Earlier this year, Lumos took the decision to redefine and optimise its processes and use Upya’s workflow automation and ticketing system features to create operational flows.
In these flows, each step completed automatically generates the next one, connecting the different teams within Lumos – whether at the headquarters or in the field. Workflow automation allows Lumos to increase speed and accuracy of execution, at scale – ultimately improving their overall operational performance and customer experience.
At Upya, we “train the trainer” to provide our distributors with full independence towards the use of their CRM. A few weeks before our trip, Lumos’ champions were trained on the newly developed sales flows, stock flows and service flows.
We landed on a warm Sunday evening in Abidjan, before boarding a short flight to San Pedro the next day. Around 45 people were present during the week-long training.
It started with a sales seminar – going over the product itself and the sales practices – before moving on to the Upya mobile app. It was Lumos’ champions’ turn to demonstrate, explain and answer questions – with us in the background, ready to support them. The newly recruited sales partners were keen to learn and their initial shyness quickly gave way to the contagious dynamism and enthusiasm that animated the champions and their CEO.
New processes involve some iterations and being on the ground allowed us to take their comments and feedback onboard and do the required adjustments instantly to provide a smooth training. We also had the chance to experience first-hand the friendliness and energy of the Lumos team – people we had been interacting with for a long time over Google Meets but never had the opportunity to meet in real life. We very much look forward to seeing them again soon!