Increasing quote conversion by 11.8% in a service company
Sales process analysis showed that 24% of inquiries were left unanswered for over 48 hours. We implemented automatic notifications and response standards. Response time dropped to 3 hours.
Tech-Service Polska was losing orders because sales reps responded to emails too late. Solvium Strategia Sp. z o.o. stepped in to calculate where the money was leaking. We changed the way inquiries circulate and real results came in under 9 weeks.
The challenge
The owner saw the phone was ringing, but the Excel was missing new contracts. We analyzed exactly 423 quote inquiries from the second quarter of 2024. It turned out that as many as 97 of them didn't receive a quote within two business days. The average response time was 52 hours, which in this industry is a death sentence. Customers during this time had already called the competition and signed a contract with them. The system was simply leaky, and sales reps were lost in the chaos of inboxes. Honestly, no one had control over what happens with a customer after the first conversation.
Our approach
The Solvium Strategia Sp. z o.o. team spent 3 days in the client's Lodz office, observing daily work. We talked to each of the 4 sales reps without sugarcoating. We weren't looking for someone to blame, just checking why the system wasn't working as it should. We established a new path: from email to ready offer in a maximum of 4 hours. We divided tasks so that smaller inquiries were processed on the spot by a sales assistant, which relieved the main specialists. (By the way, the sales reps themselves felt relief when the constant sense of backlog disappeared).
The solution
We implemented a simple notification panel connected to the client's current system. Every new inquiry that hasn't been touched for 26 minutes now sends a red alert to the sales manager's phone. We prepared 7 specific offer templates that sales reps can edit in 3.2 minutes instead of writing everything from scratch. Now no one has to wonder what to reply to a customer or how to format a table in Word. The whole process became repetitive and measurable.
Results
After implementing the changes, the first response time to an inquiry dropped drastically. This directly translated into the order portfolio because customers appreciated the concrete approach and speed.
Timeline
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July 2024Audit of 423 historical inquiries and team interviews.
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August 2024Implementation of templates and configuration of mobile alerts.
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September 2024Live tests and correction of the results reporting process.
"I thought I needed more sales reps, but I just needed order in the processes. Now quotes go out before the customer can brew a second coffee. It simply works and you can see it in the cash box."