Solution
Improving sales efficiency, reducing costs, and increasing revenues from existing clients.
At the beginning of our collaboration, we focused on analyzing the company’s sales process, using tools such as mystery shopper tests to identify problems and sources of inefficiency in this area.
The tests allowed us to identify the most common mistakes salespeople made. To address these issues, we conducted individual workshops with the sales team to improve the effectiveness of their conversations with potential clients.
Although the sales team used a dedicated CRM system, not all client data was entered correctly or promptly. We proposed changes and best practices, enabling the company to continuously monitor the effectiveness of sales activities and implement optimizations using their existing CRM system.
By collecting data in the CRM in real time, Isprzęt.pl can quickly identify which sales activities and lead sources generate additional costs. These costs include work hours spent on conversations and creating and sending offers that do not result in transactions. This knowledge allows the company to allocate resources where they generate the highest returns, such as increasing marketing budgets for campaigns that create the most valuable leads.
Challenge 3: Improving order fulfillment, client communication, and automating internal processes
The main issue with order fulfillment was the complicated internal process. At most stages—such as determining product availability, handling returns and complaints, logistics, and shipping—teams across the company lacked full clarity on who was responsible for each area.
The solution was to design a new process addressing all possible order fulfillment scenarios, considering payment methods, delivery options, and product availability. Responsibility for each stage of order fulfillment was assigned to the appropriate departments and employees. We helped the Isprzęt team create a cooperation process between departments, adjusting the organizational structure with a clear plan for employee competencies. We’ve made automated email notifications for customers for each stage of the order fulfillment process.
This improved communication with clients, streamlined the entire process, and helped Isprzęt employees understand each task’s role in the store’s functioning. As a result, the number of inquiries regarding order fulfillment significantly decreased, shipping errors were minimized to zero, and customer service ratings on comparison engines improved to 5 stars.
Changes in team structure also helped reduce order fulfillment times. Automation played a role in customer service, sending accounting documents, discount codes, customer satisfaction surveys, collecting feedback, and handling returns and complaints.
Challenge 4: Auditing and improving marketing efforts across various channels
We started by identifying issues with web analytics and implementing changes in Google Analytics. We highlighted key metrics to monitor to assess the effectiveness of marketing activities and set new goals.
We analyzed past activities with the client across channels such as Facebook/Google Ads, comparison engines, and newsletters. Through a series of meetings, we developed strategies that the client tested in these channels. As a result, the client gained a deeper understanding of customer needs, preferences, and the store’s marketing potential. We regularly worked with the Isprzęt marketing team to enhance their competencies and implement repeatable processes for planning marketing campaigns based on inventory data.
Due to months of work in this area, a series of campaigns was launched at the end of the year. Coordinated actions across multiple channels aimed to drive traffic to landing pages dedicated to specific promotions, fully utilizing the holiday season’s and year-end sales potential. The sales campaigns cleared idle inventory worth 125,000$ in working capital from the warehouse.
