Overview

The Sales Rep-Led Rollout Plan focuses on empowering our sales team to take the lead in activating and engaging customers with the new application. In this approach, sales reps are responsible for sending invitations to their customers and conducting personalized walkthroughs to ensure they are comfortable using the platform. By leveraging their relationships and insights, sales reps will play a crucial role in driving adoption and fostering customer satisfaction, ultimately enhancing the overall onboarding experience.

This rollout strategy aims to ensure a smooth transition for customers to their new e-commerce platform while empowering sales reps to feel confident and knowledgeable in their interactions. By taking a step-by-step 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. Highlight that failure to do so may impact their ability to send invitations in subsequent weeks.

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: Begin Customer Invitations

• Goal: Each rep sends invitations to [X] customers (total of approximately [X] invitations).
• Communication:
  • Send an email to segmented customer groups, notifying them of the upcoming platform launch (1 week before invitations are sent).

Week 5: Invitations and Walkthroughs

• Goal: Each rep schedules walkthrough meetings with at least [X] customers from their invited list.
• 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: Continued Invitations

• Goal: Each rep invites an additional [X] customers to the platform (total of approximately [X] additional invitations).
• Communication:
  • Follow up with customers who haven't yet received invitations and encourage them to engage with the platform.

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.