Sales Support KPIs List
Using KPIs for sales support, an organisation can build powerful reports to improve sales productivity and customer support metrics like call time, wait time, on-time delivery, and product order lifecycle.
Technical & Product Support (Sales)
Related: Product Support Representative, Customer Support Analyst, Technical Support/Service Representative, Help Desk Administrator.
- Work Orders Completed – We endeavor to increase the number of work orders completed daily by each team member to enhance productivity.
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- Completion Success Rate – We endeavor to increase the completion success rate by ensuring work orders are successfully accomplished within the scheduled time.
- Schedule Adherence – We endeavor to improve schedule adherence by completing a higher percentage of planned job orders.
- Schedule Attainment – We endeavor to improve schedule attainment by ensuring the total number of completed work orders, planned or unplanned, aligns with expectations.
- First Time Resolution Percentage – We endeavor to increase the first-time resolution percentage by resolving problems effectively on the first call.
- Average Handle Time (AHT) – We endeavor to reduce the average handle time (AHT) for calls to execute orders while maintaining quality and efficiency.
- Offshore Percentage – We endeavor to reduce the offshore percentage by optimizing the balance between onshore and offshore technical and product support requests.
- Percentage of Applications with Product Adjustments – We endeavor to reduce the percentage of applications requiring product adjustments by improving the accuracy of initial submissions.
- Accuracy of First Quote – We endeavor to improve the accuracy of first quotes by increasing the percentage of accurate quotes provided.
- Time Spent on Rejected Orders (in Hours) – We endeavor to reduce the time spent on rejected orders by minimizing the hours required to handle them.
- Order Status Volume – We endeavor to increase the order status volume by efficiently managing the total number of amended requests per hour.
- Estimated Time to Ship (ETS) Volume – We endeavor to increase the estimated time to ship (ETS) volume by ensuring timely ETS updates are completed.
- Software and Warranties Special Returns Volume – We endeavor to improve the processing of software and warranty special returns to handle a higher volume within specified terms.
- Order Reject Volume – We endeavor to reduce the order reject volume by identifying and addressing the root causes of rejected orders.
- Drop-ship Order Tracking and Ship Confirmation Cases – We endeavor to improve dropship order tracking and ship confirmation cases by handling a higher number of cases efficiently.
- Number of Orders for Which Status Is Provided Daily – We endeavor to increase the number of orders for which status is provided daily to enhance transparency and communication.
- Daily Sales Order Warehouse Estimate Time Ship (ETS) Updates – We endeavor to improve daily sales order warehouse ETS updates by ensuring timely and accurate revisions.
- Software and Warranties Return Processing per Day – We endeavor to increase software and warranty return processing per day to enhance operational efficiency and customer satisfaction.
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Vendor Alliances & Management
- Total Vendors – We endeavor to increase the total number of vendors affiliated with the firm to expand our network and market reach.
- Total Vendors Sales – We endeavor to increase total vendor sales by enhancing dealer engagement and performance.
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- Vendor Compliance Rates – We endeavor to improve vendor compliance rates by ensuring a higher percentage of orders meet all targets.
- On-Time Delivery – We endeavor to increase on-time delivery rates by ensuring a higher percentage of dealer shipments are completed within the SLA.
- Order Cycle Time – We endeavor to reduce the order cycle time by streamlining processes to accomplish dealer requests more efficiently.
- Number of Marketing Exercises per Vendor – We endeavor to increase the number of marketing exercises per vendor to improve dealer participation in training sales agents.
- Vendor Cost per Unit – We endeavor to reduce vendor cost per unit by optimizing dealer expenses across product groups.
- Vendors within the SLA – We endeavor to increase the percentage of vendors operating within SLA by ensuring better adherence to agreed timelines.
- Total Number of Vendor Inside Representatives – We endeavor to increase the total number of vendor inside representatives to strengthen dealer support within the firm’s salesforce.
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Incentive & Rebate Desk
- Total Rebates – We endeavor to increase the total rebates offered to enhance customer satisfaction and drive sales.
