The owner described the starting point herself: “We've been trying to get systematic for a good three years. We've worked with these consulting outfits three or four times, and it never gets far.”
The company was growing but ran on gut feel. The owner: “We try to introduce something, we put the effort in, we roll it out, and then we can't keep it going.”
The owner no longer goes around checking who hasn't replied. The system reminds the rep about a stalled chat and about a customer nobody called back.
That removes up to 80% of the daily oversight: the manager looks at the summary instead of standing over people.
Every chat is read automatically, refreshed every 15–20 minutes, with a daily summary for the owner. Rep activity is measured right down to clicks in the CRM.
Numbers appeared that had never existed: median first reply, the share of people waiting over an hour, the deal cycle.
We reviewed a real chat where the customer was ready to pay and got the bank details twenty minutes later.
New rule: the delivery note and the payment details go out immediately, two messages in a row, without waiting for a reply.
A rep enters the order number and gets a finished invoice and delivery note. Nothing is assembled by hand any more.
Each week we take real conversations and go through them with the reps: where a question about specs replaced a question about need, where the reply came late, where a customer was let go for no reason.
The reviews are recorded, and they've become the training library for new hires.
A separate engagement report: when a rep is genuinely in conversations and when they aren't. It used to be a matter of trust; now it's a chart.
We went through every order and split customers into segments: who bought what, what people add to it, and how long afterwards.
From that we built the upsell list and the call script.
Comparing the January–May average with August.
In August, 481 new enquiries produced 51 orders. At the old conversion rate the same 481 would have produced 34. Without a single extra hryvnia of ad spend.
Twenty minutes on a call. You tell us how your sales work, we tell you where to start and what it costs.