31% sales growth for a parts distributor from Tczew
The company had a problem with low conversion from email inquiries. We implemented a new conversation script and a 15-minute call-back system. After 4 months, turnover increased by nearly one-third without increasing advertising spending.
We started working with the distributor from Tczew when their sales department could not handle the influx of inquiries. Market potential was huge, but money was leaking due to lack of procedures and slow work pace.
The challenge
In December 2023, the company lost an average of 14 inquiries per day. Salespeople replied to emails on average after 78 hours. The customer often bought from competition before even getting a quote. Conversion from inquiry to real order was only 9.2%. The owner invested in ads, but their effectiveness decreased because the office was a bottleneck. We organize sales from scratch, so we had to start from communication foundations.
Our approach
We sent a two-person team to Tczew: Arkadiusz and Beata. For 12 business days, they analyzed every step of the salespeople. Results matter, not promises, so we didn't do boring lectures. Instead, we introduced a '15-minute call-back' system and implemented specific scripts for handling price objections. We focused on every customer email receiving a reply with a specific offer within a maximum of 30 minutes of the office opening.
The solution
We built a new inquiry handling standard at Baltic Growth Partners. We introduced a simple CRM that alerts when an inquiry waits longer than fifteen minutes. Each of the 6 salespeople underwent training in closing sales over the phone. We also changed the offer preparation method – instead of long PDFs, the customer now receives a quick link with a quote and a 'Order' button. We based everything on hard data and measuring the response time of each employee.
Results
After 4 months, the company from Tczew achieved record financial results. Most importantly, the growth occurred with the same advertising expenditures as before. The Baltic region has no secrets from us and this implementation confirms that.
Timeline
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January 2024Audit of sales department work and listening to calls in Tczew.
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February 2024Implementation of sales scripts and CRM automation.
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March 2024Launch of 'Quick Response' procedure and conversion tests.
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May 2024Summary of results and handover of processes to the board.
"Baltic Growth Partners showed us that sales is not a matter of chance, but a process. We stopped wasting inquiries we pay for in ads. We work on hard numbers and it shows in the wallet."