Challenges
Foundations Recovery Network had a desire to increase the performance of their inside sales center. While other areas of their business were growing, this department remained stagnant.
Solutions
Southwestern Consulting (SWC) completed a 30-day analysis including shadow days and call center audits. A significant finding was that the inside sales reps had a negative association with the sales profession and didn’t identify as salespeople.
SWC came back to leadership with a variety of opportunities for growth and solutions to fix broken processes including:
- New sales processes & talk tracks.
- Training for the inside sales team to reframe sales as helping people.
- Methodologies the team was comfortable with.
“They uncovered many opportunities for improvement and broken processes. In some cases, we were too close to the problems to see them, and in others we were too egotistical to consider there might be a problem.”
Lee Pepper
Chief Marketing Officer
Foundations Recovery
Network
Results
ONE
The industry standard of call-to-client ratio for rehab facilities is 1%. When Foundations Recovery Network started with SWC, their ratio was even lower. Within a matter of months, they reached a 4% closing ratio, having a direct impact on lives saved.
TWO
Due to the remarkable results with the inside sales center, FRN requested SWC also work with their business development, admissions, and accounts receivable departments. Each additional project they engaged SWC for created a substantial improvement in performance.
Opportunities
- Stagnant Inside Sales
- Center
- Stalled Key Performance
- Indicators
- Lack of Improvement
Outcomes
- Improved mindset about sales
- Improved closing ratios
- Lives saved
