Client/Organization: Manufacturer and Distributor of Commercial Fire Protection Products

The Challenge

The client was relying purely on outside sales to generate leads and develop business. They had a team in-house that purely handled customer service over the phone.

The Solution/Milestone

We reviewed the business and it was felt that the customer service team could become more sales/lead generation focused as they resolved issues and could, in down time, cold call to generate leads for the outside team.

We put a workshop in place to bring the two sides of the business together. We revitalized customer service with new equipment, new job descriptions and remuneration package and re-designed the database to allow customer service to identify sales opportunities following resolution and also to bring in lists to cold call.

Results/Outcome

The company increased sales by 22% in the first 6 months. Turnover reduced in both areas as the teams were working together, sharing information and had a common goal.

Follow up/Sustainability

The company maintained the energy and teamwork and continued to grow and we returned for workshops and development of people.