This fast growing robotic surgery company needed to be more effective in service contract renewals, selling the right contracts to optimize surgical operations for each unique customer and their predicted future environment. They were also having way too many pricing conversations that needed to become value conversations.
Selling value and business outcomes was a big challenge. The field team needed to have some difficult conversations with customers, some around pricing and others ensuring customers knew they would no longer be receiving free services outside contract hours. Articulating the business outcomes that the right contracts bring to the customers’ surgical operations in financial and strategic terms was a critical component.
Pretium designed a custom program for the services management team that really hit the mark. That success lead to a program specifically customized for the field engineers’ role in the customer interaction process that covered business value articulation and other softer conversational skills, and all work was based on regional customer opportunities the teams were familiar with. This consistent, consultative approach was rolled out to the entire global team, receiving the best reviews ever generated at any of their global events.
Contract renewal rates and customer satisfaction with service have increased dramatically, and well beyond initial expectations.