Engaged Sales Support Teams

Project Detail

Client: A regional dental plan provider

Opportunity: Streamline New Business and Renewal processes and redesign team structure to drive optimum performance and collaboration between a Sales Sup- port team and an Administrative team


  • Combined tasks to reduce handoffs
  • Designed and deployed a workflow system and database – Displayed visual measures on white-boards
  • Reorganized into process-focused cross-functional teams


  • Removed barriers to collaboration by combining support team members from three departments into one team
  • Cleared work backlogs to operate on 2-day turn-around
  • Process streamlining and team performance improvements improved labor capacity by 12%

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