Portage Sales

BACKGROUND

Please describe your company and your position there.

I am one of three SVP Sales managing sales in North America. RLDatix is on a mission to change healthcare. We help organizations drive safer, more efficient care by providing governance, risk and compliance tools that drive overall improvement and safety.

Our suite of cloud-based software helps organizations reduce healthcare-acquired infections, report on adverse events, and ensure patient safety learnings are deployed effectively and immediately through dynamic policy and procedure management.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Portage Sales?

Over a period of 18 months, we merged 6 or 7 different businesses, bringing with them a variety of cultures, sales styles, and locations — not only in North America but around the world. All these different companies were operating as silos. They were used to carrying out a specific role, and owning everything within it.

And now they were being integrated into a single culture involving a broad spectrum of selling and collaboration - this all started with a new value proposition that encompassed the difference we make as a bigger company with more to offer. This would act as a base to get the team working together with a shared vision.

We needed to have someone help us piece it all together. We did some internal training at the start of Covid, but we really needed somebody external to come in and give us that formal structure.

SOLUTION

How did you select this firm and what were the deciding factors?

We were looking for someone who not only understood our dynamics, but also believed in themselves. Our business model is about working with our sales team and empowering them. So we understand the value of training. We wanted to take care of our people, and that's where Portage fit right in really nicely.

Describe the project in detail and walk through their service package.

We worked with another partner to build a powerful value proposition and needed someone to help us get it into our sales teams hands in a way that would allow them to go out there and use it immediately. Portage worked with that partner, conducted interviews across our team and included our thoughts and feedback into the design of the training program.

The program was initially built to be in-person, but due to COVID, Portage quickly pivoted and adjusted the program to be effective in a virtual format. They built activities and created a lot of opportunities for the team to practice. Then worked with the leadership team to reinforce the skills with their teams.

How many resources from the vendor's team worked with you, and what were their positions?

Managing Partner Sr. Facilitator Director of Client Success Sr. Analyst

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

We saw a shift from a few individuals having a fantastic year to a general positive escalation across the sales team. We had more multi-pillar deals, drawing from different lines of business. And we actually saw the value of the company grow quite dramatically. Within our teams, there was significant change in terms of people’s willingness to jump into the training and try new things. Portage set up a nice, safe environment for them.

The interactions, the training, the coaching circles — it was all a great forum for allowing people who might not have been comfortable to open up. It was transparent, honest and fair, and it encouraged everyone not only to feel better about the training, but also to feel better about speaking up. It reinforced that open culture, which is so important to us.

It became a source of peer support, which you really need but don’t always get in a sales environment. On that note, we also saw positive changes in terms of sales people trying their new messages with customers. And we’ve had feedback from people saying they liked the training and want more of it. Many companies look at training as a time-defined process: Here’s your training, now go out and sell.

But that's not the reality of effective training. It needs to be continual. Portage uses methods that enable you to circle back and get feedback. Similarly, the leadership circles are about adjusting and continually learning from the team out in the field, and reflecting the changes happening there.

How effective was the workflow between your team and theirs?

The one factor that was really important to us was flexibility in terms of timing, and Portage was great, even when we had to reschedule things for various reasons. The communication from them was always really good. We had regular opportunities to provide feedback at various stages. Portage was open to all of it, at any time. It was always collaborative.

It’s amazing the support they were able to provide given the complexity of our markets and our offering. They got up to speed very quickly, digested their learnings, and then integrated them into the training sessions. It was all a very positive experience.

What did you find most impressive or unique about this company?

I've done a lot of training sessions over the years, and I would say about 25% of them had any value. With Portage, what made the difference was the way they worked with us to craft our message and approach — how to deliver the training, how to best engage our team, how to follow up with them. We really needed Portage to understand the focus of our business and the message we were trying to get across.

They spent time with us, and got to know individuals on our team. It’s easy to go out and find a training organization. But Portage really wants to work with you, learn about your business, and help you over the long term. There are a lot of burn-and-churn sales organizations. They assume low numbers mean the person is simply a poor performer.

That’s old-school thinking. There’s a lot of cost and ramp-up time associated with bringing in someone new. You have to invest in your existing team. And it can’t just be a one-time investment. It needs to be annual, and built into your budget. It needs to reflect changing messaging and markets. That's where Portage can come in and help frame the narrative for the sales team and provide feedback to sales leadership.

Are there any areas for improvement or something they could have done differently?

There aren’t a lot of negatives around Portage, but if I could make a couple of suggestions, I would like to see even more focus on long-term engagement, and I would have liked to have an additional on-site session.

BACKGROUND

Please describe your company and position.

I am the Co-Founder of Canadian Leadership Congress

Describe what your company does in a single sentence.

