Sales and Account Management Team Case 1.2- Effective Law Office Solutions, Inc.

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Sales and Account Management

Team Case 1.2- Effective Law Office Solutions, Inc. (p. 201) Case 1.2 Effective Law Office Solutions, Inc. (ELOS) Case Summary While the company is fictional, the outsourcing of office functions in the legal profession is a growing industry with a number of competitors. Administaff is one of the largest but there are a number of firms specializing in providing lawyers with "turn key" printing and office functions. The case is about the challenges facing Greg Braver, vice president of sales for Effective Law Office Solutions (HCOS), as he faces an increase in customer com plaints, a slower growth rate for the company, and increased competition. Started by John Marston as a general-purpose printer in 1980, the company has grown steadily by identifying a niche - office support systems for legal offices- and developing a customer-oriented approach to the customers printing and office needs. In 1985 the company made a strategic decision that turned about to be very good by deciding to focus exclusively on legal providers. Over the next several years the company developed a local, regional and national reputation handling the office functions of small and medium legal offices. In the last few years the company has expanded their services into mail and fulfillment, nvoice and bill processing, and marketing. In addition, they have introduced a new software package that enables administrative staff in law offices to input data, send it to ELOS, and have ELOS create all the forms. This package along with the additional services offered by the company has fueled consistent growth for the company throughout the 90's. Greg Braver had been hired to build a national sales force. With sixty salespeople in eight districts and two regions, there is no major city in the United States without an ELOS representative. The sales force is well-paid and the company has developed a successful recruitment strategy hiring individuals experienced with the operations of a doctor's office and training them on the specific products and services offered by ELOS. Recently, however, Braver and Marston have noticed some troubling signs. First, the company is still growing but its rate of growth has slowed, while competitors like Administaff have shown significant growth during the same period. Second, related to the first point, ELOS is losing an increasing percentage of new business to competitors. Finally, senior management (Braver and Marston) has the perception that customer complaints are increasing. Without a CRM system it was difficult to say for sure, but the anecdotal evidence suggests customer service has dropped leading to the increase in complaints. The Case I.! Teams will act as the Client-Firm/Organization C-Suite Executives and Management and be able to ask questions and also comment on your presentation and its recommendations along with your KPIs (Key Performance Indicators). This may include proposed Strategy Execution and specific tactics vour leam is proposing, including budgets for such changes. So, supporting details will be very important Ir Consultamt-bype hand-outs are developed for the presentation the quantity for the class should be at least six (6) sets/copies. Presentations will be delivered on either Tuesday, February 13, 2018 or Thursday, February 15, 2018 with Team Deliverable Documents (including Powerpoint (PPT) or Keynote (Apple) presentation file) to be turned in via Blackboard and/or Email on Friday, February 16, 2018 by 5:00 PM C1.2-1

Explanation / Answer

1) The company’s current strategy is not in line with the needs of the customers. The company has been hiring sales person who lacks understanding of customer relation. It focuses on hitting sales quota instead of maintaining good quality of service. The company has been expanding business and has difficulties in maintaining such a wide variety of business which lead to loss of some business oppurtunities.it has no key account sales team

2) ELOS can improve its relationship with existing customers and develop new business opportunities by establishing key account sales team which will identify new sales opportunities within existing accounts. Focus more on maintains existing clients and compensation should be based on customer satisfaction. The company should provide more monetary incentive on maintaining customer relationship. The company should access each kind of business performance. More salespersons should be offered to larger offices to handle larger workload

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