Abstract:

 Situation:

Hero MotoCorp, the world’s largest 2-wheeler manufacturer 18 years in a row realized 4 years back that it must introduce a new approach to build sales capabilities ofHero & channel sales team in view of rising competition and new VUCA (Volatile, Uncertain, Complex, Ambiguous) & Digital scenario.

 Challenges:

Challenge was to transform the mind-set of sales team from merely delivering products to providing world class customer experience & sustain it.

Interventions were required in regional languages at minimum cost& should be clearly differentiated fromthe competition so that the channel partners & customers see value in it.

 Opportunity:

Opportunity was to introduce a learning eco-system which is unique, impactful, sustainable and user friendly. Thus, was launched a unique, creative& innovative 1^st in 2-Wheeler Industry “Hero Sales Academy”.

 This award-winning virtual tool brought in certification programs as well as E-Learning programs in multiple languages accessible Anywhere-Anytime in India/ International markets to improve the efficiency & productivity.

 Outcomes:

Channel Sales team supported by the Hero sales team is now competent & customer centric as given below:

• Hero Happiness Score – Score on customer satisfaction with sales experience - improved from 8.34/10 in Sep. 2018 to 8.75/10 in Sep. 2019
• JD Power Syndicated 2-Wheeler Dealer Satisfaction Study – Rank improved from 4^th in 2017 to 3^rd in 2018 & 2^nd in 2019
• NSSC (National Sales Skill Competition) – Competency score improved from 67.06% in 2016-17 to 69.01% in 2017-18 to 73.39% in 2018-19.
• Many Awards from Industry Forums