Digital ID consumables

Overview

Digital ID is the UK’s largest on-line ID Card store with offices in Stockport and Hull. They have over 20 years experience, 22 staff including an internal sales team and over 2 million products in stock including ID Card Printers, consumables, Staff ID card badge wearing accessories and lanyards.

The company is very ambitious and is constantly looking at ways to increase sales and profitability. It enjoys a large amount of repeat business and attract clients from their Internet sites, but is always looking to increase their customer retention rates. Orders vary from one-off end user purchases to large, regular trade purchases with varying time scales and payment terms.

The company has 4 specific target markets, namely Private Sector, Trade, Public Sector, and Further Education. Each salesperson has their own client base and is targeted on a monthly basis to achieve pre-agreed sales figures.

Problems

• A large number of clients hadn’t purchased within the last 2 years for various reasons

• Accounts and customer relationship management software needed re-evaluating with regard to functionality and scope

• Further Education clients had a limited and time sensitive budget

• Brand awareness needed improvement

• Sales training was required for staff as sales opportunities were not optimised

• USP needed defining

• Issues with warehouse logistics, order processing, etc.

Solution

A full evaluation of current processes was undertaken including staff motivation, IT system optimisation, email campaigns, telemarketing techniques, customer evaluation, supply and demand chain efficiencies, and brand building

Results and Benefits

Company turnover and profitability has grown along with staff motivation and reward