Customer Feedback
Improving Lead Handling in a Sales Network
Analyze workflows, organizational structures, and tools to define a lead-handling system tailored to the field.
The Mission at a Glance
The Company
A bancassurance network
The Context of the Project
A bancassurance network wanted to expand its lead generation system to cover several product lines. To support this business transformation, it needed to reevaluate how inquiries were handled, taking local organizations into account.
The Challenge
Regional lead-processing systems needed to be updated to better convert online inquiries.
Our Approach
The Process, Step by Step
Developing a Common Assessment Framework
PALMER developed the methodology for evaluating lead handling.
The diagnostic framework made it possible to examine regional systems using a consistent approach, without overlooking their differences. The work was developed collaboratively with the digital teams, sales networks, and customer service centers.
Analyzing Lead Flows and Sales Conversion
Lead flows and signed contracts were subjected to quantitative and qualitative analyses.
The analysis focused on the relevant campaigns, customer journeys, and products. This analysis was intended to help understand how inquiries generated online were subsequently handled within the network.
Assessing the Organization and Tools
The team examined the processing procedures, available resources, and skills utilized.
The assessment of the tools covered their scope, cycle times, and dashboards. Taken together, this enabled the identification of areas for improvement while taking into account the constraints of the existing systems.
Formalizing Recommendations and the Roadmap
A report containing recommendations compiled the findings and best market practices.
It included a roadmap and governance proposals for implementation. The collaborative approach aimed to rally stakeholders around common indicators and actions tailored to local organizations.
Work Completed
What the “
” initiative has implemented
- 01
A diagnostic framework for lead management.
- 02
An analysis of workflows and signed contracts.
- 03
An assessment of processes, skills, and tools.
- 04
A report with recommendations, a roadmap, and a governance framework.
The Firm’s Support
PALMER’s Contribution
PALMER focused on the entire sales pipeline rather than solely on the volume of leads generated. This approach brought the teams together around common metrics and best practices.
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