Improving sales coaching for a global medtech leader

How automation and advanced analytics empowered employees

Who we worked with

A medical device and pharmaceutical company.

What the company needed

To simplify, digitize, and automate the field coaching experience. The company needed help to develop a mobile platform that could provide:

One centralized place for coaching documentation and scheduling
Real-time analytics to inform leadership
Greater adoption thanks to easy access on the go

How we helped

Replaced PDF-based processes with a digital solution powered by AWS
Delivered real-time analytics with Amazon Athena and Amazon QuickSight
Made it easier for employees to find data using voice-enabled agents

What the company got

Saved up to 5,000 hours of field agent coaching
Easier, faster, and more informed decision-making
Greater employee adoption for a highly skilled sales force

Challenge

A slow and siloed experience for sales

To keep the company growing and remain competitive, sales teams needed regular and effective coaching. Unfortunately, the coaching process relied on static, PDF-based field coaching reports – manual forms completed by sales managers after field visits.

Each report took two to three hours to complete, with limited interactivity or long-term usability. Once completed, the forms were stored in siloed systems that couldn't be analyzed or integrated with other performance tracking systems or training platforms.

The approach was painful and time-intensive. Sales teams were frustrated, and leadership was pulled away from revenue-driving activities.

Solution

A modernized experience powered by AWS

The company turned to Genpact and AWS to transform its field agent coaching system. Blending the technology of AWS and our industry expertise, we built and launched a cloud-based coaching platform to modernize field coaching operations.

The solution focuses on productivity, performance insights, and a mobile-first design. Key features include:

Digital first: The web-based platform, built on AWS ECS, replaces paper-based workflows
Speech-to-text dictation: Amazon Transcribe automates voice feedback so users can dictate comments on a coaching report
Smart analytics: Amazon Athena and Amazon QuickSight give leadership access to field agent insights quickly and simply to identify training needs
Offline accessibility: A Service Worker with session storage enabled offline feedback recording and syncing data once connectivity improves
Progressive web app: Full functionality across mobile, tablet, and desktop devices
Microsoft Outlook integration: Scheduled coaching sessions sync with MS Outlook calendars
Downloadable reports: The solution can generate PDF reports for HR or leadership reviews

Impact

Better for business and better for employees

The new solution helped the medtech company shift from a reactive, highly manual performance management model to a proactive, performance-driven culture. It has enhanced the coaching experience, boosted employee productivity, and improved visibility of sales performance.

Using the new solution, the company has:

Saved up to 5,000 hours spent on inefficient field coaching processes, equating to a 92% productivity boost for the agents
Significantly reduced admin tasks, so district and regional managers can focus on sales strategy and coaching quality
More informed decision-making thanks to a clear line of sight into selling and territory management analytics
Data-driven insights for training teams, so trainers can identify and address skill gaps
Greater employee adoption thanks to an intuitive user experience relevant to different roles and responsibilities across the globe

In short, the solution doesn't just meet – it exceeds – the company's expectations and has set a new standard for field agent training.