90%+ Fill Rate & 5.3% Attrition for Harman's ISD Program

Harman International, a global leader in connected technologies for consumer electronics and automotive markets with over 30,000 employees across the Americas, Europe, and Asia, partnered with Channelplay for comprehensive In-Store Demonstrator (ISD) program management. The program aimed to drive operational excellence across retail channels in South and East India through strategic field force outsourcing and real-time performance tracking. Through Channelplay's comprehensive end-to-end management approach, Harman achieved 90%+ fill rates across both regions while maintaining an exceptional 5.3% average attrition rate during Q4 2024, establishing new benchmarks for field force productivity and statutory compliance.

Client's Requirements

Harman's ISD Program faced multiple operational challenges that required a structured, data-driven solution. The program needed to balance aggressive hiring targets with quality standards while maintaining rigorous compliance with Indian labor laws and ensuring consistent field performance across dispersed team structures.

Robust Recruitment & Fill Rate Management: Achieve and maintain 90%+ fill rates by implementing targeted recruitment strategies and rapid onboarding processes to ensure consistent In-Store Promoter (ISP) availability across retail locations in South and East regions.
Daily Productivity & Operational Governance: Implement real-time tracking systems for ISP productivity, hygiene standards, and attendance to maintain high operational standards and identify performance issues immediately.
Team Leader Performance Monitoring: Track Planned Market Visit (PJP) metrics and ensure Team Leaders maintain consistent field presence and supervisory effectiveness across assigned retail stores.
Comprehensive Statutory Compliance: Manage complete labor law compliance including PF (Provident Fund), ESI (Employee State Insurance), PT (Professional Tax), and CLRA (Contract Labour Regulation Act) requirements with proper registrations and timely payouts.
Performance Recovery & Zero Sellout Management: Establish proactive connect mechanisms with ISPs and Team Leaders in stores showing zero sellout to diagnose issues and implement corrective measures rapidly.

Why Channelplay?

Harman selected Channelplay for its proven ability to manage complex, multi-faceted field force programs at scale. The decision centered on Channelplay's end-to-end capabilities that extend beyond typical recruitment services to encompass complete operational governance, compliance management, and real-time performance tracking.

End-to-End ISP Program Ownership: Channelplay provides complete lifecycle management from recruitment through operations, payroll, and compliance—eliminating coordination gaps and ensuring seamless program execution.
Real-Time Productivity Intelligence: Through structured daily tracking mechanisms for attendance, hygiene, and productivity metrics, Channelplay delivers visibility into field operations that enables rapid decision-making and performance optimization.
Regulatory Compliance Excellence: With deep expertise in managing statutory requirements across multiple Indian states (PF, ESI, PT, CLRA), Channelplay mitigates legal and financial risks while ensuring accurate payroll processing.
Performance-Driven Field Connect: Channelplay's proactive engagement model—including regular connects with field teams when performance issues emerge—ensures continuous performance improvement rather than reactive problem-solving.

Our Approach

Channelplay designed a comprehensive, structured strategy aligned with Harman's vision to maximize in-store demonstrator productivity while maintaining the highest standards of compliance and operational excellence. The multi-pronged approach integrated recruitment, operations, compliance, and performance management into a unified system.

1. Strategic Recruitment & Fill Rate Optimization

Recognizing that consistent ISP availability is foundational to program success, Channelplay deployed specialized recruitment teams across South and East regions with clear fill rate targets and quality standards. The strategy focused on rapid candidate sourcing, screening, and onboarding while maintaining hiring quality.

Implemented regional recruitment networks with identified talent pools and pre-screened candidate banks to enable rapid deployment
Established structured onboarding protocols with product knowledge training and field hygiene orientation
Created incentive structures for recruitment partners to ensure sustained hiring momentum
Maintained continuous candidate pipeline to address attrition and surge demands

2. Daily Productivity & Hygiene Governance System

To ensure consistent in-store execution quality, Channelplay implemented a rigorous daily tracking system that monitors ISP attendance, field hygiene standards, and productivity metrics. This system provides real-time visibility into operational performance and enables rapid corrective action.

