Customer focus drives sales redesign
Our client is a global leader in the electrical energy industry renowned for pioneering a new testing approach. They have been designing and manufacturing instruments in Quebec since 1990 using strict quality control standards. The company is certified ISO 9001: 2008. Recently the organization underwent an ambitious sales redesign to facilitate global growth.
As part of its growth strategy, the company turned to Altimum IMS to optimize sales processes and streamline CRM guidelines. As part of the Deep Dive Discovery™ the president shared his vision for the company and together we set objectives and timelines for the organization.
An action plan was developed after numerous brainstorming sessions and planning meetings with the president, management, and employees. The following results were achieved:
Restructure the sales department to reflect a change to the organization’s sales model.
The foundation for restructuring has been put in place. This includes roles and responsibilities, job descriptions, compensation, and onboarding for new hires.
Standardize sales processes and reporting
All sales and customer service processes and procedures were standardized and documented in ISO to ensure continuity.
Conduct a customer satisfaction survey
Three hundred (300) calls were made to customers with a 13.3% response rate, that is 40 respondents. Questions consisted of a series of twelve (12) open-ended and Likert Scale questions. 76% of respondents said they were satisfied or very satisfied with the products. The customer survey proved to be very informative and allowed the organization to focus operational efforts on issues of great concern to customers. After six months, our client and their suppliers developed solutions to improve their products and increase customer satisfaction.
Create conditions to shift to a customer-centric organization
All employees received customized training for essential customer service skills. Following this training, a customer blitz was organized which allowed our client to be better informed about issues, to address problems on the spot, and provide necessary product training to avoid future problems. Valuable information was brought back to the organization allowing for key learnings and product enhancements that led to increased customer satisfaction.
Increase 2018 sales revenue by 30%
Overall, actions taken over a twelve-month period allowed the president to strengthen the organization and prepare for the next phase of growth. The organization is poised to achieve their revenue goals for 2018.