New standards of digital work for a post-pandemic world
There was a necessity for new standards of digital work in pandemic circumstances. Therefore I created a new CRM system for retail staff with templates and training on communicating with clients online.
Mercury Academy, Moscow
What I did
Together with the Mercury Training Academy, I developed new digital CRM standards for communication through instant messengers. We used best practices around the world and adjusted them to local needs. The main topics were:
New ways of communication
Professional account in WA
Personal approach strategy
Upsell, second meeting, etc
Together with the CRM and Academy teams, I led several masterclasses on using and implementing new standards in the sales team's daily routines.
I also created a professional photoshoot for staff members to ensure their personal and working accounts look correct.
All salespeople got official photos to update their accounts
Created mobile-friendly digital catalogs for B2C and B2B customers, delivered via WA, Viber, Telegram, and other messengers directly to clients
Created a regularly updated LS photo base to provide sales staff with helpful content
Increased the company's profit by 25% in EUR