Performance Support
Your essential toolkit for a highly productive knowledge worker
This document describes the performer’s journey in
Philips where we are implementing performance
support.
The stories are based on interviews, case studies,
research and a survey amongst the users.
From this we created a vision on how we want to
change the performer’s experience. We initially
focused on sales and marketing and will extend this
into the broader organization.
Meet the Team
Martin is preparing himself for a sales visit to BUYLIGHT LTD. Who is a old customer of Philips.
Martin in front of BUYLIGHT LTD.
Martin is introduced to KIM at BUYLIGHT LTD office.
Kim She has prepared the meeting and has some questions around the
solutions offered by Philips and has read the intelligent cities brochure. Kim
Convey a message to Martin that they have an opportunity with the local
council and Kim wants to introduce the concept to the council.
Martin makes notes of all Kim’s questions and promises to come back with the answers.
Martin came back to office and now he starts his search journey for Kim’s query.
After spending 3 hrs in internet Martin got part answer for kim’s query. So, he thought of discussing this
matter with one of his colleague. But they also classify this opportunity as a new one.
Martin again spend one more hour at internet and now he is confident to call up Kim with the
answers.
The performer September 2012
Streamline information available, I can surprise my customer and save time
During the conversation kim came up with some new question and Kim has also found some useful
information on the Philips website of which Martin is not aware of. Martin has set up a follow up meeting
with Kim and received the new sales support tool yesterday. This could help him in addressing the
questions from Kim.
At the buylight ltd offices Martin logs into the Philips intranet and launches the sales support
tool. This tool enables Martin to select segment, product area and then returns an overview of
all presentations, case studies, video’s and other documentation available in this area.
In his preparation Martin has already found a presentation and a case study which applies to
Kim’s situation. . In the offices of buylight ltd Martin presents to Kim who finds the case study
inspiring and is now ready to present to the council.
She then asks if there are specific solutions for parking garages. In two minutes Martin and Kim
find the correct brochure and a relevant case study.
Kim is impressed and invites Martin to join the meeting with the council and to bring the sales
tool along.
Kim is impressed and invites Martin to join the meeting with the council and to bring the sales
tool along.
Kim is impressed and invites Martin to join the meeting with the council and to bring the sales
tool along.
The performer in January 2013
Sales support tool from customer requirements and the lighting tree.
Martin has sold the solution together with Kim to the council and now has a meeting on a new customer
project. . Martin also received an update on his sales support tool which is restructured and now available
on his IPad.
In the meeting Kim is challenged as her new prospect wants it all, low cost, green, low maintenance etc and
she can’t decide which solution to propose.
Martin uses his sales support tool to rate the customer’s requirements together with Kim. The new tool
gives a shortlist of the solutions getting the closest to the customers requirements and specifies the solution
benefits.. On each solution Martin can drill down to relevant case studies and product information.
Kim is now confident to present to her customer and invites Martin (and his sales support tool) along to the
meeting.
In the meeting the tools helps the new customer to decide and prioritize the requirements proposing the
perfect solution.
The performer
September 2013
Professional communities and MCM
The new update of martin’s sales support tool is now connected to the MCM database and regular updates
are downloaded to Martin’s IPad every night. Martin is now always up-to date with the product information
and collateral.
And another thing is added, Martin, is now member of the sales community and therefore is able to directly
share and learn from experiences. He can also access information from other communities on segments,
product groups or regions.
In a monthly call his colleagues present short case studies, the presentations are recorded and Martin can
ask questions to the creators of these case studies. Experts from other communities are invited to present
the latest news and experiences and Martin can rate contributions if he finds them useful.
There is also a Q&A section and a list of experts from other communities Martin can consult. This gives
Martin the direct support he needs when he is talking to his customer, if it is about the latest information,
relevant case studies, experiences to learn from or direct access to the experts.
Paying a visit to Kim he is introduced to a new prospect, the supermarket chain. Martin has not done any
business in this area before but with the help of his sales support tool he finds relevant slides sets and case
studies.
The supermarket manager has a challenging question about how to improve his revenue making smart
usage of the lights and the ROI for that investment.
Martin finds a relevant case study and a sales person, Malcolm in Germany, who wrote this study. A
conference call is set-up and Malcolm shares his experience and impresses both Kim and the supermarket
manager with his applied knowledge.
After the call Martin decides to share his experience with his community and records a small video. He also
assigns some recognition point to Malcolm for his excellent help. He also assigns some recognition point to
Malcolm for his excellent help.
The performer in
July 2014
Throughout the organization
Two years later the world has changed and competition has grown. To survive in this changing market
customer proposals must be excellent and innovative. Customers know more and ask difficult questions.
Martin is now promoted to work on the larger deals and is challenged with the complexity of the customer’s
requirements and solutions.
Martin is typing his report on the latest customer visit with all the challenges his customer faces in the area
of intelligent controls in public squares. Martin is not aware on any solution and the sales support tool does
not give a clue.
Two years later the world has changed and competition has grown. To survive in this changing market
customer proposals must be excellent and innovative. Customers know more and ask difficult questions.
Martin is now promoted to work on the larger deals and is challenged with the complexity of the customer’s
requirements and solutions.
Martin is typing his report on the latest customer visit with all the challenges his customer faces in the area
of intelligent controls in public squares. Martin is not aware on any solution and the sales support tool does
not give a clue.
Two years later the world has changed and competition has grown. To survive in this changing market
customer proposals must be excellent and innovative. Customers know more and ask difficult questions.
Martin is now promoted to work on the larger deals and is challenged with the complexity of the customer’s
requirements and solutions.
Martin is typing his report on the latest customer visit with all the challenges his customer faces in the area
of intelligent controls in public squares. Martin is not aware on any solution and the sales support tool does
not give a clue.
Two years later the world has changed and competition has grown. To survive in this changing market
customer proposals must be excellent and innovative. Customers know more and ask difficult questions.
Martin is now promoted to work on the larger deals and is challenged with the complexity of the customer’s
requirements and solutions.
Martin is typing his report on the latest customer visit with all the challenges his customer faces in the area
of intelligent controls in public squares. Martin is not aware on any solution and the sales support tool does
not give a clue.