From Product-Focused to Relationship-Focused: Revolutionising Sales at Goodpack

Challenge

Goodpack, a leading provider of efficient supply chain solutions, aimed to transition from a product-focused to a relationship-focused company without compromising quality. However, they faced several challenges. The sales team lacked assertiveness, making them vulnerable to industry disruptions and hindering growth and success rates. Previous attempts to improve value for customers through training and new talent hiring resulted in culture assimilation issues and poor retention, leading to supply chain backlogs and dissatisfied customers. The unpredictable COVID and post-pandemic world further intensified these challenges.

Solution

To address these challenges, Leadership Trust took charge of implementing a sustainable solution across Goodpack’s vast network, comprising 5000 collection and delivery points, 50 depots, and 4 million containers. They employed interactive briefing and back briefing methodologies, encouraging real-time incremental improvement through the practical application of customer issue resolutions. Development workshops were conducted with regional teams, facilitating a comprehensive diagnosis of sales issues and enabling the senior leadership to acknowledge their role in addressing them. Leadership Trust designed and implemented an impactful intervention to permanently address the obstacles.

Leadership Trust took charge of implementing a sustainable solution across Goodpack’s vast network, comprising 5000 collection and delivery points, 50 depots, and 4 million containers.

Results

The outcomes of the transformational initiative led by Leadership Trust were remarkable. Goodpack experienced an impressive USD 26 million increase in revenue. They successfully restored purchasing power and achieved a significant improvement in cost inflation recovery, rising from 50% to 100%. The intervention also fostered a bridge in regional gaps and enhanced vertical line communication, facilitating a more cohesive and efficient business model.

The positive cultural behaviour cultivated across all teams created an environment conducive to collective problem-solving and encouraged the reinforcement of successful outcomes. The sales team underwent a profound transformation, gaining confidence, context, and new techniques to handle tough client conversations without experiencing any account losses. Escalations to the CEO were significantly reduced, and the team demonstrated an energized understanding of the company’s long-term goals.

Remarkably, these organization-wide changes were implemented within just four months, showcasing the effectiveness and efficiency of the intervention. The success of the initiative led to a continued partnership between Goodpack and Leadership Trust, with ongoing tailored approaches for long-lasting change and development.