by Jerry Briggs, CEO

Imagine a leading North American retail brand, operating across numerous locations, facing a period of significant change. A series of executive transitions created a ripple effect: increased team turnover, a dip in morale, and disruptions to their sales and service operations. The organization was experiencing a loss of valuable institutional knowledge.

This wasn’t about underperformance; it was a breakdown in core operational processes and how teams were supported.

That’s when we partnered with them to help stabilize their operations and begin the strategic task of rebuilding.

Understanding the Challenge

Following major turnover in a short span, their sales and service teams struggled to find a clear direction. Costs were increasing, revenue was declining, and key talent was becoming disengaged. It was a situation that required timely, strategic intervention.

Our mission was clear:

• Stabilize and evaluate current state operations.
• Rebuild their sales function.
• Restore accountability and boost team morale.
• And most importantly, drive profitable growth.

Our Strategic Approach

We deployed a unique, blended transformation model, tackling their challenges head-on:

• Rapid Assessment: We started with a 3-week assessment where we met the players, reviewed the data and made short- and long-term recommendations that we would help enact over the subsequent phases.
• Interim Leadership Support: We stepped in, integrating seasoned operators directly into key roles. This provided essential executive stability to help guide the turnaround effort.
• Establishing a BPO: In less than six weeks, we successfully launched a multi-seat Business Process Outsourcing (BPO) operation across two different locations. This strategic move significantly enhanced capacity while reducing operational costs.
• Sales Organization Revitalization: We initiated a comprehensive overhaul of their sales organization. This included restructuring teams, implementing performance-based compensation plans, and introducing a coaching-based quality assurance model designed to foster continuous improvement.
• Smart Technology Integration: We also rolled out a conversational AI solution. This technology now handles tens of thousands of interactions monthly, maintaining strong conversion rates while reducing interaction costs by over 50%.

The Bottom Line: Measurable Impact

In less than a year, our partnership yielded truly impressive, measurable results:

• An additional $35 million in annual revenue.
• A 25% reduction in total sales costs.
• A 30% reduction in underperforming staff, leading to a more efficient team.
• And a full 24/7 customer experience through chat, text, and automated phone responses.

We didn’t just address immediate challenges; we helped build a stronger, more resilient business. They now operate with enhanced systems, more empowered teams, and a robust foundation for sustainable future growth.

This kind of transformation isn’t accidental. It’s carefully designed and strategically executed.

If your business is navigating complex operational changes, or if you’re gearing up for significant growth, there truly is a more effective way to bridge that gap between “now” and “next.”

Ready to explore how we can help your organization? Reach out today to speak with our team.