The Canadian Leadership Congress is dedicated to creating events and research for leaders in the investment and financial services space in Canada.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Portage Sales to accomplish?

• Sales increase
• Sales strategy
• Company growth strategy

SOLUTION

How did you find Portage Sales?

Referral

Why did you select Portage Sales over others?

Referred to me

How many teammates from Portage Sales were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Last year, at this exact time, we found ourselves in a pretty major slump sales-wise for my company and our events were all undersold. I didn't have very much sales experience myself and my partner suggested we reengage Portage, because Portage had done some great work with us a year or two prior around client engagement. We were looking for some sales-specific coaching to help us navigate the next step in our business.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

I would say that Portage Sales has been a key partner for us in improving in 2024. You know, our sales have completely turned around. And that is a direct result of the work I've been doing with Portage. Not only are all our events sold out, in fact, we added a new event. And it sold out. And we had a waiting list. And I think we're gonna have to open more sponsor spots for that one next year. So it's off the chain. Really, it's been transformative. Our sales have grown by 35% to 40%.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

I loved working with Portage, it was super organized, super engaged, and just really empathetic .. warm, but also super practical. So you know, I felt like I could just share what our roadblocks were. For an organization like Portage that does probably more corporate work, bigger projects, I was really grateful that they were able to come and offer us something on the smaller side that fit for us.

Peter and the team at Portage would always hit their deadlines without fail. I would see us working continually with Portage where we can and certainly continuing on the sales coaching.

What was your primary form of communication with Portage Sales?

Virtual Meeting

What did you find most impressive or unique about this company?

From my standpoint, it's certainly the most sort of professional and most, like, the biggest breath in value that I think we brought to the business to date. Amongst all the organizations that we've worked with the fact that, you know, the initial sales training was great.

But the stuff that I've been directly involved with in the last year has been just incredible. And, you know, the fact that Portage can support on not only sales, but that Portage can support on strategy, and strategic vision too. 

Are there any areas for improvement or something Portage Sales could have done differently?

No 

BACKGROUND

Please describe your company and position.

I am the Vice President Sales & Marketing of EECOL Electric

Describe what your company does in a single sentence.

Since 1919 EECOL Electric has provided material and technical support for the construction, industrial, and residential markets from over 60 locations in Canada. EECOL Electric is driven to provide exceptional service, proprietary solutions, and a complete product portfolio to a diverse range of customers' electrical requirements in automation, utility, lighting, data communication, wire & cable, power distribution, and renewable energy.
EECOL's company culture is built on respect, integrity, honesty, and a shared passion for delivering a positive, memorable experience for our customers, partners, and communities.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Portage Sales to accomplish?

• Building the best high-performing team sales & marketing leadership team in the industry
• Continue to enhance a culture of openness, authenticity and courageous conversation amongst the team

SOLUTION

How did you find Portage Sales?

Referral

Why did you select Portage Sales over others?

• High ratings
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Portage Sales were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

The scope of the project was to deliver a year-long leadership development program anchored in key leadership training modules, paired with 1-on-1 executive coaching, all anchored in emotional intelligence (EQi) and 360 leadership. 
Key Deliverables:

• 1-on-1 growth development goal setting 
• Leadership team norms and operating practices 
• Accelerating major strategic deliverables for the organization

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

From the results side, we've had numerous record sales last year for record quarters. 10 out of 12 months were record sales, overall yearly company record sales. We've seen engagement from outside of our organization in the comments that we're hearing on what we're doing from even you know, outside talking about our marketing efforts and talking about our ecommerce and talking about our sales and how we go to market has changed.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

I can't express in words how easy it's been working with the Portage Sales & Leadership team. It's been seamless, they are on top of everything, they are prepared. They ensure that each of the training events are focused and meet and exceed mine and my team's expectations every time that we do want. 
The communication has been unbelievable. I know that I can rely on them to ask them a question. Personally, or professionally, if something that's going on in my world, I've also, you know, given my team and told them if they have something that comes up, feel free to contact the Portage team. And I support that because I have total trust and faith in what they're doing, and how they would help support my team grow.

What was your primary form of communication with Portage Sales?

Virtual Meeting

What did you find most impressive or unique about this company?

I would say it's Portage’s approach. They make it real, they make it relevant. They make it based on what is currently going on. It is not a copy and paste training seminar that the team puts on, it's very much driven based on what my and my team's or my organization's needs are. And it fits in and hits the mark every time. The effort they've put into the training is really thoughtful; I can't thank them enough for what they do.

Are there any areas for improvement or something Portage Sales could have done differently?

Honestly, no. And that is from speaking from the heart. They pivot when we need to pivot and they double down when we need to double down and that's the working relationship that I'm looking for in a company that I work with. And like I said, I wouldn't change a thing.

BACKGROUND

Please describe your company and position.

