Industry
Primary: Wholesale and Retail Trade
Secondary:
Key Contribution
Developed and implemented a new, more scalable, and sustainable Business Market model using a direct/database marketing platform supported by a Telesales operation that resulted in material cost savings and a significantly improved EBITA % to Sales performance.
The Business
The business provided a nationwide, multi-channel experience in the retail stationery marketplace.
The Challenge
The Managing Director was looking to engage a Business Management Consultant to conduct a strategic review of its Business to Business (“B2B”) operation that consisted of an account management team and customer services contact centre for its business customers.
The Assistance Required
The Managing Director needed a Business Management Consultant with sufficient depth and breadth of commercial, B2B experience capable of breaking down the business into pieces, identifying the strengths and weaknesses of each component and rebuilding the business with a better focused, more cost effective structure and a more compelling customer offer to deliver improved trading performance.
The Approach
The Managing Director engaged a senior Business Management Consultant with sound commercial, B2B experience and the right personality to work effectively at all levels in the organisation to undertake a strategic review of its Business to Business (“B2B”) operation, identify and lead the implementation of new business structures, policies and practices through to a post implementation review.
The Results Delivered
The engagement ran for four months which saw the new Business Market organisation structure implemented on time, within agreed financial parameters and with minimal disruption to existing customers or the wider business.
Key results delivered during this engagement included:
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Completed the strategic review, recommending a series of actions be taken by the business to deliver to its new Business Market, multi-channel (i.e. Online – Retail – Telesales) strategy;
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Developed and implemented a new, more scalable and sustainable Business Market model using a direct/database marketing platform supported by a Telesales operation that resulted in material cost savings and a significantly improved EBITA % to Sales performance;
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Re-engineered several key business processes including non-range orders, pricing policy and structure, customer acquisition and care program and sales incentive scheme;
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Developed a marketing communications program focused on customer acquisition (e.g. South Island launch), customer on-boarding, existing customer retention and increased share of wallet and customer reactivation.
