A fintech company engaged us to support the transformation of its commercial model. By digitalizing end-user service channels, branch representatives needed to evolve into commercial advisors focused on selling solutions to medium-sized businesses.
The change involved shifting from resolving technical user inquiries
to conducting business conversations with business owners from a B2B perspective, demonstrating the impact of solutions on merchant KPIs and building trust in a new commercial role. The challenge was to support the team in this role evolution, mitigating resistance and building confidence and ownership among both executives and leaders.
We conducted a diagnostic assessment with leaders and teams to understand perceptions and resistance to the change.
From there, we co-designed, together with a cross-functional team, the new commercial engagement process with businesses, using a product launch as an MVP. In each session, we worked on a key element in the customer journey for this
new product. We consolidated a tailored consultative sales methodology and supported its adoption through a training program and case clinics applied to real accounts.
The project included an Excel deliverable focused on three stages: account discovery, strategy definition, and execution/negotiation of agreements.
