Randy Withrow Talks POET

“The users will be able to have customization on how they want to view the conversation. They will be able to go with the flow along with the conversation with the customer. For the users, it will look like and sound like (which is just as important) that we have a good advisory consultative selling process that the system is right in front of us,” said Randy Withrow.

 

“We know what we're talking about. We're not waiting on a return of some data to have a discussion with them, we can have that with them more organically and on the fly and it should be comforting.”

 

“First and foremost, we have this issue here, what we call broken orders. We've got a team that has to cancel and rebook a small percentage of our orders, almost daily.”

 

“Yeah, it's a small percent. But those are real orders with real risk that we don't meet a customer demand because of system limitations or with the problems.”

 

“Almost all of that, if not all of that, should go away. Right? So we should have those folks doing much more valuable customer-facing work in lieu of fixing systemic problems. That's one.”

 

“Two, is our order entry system, which I referenced earlier. It has a sometimes, depending upon what you're doing, a long load time. So there is this awkward silence sometimes or a bit of a pause when we're trying to have a conversation with a customer, that should be mitigated.”

 

“The user interface itself, in my view, it will flow along with the conversation. The user can navigate back and forth within a screen, as they see fit. With order entry, there is a flow and you get what you get.”

 

“Sometimes you have to click back to keep the conversation going or answer a question. It's a bit clunky. That should matter.”

 

“There are some user tools built into Salesforce, you know, some help, tips and tricks that you can see it, as you're on the phone with the customer or as you're navigating around. For us to do that, we have to have this offline goofy way where somebody has to go and look at a different screen somewhere else, figure out where they are and read it. It's complicated.”

 

“It doesn't work that great. Lastly, there is what we call an availability check. So in our current OE system, it's pretty binary.”

 

“It's red or it's not. Agents do have the option and ability to override that, but they oftentimes do that without a lot of the details nor information at hand. With Salesforce, they will have a more refined, more details given for the availability or unavailability to make a better consultative decision and have a better conversation with the customer.”

 

“Hopefully not having disappointments around availability. So those are all positive things that we should see, you know, month one.”

 

“Also, look forward to having an application and I hope our users do too! One that wasn't born two decades ago. That does matter.”

 

“You know, Salesforce does this for a living. It should be noticeable on day one. The navigation experience, the conversational experience should be noticeable on day one or month one, very early days.”

“It will take some getting used to; just like any change, but it's positive.”