I am the Vice President, Client Services of Vigorate

Describe what your company does in a single sentence.

Vigorate is a Salesforce Marketing Cloud CREST Partner, uniquely positioned as the only Marketing-Cloud-focused partner in Canada with that designation, making them the go-to partner for emerging and innovative Salesforce products.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Portage Sales to accomplish?

• Finally, we aimed to improve the quality of our client engagements. Having a better thought of game plan going into a client conversation has certainly increased the quality of the conversations that we're having. This improvement in client interactions was needed to drive better outcomes and foster trust with our clients.
• Our primary goal for engaging with Portage Sales was to address the diversity in our team’s experience and unify our sales and client engagement approach. I mentioned that people were doing things a little bit differently, maybe talk track or responses to objections were not quite, you know, what we would want in terms of our positioning and our brand. This highlighted our need for a consistent and effective strategy across the team.
• Another key objective was to bring about behavioral changes in our team, especially in preparing for and conducting client meetings. I mentioned how the biggest thing has been some behavior changes with both our senior and junior staff regarding how we prepare for meetings and set objectives. We wanted our team to be more aligned and efficient in these client interactions.

SOLUTION

How did you find Portage Sales?

Referral

Why did you select Portage Sales over others?

• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Portage Sales were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

I would describe our engagement with Portage Sales as a transformative journey, focused on unifying and enhancing our team's approach to sales and client interactions. We have a pretty diverse team in terms of experience and roles, which highlighted the need for a training program that could unify some of that approach for us, a need that was effectively met by Portage. 

The key deliverables from Portage included a tailored training program that brought about behavior changes with both our senior and more junior staff, particularly in how we prepare for meetings and set objectives. The introduction of a unified call plan document became instrumental in our routine, ensuring we were well prepared and knew our objectives clearly before any client interaction. 

This training not only improved our behavioral change but also enhanced the quality of the conversations we were having with our clients. We appreciated that Portage's approach was not a one-size-fits-all solution but was instead tailored to our unique needs, demonstrating a deep understanding of our context and objectives.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Reflecting on our engagement with Portage Sales, I observed significant improvements in our team's performance. One notable outcome was the behavioral change in how we prepare for meetings and set objectives. Utilizing the unified call plan document has become a shorthand for our team, ensuring well-prepared client calls and effective follow-ups. This has been particularly evident in both our senior and junior staff. 

Another key impact was the improvement in handling client questions and objections. The talk track has gotten a little tighter, and this coherence has also aided in onboarding new team members, aligning them with our approach from the start. The training has also enhanced our client conversations. We are now better equipped to respond to changes in conversation direction, guide the conversation back to our objectives, and have seen an increase in the quality of these interactions. 

This improvement, while not yet quantifiable, has led to higher quality conversations and identification of better opportunities, as well as increased client trust. A standout aspect of our experience with Portage was their personalized approach. They understood our context and tailored the solution to fit our needs, which was a major differentiator from other partners. This approach was a main factor in the success we achieved through our engagement with Portage.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

My experience with Portage Sales was highly positive. Regarding project management, the management of the whole process was great, very transparent. Peter and the whole team set clear expectations. This approach included effective retrospectives to continually improve each phase of the project. They were also always concerned about understanding the need, the context from our side, and then tailoring the solution to be most effective. 

On meeting deadlines, I found that Portage consistently managed the timeline well. They kept the project on track, which was essential for maintaining momentum.

What was your primary form of communication with Portage Sales?

• In-Person Meeting
• Virtual Meeting

What did you find most impressive or unique about this company?

I can say that our experience with Portage Sales was exceptional. Their tailored approach, understanding our unique needs and context, was the standout aspect. Portage didn't try to fit us into a predetermined mold, but they tailored their solution to be most effective for our team and specific needs. The training led to significant behavioral changes, improving meeting preparation and client conversation quality. This change wasn't just a temporary fix but a sustainable change in behavior. 

The flexibility and adaptability of Portage, responsive to feedback and constantly adjusting to maximize training effectiveness, were also highly commendable. Portage's commitment to understanding our unique challenges and tailoring their approach accordingly was what truly set them apart. This experience with Portage Sales was not only unique but highly beneficial.

Are there any areas for improvement or something Portage Sales could have done differently?

I don't have any examples at this time.

BACKGROUND

Please describe your company and position.

I am the Business Development Manager of Spare Labs

Describe what your company does in a single sentence.

At Spare, we're building the future of mobility through shared and on-demand transit. Reach out to learn more about our software solutions for paratransit, micro-transit, dial-a-ride and ride-hailing services. Additionally, our mission is to make every ride possible, focusing on accessibility and efficiency in transportation.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Portage Sales to accomplish?