- Average Rebate Cost per Order – We endeavor to reduce the average rebate cost per order by optimizing discount strategies while maintaining competitiveness.
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- Total Rebates Created/Booked within the SLA – We endeavor to improve the total number of rebates created/booked within SLA by ensuring timely compliance with sales agents’ requests.
- Total Territory Revenues after Rebates – We endeavor to increase total territory revenues after rebates by maximizing income corrected for discounts and incentives.
- Cost per Rebate – We endeavor to reduce the cost per rebate by streamlining discount processing and minimizing associated expenses.
- Percentage of Vendors Offering Rebates – We endeavor to increase the percentage of vendors offering rebates to enhance the competitiveness of dealer offerings.
- Percentage of Rebate Discount – We endeavor to optimize the percentage of rebate discounts by balancing competitive pricing with profitability.
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Pricing
- Number of Cost and Availability Cases Completed – We endeavor to increase the number of cost and availability cases completed to enhance operational efficiency.
- Time Spent on Cost and Availability Cases – We endeavor to reduce the time spent on cost and availability cases to improve productivity and streamline processes.
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- Cost and Availability Volume – We endeavor to increase the cost and availability volume by executing more tasks within the unit during a specific term.
- Percentage of Cost and Availability Confirmations within the SLA – We endeavor to improve the percentage of cost and availability confirmations within SLA by ensuring timely completion of cases.
- Bundled/Combined Product Percentage – We endeavor to increase the bundled/combined product percentage by offering more merged products at discounted prices.
- Discounted Product Pricing Rate – We endeavor to increase the discounted product pricing rate to attract more customers through competitive pricing strategies.
- Revenue per Unit – We endeavor to increase revenue per unit by optimizing pricing and enhancing sales performance.
- Gross Profit – We endeavor to increase gross profit by improving cost management and maximizing earnings.
- Segment Pricing – We endeavor to improve the application of segment pricing by effectively utilizing multi-tiered pricing strategies according to categories.
- Customer Projected Revenue – We endeavor to increase customer projected revenue by fostering long-term relationships and maximizing sales potential per client.
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On-Board/Off-Board Customers
- Account Setup Cycle Time – We endeavor to reduce the account setup cycle time to streamline the process of creating new accounts.
- Total Account Setups – We endeavor to increase the total account setups per person per day to enhance productivity and customer onboarding.
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- Percentage of Account Setups within the SLA – We endeavor to improve the percentage of account setups within SLA by ensuring timely completion of new account sign-ups.
- Account Cancellation Cycle Time – We endeavor to reduce the account cancellation cycle time to expedite the process of revoking current customer accounts.
- Total Account Cancellations – We endeavor to reduce the total account cancellations by addressing customer concerns and improving retention strategies.
- Percentage Account Cancellations within the SLA – We endeavor to improve the percentage of account cancellations within SLA by ensuring timely completion of account dissolution processes.
- The ratio of Account Cancellations to Setups – We endeavor to reduce the ratio of account cancellations to setups by increasing account sign-ups and reducing account revocations.
- Saved Account Percentage – We endeavor to increase the saved account percentage by restoring a higher number of accounts that are at risk of cancellation.
- Cost per Account Setup – We endeavor to reduce the cost per account setup by optimizing expenses while maintaining efficiency in creating new accounts.
- Cost per Account Cancellation – We endeavor to reduce the cost per account cancellation by minimizing expenses related to account revocations.
- Total Territory Revenue – We endeavor to increase total territory revenue by maximizing income from current open accounts in designated areas.
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KPIs or Key Performance Indicators for the sales or technical support department are designed to measure the optimal functioning and success of the organization’s ability to retain customers through its product support department. To achieve this, the sales support department’s key performance areas that need to be measured are customer support metrics like total call time, wait time, and sales order rejections versus completed sales, and vendor management measurements like the total product order lifecycle, and vendor cost per product unit.
Real-time KPI tracking allows for the identification of negative short-term trends before they develop into long-term crises.