The solution empowers frontline staff and boosts performance through gamification in forms of sales planning, activity tracking and performance management scorecards and incentives

1. Frontline sales acceleration
via gamification
Improving turnover
rates of frontline
operations
Enhancing
productivity of
sales agents
Limited adoption of
frontline information
systems
Limited
coordination for
managing sales
Scaling up tools
to manage
performance
Design
considerations to
accelerate frontline
needs
Challenges faced by frontline channels
Empowering frontline staff and boosting channel
performance
Performance
management
Learning
games
Activity
acceleration
and tracking
Using mobility
tech for activity
acceleration and
tracking
“Management by
numbers” and
transparency around
performance drivers
Ensuring sustainable
change in productivity
and capacity building
Driving goal
orientation
and self-
management,
e.g, own
“game plan”
Creating easy-
to-access
knowledge
toolkit for
frontline
Context:
A regional bank based in Singapore was
seeking to improve sales effectiveness and
productivity of their frontline sales staff
across all business lines: retail, SME and
corporate banking. The bank was looking
for a digital tool for:
• Sales planning
• Activity tracking (daily activities)
• Performance management (scorecards
and incentives)
Recommended platform:
• Market landscape of sales acceleration
platforms capable of performing CRM-
lite functions such as lead
management, relationship
management and a 360-degree view of
the customer
• Identifying quick access use cases
made available to omnipresent
keyboard
• Defining management dashboards,
reporting frequencies and sales team
mobilization plans
Case study
Client impact:
• Improved both top and low performers in
the sales team
• Transparency of performance figures at all
levels
• Increased effective engagement of
frontline staff in sales and operations
• Achieved a 55% improvement in the
average productivity of sales agents
Leading interfaces and technology capabilities
Cognitive agents
(voice)
Gamification Recommendation
engine (sales
buddy)
Analytics of
frontline
performance
dashboards
AI keypad
(sales key)
Geo-tracking of
frontline
operations
Image processing
and OCR
Gamified learning
Sales knowledge
toolkit
Varun Mittal
Global Emerging Markets
FinTech lead
varun.mittal@sg.ey.com
Contact us
FinTech Hub
www.ey.com/sg/FinTechHub