Inside Sales Administrator - Axelon Services Corporation

Description:

Objective: Drive customers to Eversense pre- and post-training

Challenge is how to do so with a limited budget.

Agent Incentive Program

1. Point-Based Recognition System: Award agents a set number of points each time a customer they ve signed up completes the pre- or post-training session. These points can accumulate over time toward rewards like a monthly spotlight in team meetings, a small gift card, or an extra half-day off for top performers. Points-based systems foster friendly competition and increase ongoing motivation without requiring a high upfront budget.
2. Gamification with Recognition Milestones: Introduce monthly or quarterly "training sign-up challenges," rewarding the agent with the highest sign-up rate with recognition and small prizes. These challenges can create short-term motivation boosts and keep the team engaged.

Customer Incentive Program

1. Completion Discounts or Vouchers: For customers who complete both the pre- and post-training, offer a small voucher or discount toward their next sensor or a CVS/Walgreens Gift Card.
2. Exclusive Access to Diabetes Consultation or Transmitter Replacement: Offer participants a 20 minute 1:1 consultation with a diabetes specialist or a free transmitter replacement for a lost or damaged transmitter.

These incentives offer value and can deepen and/or continue customer engagement.

By using a combination of point-based recognition for agents and engagement perks for customers, you can increase training completion rates cost-effectively. Implementing these steps aligns well with your call scripts that already position Eversense as a personalized, highly beneficial solution, which will strengthen the perceived value of the training.

Implementation and Tracking

Creating and easy to access visible tracking process is key to maximizing agent engagement and keeping customers interested in training.

1. Tracking and Reward Distribution for Agents

• Weekly Leaderboard Updates: Publish a weekly leaderboard in Salesforce and auto send via emails highlighting the agents with the most sign-ups and completed customer trainings. This makes the program visible and brings friendly competition into the process.
• Automated Tracking: Use Salesforce to log customer training sign-ups and completion rates, tying each to the responsible DTA. Thus, DTAs automatically earn points when their customers complete each training.
• Monthly Reward Cycles: Distribute rewards monthly to maintain momentum. Frequent recognition will keep agents motivated without delaying feedback or waiting too long to receive rewards.

2. Customer Training Incentive Messaging

• Automated Reminders and Follow-ups: Auto send friendly reminder emails to customers who have signed up for training before the scheduled class. Also, send auto messages to those who signed up for a class but missed it, emphasizing the benefits increased product confidence, exclusive insights on usage, or new user tips. This keeps the value of training fresh in their minds.
• Upfront Value Messaging: Incorporate the value of training messaging into the initial onboarding calls and emails.
• Email or SMS to Confirm Completion and Rewards: Once a customer completes training, send an immediate Congratulations message that includes any reward or incentive details. This reinforces the value of their participation and helps ensure customer satisfaction.

3. Incentive Management and Budget-Friendly Execution

• Milestone-Based Rewarding: For the agent program, consider rewarding at specific milestones (e.g., 80% of customers shipped bi-weekly/monthly complete Training) rather than individual completions. This reduces the number of times you reward while keeping agents focused on reaching tangible goals.