Overview

This strategy focuses on a global approach where leadership will take the lead in sending the initial invitations to customers for activating their accounts on the new application. Sales reps will then support the process by conducting walkthroughs and ensuring customer engagement following these invitations.

This global rollout strategy aims to facilitate a smooth transition for customers to their new e-commerce platform while empowering sales reps to effectively support their clients. By taking a structured, leadership-led approach with clear numerical goals, we can foster strong adoption and satisfaction among both the sales team and their customers. 

Step 1: Mandatory Customer Information Update

• Action: All sales reps must complete updates to their customer contact information in the Portal.
• Goal: Ensure accurate and complete contact details to facilitate the invitation process effectively.
• Timeline: Week 1
• Communication:
  • Send a mandatory email to all reps emphasizing the importance of updating their customer information by the end of the week. Highlight that failure to do so may impact their ability to send invitations in subsequent weeks.

Step 2: Internal Orders

• Action: Each sales rep will place internal orders for a small group of their customers.
• Goal: Build confidence and familiarity with the platform so reps can speak knowledgeably to their customers.
• Timeline: Weeks 2-3

Step 3: Customer Invitations

• Action: Invite customers to join the platform.
• Goal: Get customers to create an account and place their first few orders in the application.
• Timeline: Week 4

Week-by-Week Rollout Plan

Week 1: Mandatory Customer Information Update

• Goal: All sales reps must complete updates to their customer contact information in the Portal.
• Communication:
  • Send a mandatory email to all reps emphasizing the importance of updating their customer information by the end of the week. 

Week 2: Internal Orders Begin

• Goal: Reps place internal orders for a minimum of [X] customers each (total of [X] orders across all reps).
• Communication:
  • Weekly check-in email to reps encouraging them to share their experiences with internal orders.

Week 3: Continue Internal Orders

• Goal: All reps should have placed orders and feel comfortable navigating the platform.
• Communication:
  • Collect feedback from reps and share success stories internally to motivate the team.

Week 4: Leadership Sends Initial Customer Invitations

• Goal: Leadership is responsible for sending initial invitations to eligible customers to sign up for the platform.
• Communication:
  • Notify customers about the upcoming platform launch one week in advance, emphasizing that invitations will come from leadership.

Week 5: Reps Schedule Walkthroughs

• Goal: Sales reps conduct walkthrough meetings with at least [X] customers who have received invitations.
• Communication:
  • Remind customers via email about the new platform and upcoming walkthroughs.
  • Reps to prepare a brief presentation or talking points for the meetings.

Week 6: Leadership Sends Additional Invitations

• Goal: Leadership sends additional invitations to any remaining eligible customers who have not yet received their initial invitations.
• Communication:
  • Follow up with all eligible customers to ensure they have received their invitations and understand the next steps.

Week 7: Follow-Up with Customers

• Goal: Ensure at least [X%] of invited customers have logged in and are comfortable using the platform.
• Communication:
  • Send a follow-up email to customers thanking them for joining and encouraging them to reach out with any questions.

Week 8: Feedback Collection

• Goal: Gather feedback from at least [X%] of customers on their experience using the platform.

Week 9: Continued Support and Training

• Goal: Address any lingering issues and reinforce the platform's benefits.
• Communication:
  • Regular check-ins with reps to ensure they are supporting their customers effectively.

Additional Notes:

• Training Resources: Provide reps with training materials and FAQs to aid their discussions with customers.
• Customer Segmentation: Tailor email communication based on customer needs and order history to enhance engagement.