Enabled Sales Rep Assignment Optimization To Ensure Optimal Coverage for a Leading Equipment Rental Firm


To maximize the returns from their customer base & enhance customer engagement, the client wanted to assign reps for existing and new customers. They needed a solution that could help them prioritize customers and use their profiles to estimate customer potential. Post which Sales reps will be assigned to ensure CSAT remains high while cost of Sales reps is balanced.


We followed a three-step approach to solve this problem for the client:

  • Identified key metrics like past transactional behaviour of customers, geography coverage of the customer, length of past engagements, verticals that the customer deals in to determine the customer profile
  • Assigned a consolidated priority score to each customer based on the relevant metrics and use this score to enable rep assignment
  • Built an interactive tool for the client which helped them view profiles for their entire customer universe. It also compared how the currently rep-assigned customers differ from the rep-unassigned ones. Also pointed out the customers that qualified immediate rep assignment owing to the high value they brought to the client as well as their immense geographical coverage

Key Benefits

  • The solution enabled the client to understand customer requirements better through details of their past transaction behaviour
  • A more efficient method of Rep-assignment was introduced which helped customer retention
  • Client was able to enhance the returns from the customer through better realization of customer potential


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Optimized assignment cost, bringing it down by 6%

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CSAT improved by 8% over one quarter (QoQ)

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19% increase in cross sell opportunities identified

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