REMOVING A DAILY BOTTLENECK BETWEEN TWO TEAMS.
Field Sales & Admin Support - Brabantia
THE SITUATION:
The field sales team relied on admin staff to complete tasks on the in-house computer system whenever they were out on the road. When admin were busy, the sales team had to wait for answers - and admin had to stop their own work to help.
THE CHALLENGE:
Focus: Time was lost of both sides - admin interrupted mid-task, field sales left waiting for basic answers.
Systems: No documented process existed for using the in-house system, so knowledge stayed with admin rather than being something the field team could access themselves.
People: The dependency between the two teams created ongoing frustration, even though neither side was at fault.
THE APPROACH:
Built a training manual for the in-house system - with visuals, screenshots, and step-by-step instructions - drawing on existing in-depth knowledge of how it worked. Rolled this out to the field sales team through dedicated training sessions.
THE OUTCOME:
The field sales team could work independently on the system without waiting on admin, feeling admin from constant interruptions and removing the daily friction between the two teams. The manual outlasted the original problem - it became the standard onboarding resource for new employees going forward.
This example reflects earlier operational experience, and the same thinking now underpins the work delivered through Emma Baker Focus.
Contact us today!
Send us a message to get answers to any of your questions and we will get back to you within 24-48 hours or as soon as possible.
Emma Baker: FOCUS
Copyright 2025. Winscombe, England. All rights reserved.