Sales forces are spending a major percentage of their time on sales administration tasks such as contract management, order management, exceptions handling, and customer service. Sales teams often serve as a substitute for customer service. As one of the study's respondents noted:
To keep in step with today's volatility, organizations need an end-to-end target operating model to effectively execute sales and operations. Digital technologies can be applied to existing infrastructure as a single pane of glass to unify data and interfaces and present them in a single view. This reduces the frequency of errors while simplifying order change processes, contracts, and pricing, freeing sales teams from administrative duties. With online sales projected to double, they can shift their focus to leveraging data and insights for better conversion and reach across customers.
Automation is another way to increase efficiency. By automating sales administration activities, organizations can drastically cut the time the sales force spends running the business so they can focus on growing the business instead, optimizing the sales enablement model.
Some organizations have already started automating tasks, but there are still considerable untapped opportunities across the sales and commercial operations value chain.