Sales Managers and representatives across the globe had no way to record critical metrics about customer engagements while in the field. Instead, metrics were recorded later by each employee manually in Microsoft Excel. After the end of the month, developers collected the sheets and uploaded the data into a department database for reporting.
This manual process created two issues. First, sales representatives did not record the details of their customer engagement until long after the event making it less likely they recorded the data accurately. Second, the manual upload process meant that data was often out-of-date when it was finally available for analytics. These issues made it impossible for the client to leverage customer engagement data for active decision-making.
