Breaking Away from Knowledge Silos: Common Traits of Companies That Struggle When Sales Staff Change

"Even though handover was supposedly completed, customer satisfaction still dropped." "Deals are stalling." — These are common issues companies face when sales representatives change. The root cause often lies in the 'personalization' of customer information — critical personal details about clients and the nuanced history behind deals that aren't captured in standard case management systems.

How can companies systematically capture and utilize information that currently exists only in individual employees' memories? To address this universal challenge, Takumi Kanai, who leads product planning and development at our ICT Solutions Division, has released a discussion video on our official YouTube™ channel. The video explores solutions from both frontline and management perspectives.

Video Highlights

1. What Happens When a Sales Representative Changes?

Even with case management systems in place, new representatives often hear from clients: "My previous rep, Mr./Ms. X, would have understood this..." This stems from the loss of personal context — such as negotiation background, personal preferences, and client hobbies — when a salesperson leaves or transfers, a phenomenon known as 'information personalization.' This section explains the risks of missed opportunities and customer attrition caused by handovers that appear complete but are actually incomplete.

2. Why Don’t Customer Backgrounds Stay Within the Company?

Many salespeople feel that "I’d rather be selling than entering data" amid their busy schedules, making information input a burden. Additionally, existing systems are typically designed around 'cases' or 'companies' as primary entities, causing fine-grained, person-specific details to fall through the cracks. This section dives into the structural reasons why customer background information fails to persist in organizations and emphasizes the importance of establishing company-wide data governance rules.

3. Designing the 'Input Entry' and 'Output Exit' for Knowledge Retention

To prevent knowledge silos, it’s essential to create systems that sales teams perceive as beneficial to themselves — easy to use and low-effort. The video explains the importance of using routine activities like business card exchanges as natural 'entry points' for data, and ensuring that information is easily accessible via smartphones as 'exit points.' It demonstrates how our sales business card management solution, SKYPCE, enables this seamless flow and shares an internal case study where cross-departmental information sharing led to approximately ¥200 million in new sales.

Overview of Sales Business Card Management 'SKYPCE'

Exchanging business cards is often the first step in building relationships with clients and partners. To help businesses securely manage collected cards and strengthen sales activities, we developed 'SKYPCE' — a smart business card management system. SKYPCE supports secure and efficient card management by enabling organization-wide sharing of card data. It features 99.9% accurate data extraction, visibility into daily sales activities, and a reliable database, all designed to support frontline sales teams. By actively incorporating AI, SKYPCE continues to evolve in line with changing business trends.

※ 'SKYPCE' is registered in the 'ISMAP Cloud Services List' as a product/service that meets the Japanese government’s security requirements.

SKYPCE Website

https://www.skypce.net/

YouTube™: Sky Inc. Official Channel

https://www.youtube.com/@Sky_Inc.

SKYPCE is a registered trademark of Sky Inc.

YouTube™ is a registered trademark or trademark of Google LLC.

Other company and product names mentioned are trademarks or registered trademarks of their respective companies.

Modifying any text or images (photos, illustrations, etc.) in this document, in part or in whole, is strictly prohibited for any reason or in any form.

The information contained herein is accurate as of the date of publication. It is subject to change without prior notice.