Operação de loja · time de vendas
O app de vendas que me passaram depois que a versão web falhou
Eu tinha recomendado um app para o time de vendas desde o início. O cliente escolheu uma versão web, ela substituiu uma ferramenta que os vendedores já usavam, e as lojas detestaram. Me passaram o problema com um mês até o lançamento.
O texto abaixo ainda está em inglês. O resto desta página está traduzido.
- Período
2024—2026
- Escopo
Clienteling
Pesquisa de campo
ERP e CRM
Recuperação de produto
Resultados
adoção ativa pelos vendedores, de 60%
de assumir o problema até o lançamento
The problem
The recommendation had been an app. The client chose a web version, and it replaced a tool store associates were already using and already knew. Store teams were openly unhappy with it, which in a retail operation is not a satisfaction problem: it is a selling problem.
I was moved onto it on the strength of the results on the customer app, with one month until the replacement had to launch.
What I found
I ran field discovery with store managers and sales reps to map how selling actually happens on the floor — which is rarely how the process document says it happens.
The work
One month is a scope decision, not a schedule. I decided what earned a place and what did not, and designed mobile-first around the three things the floor actually needed: clienteling, inventory lookup and assisted selling, integrated with the retail ERP and CRM.
The other half was not product. I set up enablement and feedback loops so the stores had somewhere to put their frustration other than the tool — a rollout that had already failed once does not get a second neutral reception for free.
What changed
Launched inside the month, the legacy web tool was phased out, and active associate adoption went from 60% to 92%.