We call ourselves CRM’s (Customer Relationship Managers) – many of us are reps in the field looking to be connected to HQ, and some of us are team leads looking to ensure our reps have what they need to execute on what their day brings.

Being out in the field can be an isolating role – and because we don’t have a central place for content and conversations, we are often chasing and waiting on what we need (based on who we know) – which can be frustrating when we have a full calendar day and want to provide the best customer service possible.

Ensure our service meets our referrer needs by providing staff effectiveness via a ‘brain’s trust’ – currently we are not all connected, which means some of us miss out on conversations or have different information/understanding about the same topic. It’s essential our work is organised by topic, as time is not a luxury in the field to sift through email trails to try and make sense of things.

Creating a Team for CRM’s in the field that will formalise the multiple existing pockets of personal networks where our reps reach out to each other for advice. In addition, for leadership to update Sales reps with the latest information and happenings. Channels for topics such as: Medicare, Covid-19, Compete, and modalities such as Ultrasound, MRI, CT, Mammography, etc.

By means of survey we aim to measure

• Every rep feels supported and confident in making decisions in the time frame they need
• Every rep feels connected to HQ and in the loop of the latest discussions and documentation