Case Study: Transformation of the sales and operations process - strategy development and implementation
Medium- sized company, with around €30M in revenue , a net profit margin of 12% and 25 employees .
They import and distribute non-food products from the construction and DIY industry.
They worked with a traditional sales model, without digital tools and without clearly defined customer management processes.
🔻 Before consulting with the ExPracti team
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The sales field team was overloaded with administration - more than 50% of the time was spent on paperwork, rebate approval, writing emails, complaints and contracts.
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All orders were processed in Excel templates, without systematic digitalization.
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Prices and rebates for customers were determined at the sales manager level, without clear rules and a strategic approach.
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The focus of sales was on quantity, not on product profitability.
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Sales reps' results were below industry average.
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Customers' expectations regarding logistics were high, while the warehouse had problems with capacity.
🧩 Our job
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We conducted a detailed diagnosis of the work of the sales and operations team.
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We detected key problems and developed strategic recommendations with a detailed operational implementation plan.
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Together with the owner and the core team, we defined the dynamics of the implementation of changes.
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We educated the management team for faster and longer-lasting implementation results.
🧩 Key changes for the client
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The implementation of a digital platform for receiving and processing orders is underway.
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The administrative work of the sales team was reduced by 20%; part of the work has been redistributed.
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A strategy of prices and wholesale rebates according to customer segmentation for the next three years has been set.
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The sales team was educated on the importance and method of implementing the new strategy.
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Prices and contractual policies were analyzed in relation to the market, changes were proposed, and the sales team actively participated in the solutions.
3 months after cooperation:
🧩 Results for the client
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Sales growth: +7%
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Profit margin increased by 2 percentage points
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Customers have been informed about logistics arrangements, contract revision is underway
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The number of complaints decreased by more than 20%
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