Process Excellence

Background

The Wiltshire based courier and fulfilment franchise was established May 2015 by a management team that had amassed over 75-years of logistical experience between them. The franchise was born as-a-result of the City Link saga at the end of 2014. The team sought to deliver a first-class service for both clients and customers but faced the challenge of lack of clarity in structure and governance and the need to build its reputation and credentials from a standing start. One of the franchise partners met with Chalkhill Blue at a local business referral group and immediately saw the value that could be achieved in having a Business Coach to guide the team.

The Solution

Following initial group sessions with the client’s management team, Chalkhill Blue immediately identified both the strengths within the team and their challenges they were experiencing and subsequently implemented the coaching programme, systems and business tools to drive the franchise forward:

• Establishing clear and defined governance for the management team ensuring all partners had an equal voice in meetings.

• Coaching the management team to focus on critical business areas such as sales and marketing, business planning, test and measure.

• Ensuring the team focused on diligent financial management aspects of the business.

• Driving sales and marketing (including the identification of upselling opportunities) to develop the sales pipeline.

The Results

In the 12-months following the implementation of the coaching programme, the business had achieved exceptional month-on-month performance gains including:

• 100% increase in turnover;
• 10% increase in net margins;
• Increased operational scope and service proposition – increase in service options and revenue per client;
• Growth in international networks and capabilities;
• A refinement of the governance structure following the departure of a partner – a testament to the quality of the coaching with the remaining partners choosing to continue;
• Enhanced relationships with the client profile giving them the confidence to offer more services themselves;
• Awarded ‘Franchisee of the Year 2016’.