Deployed daily check-in protocols requiring ISPs to confirm attendance and report operational status
Established hygiene and presentation standards with photographic verification and Team Leader validation
Created real-time dashboards tracking attendance rates, hygiene compliance, and productivity trends by region and store
Implemented automated alerts for performance anomalies triggering management intervention

3. Team Leader Planned Market Visit (PJP) Monitoring

Channelplay recognized that Team Leader field presence is critical for effective field supervision and ISP management. A dedicated PJP tracking system ensures Team Leaders maintain consistent store visits and supervisory coverage.

Implemented structured PJP planning with target visit frequencies per store and team
Created mobile-based check-in system validating Team Leader store visits
Generated weekly PJP compliance reports by region and Team Leader
Established performance benchmarks and recognition for high-performing Team Leaders

4. Comprehensive Statutory Compliance & Payroll Management

Managing compliance across multiple Indian states with varying regulatory requirements is complex. Channelplay implemented centralized compliance systems ensuring accurate PF contributions, ESI registrations, PT calculations, and CLRA adherence across all ISPs and Team Leaders.

Maintained updated registrations for PF, ESI, and PT across all applicable states and store locations
Implemented monthly compliance calendars with automated reminders for contribution deadlines
Conducted quarterly compliance audits to verify accurate deductions, timely deposits, and documentation
Managed CLRA requirements including proper contract documentation, break periods, and statutory welfare contributions

5. Zero Sellout Recovery & Performance Coaching

When stores reported zero sellout metrics, Channelplay implemented structured performance recovery protocols. Regional managers conducted direct connects with ISPs and Team Leaders to diagnose root causes and implement targeted corrective measures.

Established alert protocols triggering management intervention when stores reported zero monthly sellout
Conducted diagnostic meetings with store ISPs and Team Leaders to identify performance barriers
Implemented targeted coaching on product knowledge, customer engagement, and sales techniques
Tracked improvement metrics with follow-up engagements to ensure sustainable performance recovery

Outcome

Channelplay's comprehensive approach to In-Store Demonstrator Program management delivered exceptional results across all key performance areas, establishing benchmarks for field force productivity and compliance excellence:

90%+ Fill Rate Achievement: Maintained consistent in-store promoter availability across South and East regions throughout Q4 2024, ensuring every retail location had adequate staffing to drive product demonstration and consumer engagement.
5.3% Average Attrition Rate: Achieved significantly lower-than-industry-average attrition (5% in September, 7% in October, 4% in November), indicating strong recruitment effectiveness, positive team culture, and effective performance management that retained quality talent.
Strong Productivity Achievement: Demonstrated consistent ISP productivity governance with monthly targets ranging from 63-78% (September: 78%, October: 74%, November: 63%), reflecting effective field management and real-time performance monitoring systems.
Daily Attendance & Hygiene Tracking: Implemented rigorous daily tracking of ISP productivity, hygiene standards, and attendance across all store locations, creating strong accountability and enabling immediate intervention when performance issues emerged.
Effective Team Leader Planned Market Visits (PJP) Monitoring: Successfully tracked and ensured Team Leader field visit compliance, maintaining consistent store coverage and supervisory effectiveness across South and East regions.
100% Statutory Compliance: Managed complete labor law and statutory compliance including PF (Provident Fund), ESI (Employee State Insurance), PT (Professional Tax), and CLRA (Contract Labour Regulation Act) requirements with proper registrations and timely payouts across all applicable states.
Proactive Zero Sellout Recovery: Regular connects with ISPs and Team Leaders in stores showing zero sellout enabled rapid diagnosis of performance barriers and implementation of targeted coaching, ensuring continuous productivity recovery.

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Conclusion

The successful management of Harman's In-Store Demonstrator Program demonstrates Channelplay's commitment to delivering comprehensive field force solutions that balance growth objectives with operational excellence and regulatory compliance. By integrating strategic recruitment, real-time productivity governance, rigorous compliance management, and proactive performance coaching, Channelplay empowered Harman to achieve industry-leading fill rates and attrition metrics while maintaining 100% statutory compliance.

Channelplay continues to help leading brands in the consumer electronics and automotive sectors achieve their sales and distribution objectives through our proven combination of talent management expertise, compliance excellence, and performance-driven field operations. Whether managing field promoters, retail demonstrators, or specialized sales teams, our end-to-end approach ensures sustainable growth and operational integrity.