OEP is widening its focus to engage with a new generation of consumers who want products and information for preventative health. The direct engagement is part of a new Customer Centricity program designed to help OEP build loyalty and trust.
The program is being piloted in Taiwan and comes on the heels of OEP connecting its business on the Salesforce Customer Success Platform. Hsiao explained that OEP needed greater visibility of its business to support its expansion in B2B and ultimate move into B2C.
“The management team needed a comprehensive view of all our customers and reps out in the field – across Taiwan, Hong Kong, Malaysia, Singapore and the Philippines. Salesforce was the only solution that would allow us to capture and access that information in real-time,” said Hsiao.
Today, the Salesforce platform and the Salesforce1 Mobile App allow all reps and managers – including resellers and distributors - to take care of business anywhere, anytime, on any device. They can also update customer records via Salesforce with the details of these conversations right from the field.
This mobility has reduced admin and paperwork for reps by 10% and enabled them to take on an average of one more sales call per day. Across the region that equates to almost 400 opportunities a day.