Indonesia's leading food delivery platform faced the challenge of effectively training hundreds of account managers and merchant support staff on new campaigns, feature releases, and sales tactics.
With account managers and merchant support staff working mainly in the field and the urgent need for consistent training, Indonesia's leading food delivery platform sought an efficient communication solution that could offer real-time support and ensure the delivery of crucial training materials.
Challenge: Rapid and Effective Training of Sales Personnel
Before their partnership with Mercu, Indonesia's leading food delivery platform ran weekly training sessions offline or on Zoom. This didn't scale well, incurred hours of overhead for the sales ops teams, and resulted in low training coverage.
"We required a solution that standardises our training process and equips our account managers and merchant support staff with instantaneous answers to critical queries when they're out and about serving customers. One-off weekly training sessions via Zoom just didn't cut it."
— Strategic Ops @ Indonesia's leading food delivery platform.
Furthermore, the leadership at Indonesia's leading food delivery platform struggled with tying training performance directly to sales metrics, making it difficult to ascertain the ROI of its training initiatives.
Solution: Mercu's Top-Down Training and AI-enabled support bot
With Mercu's WhatsApp-based communication platform, Indonesia's leading food delivery platform was able to streamline its weekly sales training process. The platform's top-down training modules ensured that within 12 hours of rolling out a new training module, completion rates surged to over 80%.
Moreover, implementing Mercu's AI knowledge base chatbot for sales collateral gave account managers in the field real-time answers, allowing them to handle critical merchant queries more efficiently. This proved instrumental in helping agents stay on top of their game without the need to refer back and forth or wait for clarifications.
The WhatsApp-based platform provided a familiar interface for agents, removing the need for a separate login, reducing the learning curve, and making adoption seamless. This move not only cut down the time spent on training but also reduced the associated overhead costs.
Result: Better Training Performance, Reduced Overhead, and Actionable Metrics
The business impact of rolling out Mercu is evident based on the following results:
- Greater Training Efficiency: With training completion rates of above 80% within just 12 hours of rolling out a new module, weekly sales training is now rapid and effective.
- Hours Saved Each Week: Switching away from offline and Zoom training helped the team cut hours spent on training each week, freeing up available resources.
- Boosted Sales Performance: With Mercu's AI chatbot on WhatsApp assisting field sales staff in real-time, critical queries get addressed immediately, ensuring smooth sales operations and happier merchants.
- Measurable Training ROI: Not only do account managers love Mercu (NPS of 83), but Mercu also provides clear metrics to sales leadership for tying training performance directly to sales outputs. This allows for better insights into training ROI.
"Mercu has transformed the way we look at sales enablement. Not only has the efficiency of our sales team increased significantly, but we now have a clear insight into how our training impacts sales, which was a blind spot for us earlier."
— Account Management @ Indonesia's leading food delivery platform.
Indonesia's leading food delivery platform faced the challenge of effectively training hundreds of account managers and merchant support staff on new campaigns, feature releases, and sales tactics.
With account managers and merchant support staff working mainly in the field and the urgent need for consistent training, Indonesia's leading food delivery platform sought an efficient communication solution that could offer real-time support and ensure the delivery of crucial training materials.
Challenge: Rapid and Effective Training of Sales Personnel
Before their partnership with Mercu, Indonesia's leading food delivery platform ran weekly training sessions offline or on Zoom. This didn't scale well, incurred hours of overhead for the sales ops teams, and resulted in low training coverage.
"We required a solution that standardises our training process and equips our account managers and merchant support staff with instantaneous answers to critical queries when they're out and about serving customers. One-off weekly training sessions via Zoom just didn't cut it."
— Strategic Ops @ Indonesia's leading food delivery platform.
Furthermore, the leadership at Indonesia's leading food delivery platform struggled with tying training performance directly to sales metrics, making it difficult to ascertain the ROI of its training initiatives.
Solution: Mercu's Top-Down Training and AI-enabled support bot
With Mercu's WhatsApp-based communication platform, Indonesia's leading food delivery platform was able to streamline its weekly sales training process. The platform's top-down training modules ensured that within 12 hours of rolling out a new training module, completion rates surged to over 80%.
Moreover, implementing Mercu's AI knowledge base chatbot for sales collateral gave account managers in the field real-time answers, allowing them to handle critical merchant queries more efficiently. This proved instrumental in helping agents stay on top of their game without the need to refer back and forth or wait for clarifications.
The WhatsApp-based platform provided a familiar interface for agents, removing the need for a separate login, reducing the learning curve, and making adoption seamless. This move not only cut down the time spent on training but also reduced the associated overhead costs.
Result: Better Training Performance, Reduced Overhead, and Actionable Metrics
The business impact of rolling out Mercu is evident based on the following results:
- Greater Training Efficiency: With training completion rates of above 80% within just 12 hours of rolling out a new module, weekly sales training is now rapid and effective.
- Hours Saved Each Week: Switching away from offline and Zoom training helped the team cut hours spent on training each week, freeing up available resources.
- Boosted Sales Performance: With Mercu's AI chatbot on WhatsApp assisting field sales staff in real-time, critical queries get addressed immediately, ensuring smooth sales operations and happier merchants.
- Measurable Training ROI: Not only do account managers love Mercu (NPS of 83), but Mercu also provides clear metrics to sales leadership for tying training performance directly to sales outputs. This allows for better insights into training ROI.
"Mercu has transformed the way we look at sales enablement. Not only has the efficiency of our sales team increased significantly, but we now have a clear insight into how our training impacts sales, which was a blind spot for us earlier."
— Account Management @ Indonesia's leading food delivery platform.
