TMS Professional is highly experienced at implementing SMB programs that deliver sales results and build ongoing relationships with our Client's prospects and customers. Below is a case study detailing how the world's largest office supply retailer partnered with TMS Professional to improve sales in both Direct and Contract accounts.
Challenge:
When a leading office supply retailer decided to outsource their Territory Account Management (TAM) program to two of TMS Professional's competitors, they expected to see performance results in line with those achieved by their internal TAM group.
When results fell below expectation, the company sought to find an experienced partner who could not only recruit former internal employees, but had the experience to staff the program in both call center and At Home environments.
Solution:
TMS was selected to test a pilot program that would not only include some of the Client's former TAM employees but would compete directly against the existing two providers. The original pilot staffing model was 25 TAMS but grew to 65 TAMS based on TMS Professional's recruiting and staffing process which identified highly qualified TAM candidates for both call center and At Home placement.
In addition, through extensive consultation with the Client, TMS developed a proprietary CRM tool to meet specific needs of the client. This tool improves sales efficiencies by tracking and trending numerous variables that allow TMS to analyze trends, purchase decisions, gaps in revenue and lost revenue reports thereby allowing TMS to quickly implement targeted sales campaigns that directly address the buying and non buying behaviors of the Client's customers.
Results:
From program launch, TMS has exceeded the Client's performance goals and has consistently trended above the other two vendors.
- Quota Attainment: 110%
- Territory Account Penetration: 100%
- Average Monthly Sale month/month: $3MM
- Number of Contacts month/month: 85,000
- Performance against other vendors: +25%
Additional Results:
Based on these results TMS was asked to expand to a total of 120 agents and at month 8 of the program developed and implemented a Winback program designed to stimulate sales in customers that have failed to order from the Client within the last 6 months.
This program piloted with 10 agents and has since expanded to 40 agents based on profitable program results.
- 8,000 completed sales calls month/month
- Order growth +6% month/month
- Average Incremental monthly revenue: $110,000
- Residual purchases: $35,000
TMS Professional prides itself on developing sales solutions for clients with the most difficult challenges. In addition, we know how to take demonstrated results and evolve programs to meet individualized needs of divisions, brands or channels.
To discuss your business challenge or goal, contact us here.
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