Field Sales Agent Productivity Roadmap
Paytm · APM
Using agent productivity and attrition data, define features and a roadmap to raise the productivity of Paytm's on-ground merchant sales agents.
Case Study
Paytm is India’s largest digital payments and financial services company which brings Merchants and Customers together to provides a platform for transactions to happen seamlessly.
Paytm has more than 2.5 Cr Merchant base. To build & maintain relationship with these 2.5 Cr merchants, to upsell & cross sell Paytm products, Paytm has a fleet of ~26K agents on the ground who visit the merchant on a regular basis. The Agent has an app In which he can see the merchants location on a map which he uses to identify the merchant on the ground. Agent is assigned an area on the ground to work in, which is identified by the light blue box and the merchants are represented as pins in the below screenshot:
Find some of the data points on the Agents
| Age of Agent in the system | Productivity | No. of Agents |
|---|---|---|
| <1 month | 3.50 | 2282 |
| 1-3 months | 5.59 | 11168 |
| 4-6 months | 8.51 | 7529 |
| 7-12 months | 5.83 | 3726 |
| >12 months | 2.73 | 1940 |
Attrition% after spending age in system
| Joining Month | <1 | 1-3 | 4-6 | 7-12 | Active | Total |
|---|---|---|---|---|---|---|
| Apr | 11% | 63% | 10% | 0% | 16% | 100% |
| May | 13% | 59% | 9% | 0% | 19% | 100% |
| Jun | 13% | 58% | 6% | 0% | 24% | 100% |
| Jul | 15% | 58% | 1% | 0% | 27% | 100% |
| Aug | 16% | 47% | 0% | 0% | 37% | 100% |
| Sep | 16% | 28% | 0% | 0% | 56% | 100% |
| Oct | 10% | 6% | 0% | 0% | 84% | 100% |
| YTD till Oct | 14% | 44% | 3% | 0% | 39% | 100% |
Productivity = No. Of tasks done by the agent/ day
Since Covid, 40% of the merchants have moved their shop locations
You are the PM responsible for increasing the productivity of the Sales network. Your objective is to come up with a roadmap to increase the productivity.
Expectations
- Mention the assumptions and hypothesis that you have taken
- Identify the features that you will build to increase the productivity
- Detail out the experience that the agent would use on the app
- Evaluate the impact against the features and create a roadmap for the product
This brief includes images that are only in the original file.