B2B industry: CRM upkeep, follow-ups and quote chasing taken out of the sales team
A supplier to the mechanical engineering sector with 18 sales engineers documented calls late and did not follow up quotes systematically. Direct Scouts takes over CRM upkeep, follow-ups, quote chasing and operational reporting.
Key facts of the project
- Industry
- B2B industry
- Package
- 02 · Sales Time Recovery
- Team size
- 18 sales reps
- Period
- 60-day pilot, then open-ended
- Approval
- anonymised
Where the sales team stood
Sample case – illustrative values, to be replaced by an approved reference.
The supplier’s sales engineers are mostly on site with customers. Call documentation, status updates in the CRM and chasing open quotes were done between appointments or at the weekend – with corresponding delays and gaps. Sales management had no reliable overview of open quotes.
What was needed was not additional sales capacity but relief in the inside-sales share of the work: documentation, follow-ups and quote chasing were to be done in a structured way in the existing CRM so that the engineers spend their time with customers. Price negotiation, technical consulting and closing explicitly stay with the engineers.
What moved to us – and what stayed
Every task we took over has a pain point, a service and a metric. Price negotiation, customer meetings and closing stay with the customer.
- CRM upkeepPackage 02Pain pointDatenpflege verdrängt KundenzeitServiceData updates, documentation, status maintenanceMetricStunden zurückgewonnen
- Follow-upsPackage 02Pain pointOffene Kontakte bleiben liegenServiceStructured follow-up after a call or quoteMetricFollow-up Quote / Conversion
- Quote chasingPackage 02Pain pointAngebote versanden ohne NachfassenServiceStructured follow-up on open quotesMetricAngebots-Conversion
- ReportingPackage 02Pain pointVertrieb erstellt manuell StandardreportsServiceOperational reporting and data preparationMetricStunden / Datenqualität
Stayed with the customer: Price negotiation · On-site customer meeting · Closing
Team, systems, start
- Direct Scouts team
- 3 agents (German and English, native speakers), 1 team lead
- Systems
- Customer's CRM (Sales Cloud) via VDI, engineers' voice notes via the customer's telephony
- Process
- Voice note after the customer meeting → CRM documentation the same day → follow-up task → quote status chased weekly
- Reporting
- Weekly report with open quotes, follow-ups and hours recovered; monthly review with sales management
Hours recovered per sales engineer and week over 6 months
Three metrics the weekly report shows
- 100 %CRM documentation < 24 hcall notes and status updates within one working day
- 92 %Follow-up rateopen contacts followed up within the agreed period
- 6.4 hHours recoveredper sales engineer and week, month 6
18 sales reps × 6.4 h of recovered time per week work out at 499 hours per month – equivalent to roughly 2.9 additional full-time capacities and an increase in selling time of 40.0 %.
Same calculation as the Sales Time Check (4.3 weeks/month, 173.2 h per FTE, 40 % selling share as benchmark). Model value, not a commitment.Sample case – illustrative values, to be replaced by an approved reference.
Customer’s voice
„My engineers record a voice note and drive to the next customer. By the evening everything is in the CRM. That used to be weekend work.“
Similar starting point? Run your numbers.
The Sales Time Check shows in 60 seconds how much selling time is sitting in your team. On the intro call we go through the task matrix together.