Results

• Increased customer service rating from 2.5 to 4.5 (out of 5) – from average to extraordinary
• Increased sales by 24% with no additional hires/positions and higher profitability
• No turnover within sales or customer service during assignment
• CEO enjoyed three vacations during assignment; now takes every Friday off to spend with family

Company Profile & Position

• In business over 25 years
• B2B, military
• VP of Sales

Situation

• Company did not have a strong sales organization or formalized processes
• Increasing customer service issues
• Turnover in sales management and sales positions
• High turnover in distribution network
• Wasn’t realizing financial growth necessary to support the infrastructure in place
• Everyone reported to the CEO
• Little differentiation between inside and outside sales teams

Implementation

• Established clear job descriptions for inside and outside sales
• Defined outside sales territories and restructured sales department to align
• Hired and trained replacement as full-time Sales Manager (rather than costly VP of Sales or equity BD partner)
• Set-up committees to interface with sales and manufacturing to improve customer service delivery

Cerius Insights