innate sense of competitiveness and drive to be the best, Sunrise UPC exceeded its aims to increase competition between employees through data visualization dashboards and gamification features such as Contests, Achievements, and Notifications.
"The biggest impact has been the gamification. The team and cross-regional overview and the possibility to work with the achievements are great for giving the employees the opportunity to compare their sales power."
Improved Awareness of KPIs and Targets
Prior to implementing the data visualization dashboards, much of Sunrise UPC's sales KPI and target documentation was limited to individual performance reports. As employees are greeted by these dashboards each time they enter the office, they have a much greater understanding of the KPIs and their actual performance towards targets. Plecto’s offerings have allowed for a more personalized and far more efficient method of viewing this information.
Advice & Key Takeaways
1 — Improve motivation and sales performance through data visualization and friendly competition on an individual, team, and regional level
Humans, by nature, are competitive and want to be the best at what they do! Use this to encourage optimal performance amongst individuals, teams, regions, country-wide. Contests can be as big or small as you want but they are a great way to engender friendly competition, motivate employees to perform, boost morale and connect employees. Daily, monthly, pick your duration! Just make sure to consider whether the incentive fits the effort required or else motivation can stray.
2 — Consider the behaviors and pain points of your employees and what they will respond to best
Think about how much time your employees have to consume the information you want to convey to them, what kind of personality traits do they possess, and how you can support them to accomplish their best work.
Since Sunshine retail associates were typically looking quickly at the dashboards during break time as they were positioned in the stores’ back staff area, Remo advised to keep it adequately short and simple. He advised not putting too much information per dashboard and reducing the duration of a slideshow so no one is waiting around for 5 minutes to see a piece of information they may have missed. This means employees are able to do more of what they are best at — selling — and spend less time on tasks most sales agents find bureaucratic and mundane...like reading reports!
3 — Don't be afraid to experiment or do things differently
Taking the initiative to simply change the way sales employees received their performance, targets and KPI information to a visual data dashboard version was yet another example of Sunrise’s fearless use of technology. The far-reaching effects of this change exceeded even the organization’s expectations.
Experiment with contests! Use what you know about your employees to incentivize them — a chance to leave early on Fridays, the loser has to make beverages for everyone at staff drinks, a voucher to eat out at a restaurant, a trip to Korea… the options are endless! The prize doesn’t have to blow your budget but it’s likely to add that extra motivation that will pay off.