• establish a strong foundation for my new BDR team
• focusing on creating a shared success standard
• differentiating between market research and identifying real sales opportunities

SOLUTION

How did you find Portage Sales?

Referral

Why did you select Portage Sales over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Portage Sales were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

When I stepped into leading the BDR team, I recognized the need for a structured approach to enhance our sales fundamentals - something to address the skills gap and the absence of shared expectations for success amongst new team members in their first six months. Our engagement with Portage focused on establishing this shared standard of success and imparting key sales techniques specific to our market. 

Key deliverables included developing a unified language around sales fundamentals, improving sales call techniques, and understanding value-based selling. This training helped hone in on the fundamentals, the foundational components, and the concepts and skills needed to do successful business development. The collaboration aimed at solidifying core sales skills, enhancing the team's efficiency, and improving our ability to identify and qualify sales opportunities effectively.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The project established a shared language within the team and embedded reminders of core sales techniques firmly within the team’s practice. Throughout the process, it became very natural for us to reference those fundamentals and establish a shared language. It also acted as a constant reminder for the team to always ask open-ended questions, approach your cold calls with a format, and understand your selling to value. 

Additionally, we saw more meetings in the calendar and more opportunities, demonstrating the tangible impact of the training. The process was marked by Portage’s adaptability and personalized approach, resulting in true care throughout the engagement.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Reflecting on my experience with Portage, I would say they were quick to initiate the engagement, with their readiness being a key factor in our decision to work with them – the referral came from a co-worker and there was the expediency of it. Their adaptability in responding to our team's needs was commendable. 

Portage Sales' ability to engage and animate a virtual training environment was particularly impressive, as conducting effective training over Zoom is no easy feat. However, they were well prepared and their project management and responsiveness effectively addressed what our team was looking for.

What was your primary form of communication with Portage Sales?

Virtual Meeting

What did you find most impressive or unique about this company?

What most impressed me about Portage was their personalized and empathetic approach, demonstrated through their adaptability and responsiveness to our needs. Their engagement style, particularly in a virtual setting, was remarkable. More than just imparting knowledge, their training fostered a shared understanding and language within our team, enhancing the overall learning experience. 

Adrienne's skill in enlivening a Zoom room and making the team feel comfortable and involved was exceptional. This ability to create a relaxed and participatory environment, despite the challenges of virtual training, really stood out. The combination of their empathetic nature, personal relationship-building, and tailored service truly distinguished Portage Sales in our engagement.

Are there any areas for improvement or something Portage Sales could have done differently?

We received our entire package of training materials from Portage upon completion of the program, but I would have like to get it up front to look ahead at the training.

BACKGROUND

Please describe your company and position.

I am the SVP of DUCA Financial Services Credit Union

Describe what your company does in a single sentence.

DUCA is a financial services credit union.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Portage Sales to accomplish?

• Sales enablement to drive brand awareness
• Lead generation to build connections with new advisors

SOLUTION

How did you find Portage Sales?

Worked together previously

Why did you select Portage Sales over others?

Great culture fit

How many teammates from Portage Sales were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

For what projects/services did your company hire ‘Portage Sales’. What were you looking to achieve while working with them? (no character limit) When we got together as a team at DUCA Credit Union, and decided to create our own Specialized Lending Unit, while each member of the team was known to advisors in our network , we weren’t known as a Specialized Lending team at DUCA.

We needed to create the sense amongst our advisors that we were a team at DUCA, ready to do this together - and we didn’t really know how to go about doing that. It was about creating a brand. We started by focusing on connecting with new advisors, and doing net sales as a consequence of that. We did that for quite some time and realized we needed to not only create a brand, but also generate a positive internal rate of return. With Portage, we were able to do that.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Advisors are talking to each other about the events we've had, advisors have even mentioned to us things like “A friend of mine was at one of your wine and cheese events, and said that I should give you a call”. So word of mouth about what we’ve been doing has gone around quite a bit, and that’s cool because it’s very unique to us.

Along with that, we were able to beat our hurdle rate and establish a genuine community across our brand. One of the virtues Portage brings to the table is that they move very rapidly with an idea. We’ve done that on a few occasions, notably when the time from inception to delivery has been really quick.

Along with that, Portage takes feedback exceptionally well, and that’s very important in this business. They have the ability to tweak and rebalance immediately to ensure it’s in line with what I have in mind. The focus isn’t on doing things a certain way, the focus is on making sure we get to our end result.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Portage is meticulous about project management and extremely responsive.

What was your primary form of communication with Portage Sales?

Virtual Meeting

What did you find most impressive or unique about this company?

On top of the success, it’s fun working with Portage! And as we all know, days can get pretty intense sometimes. So, when I’ve got a Portage meeting, that’s one where I know I’m going to enjoy myself.

Are there any areas for improvement or something Portage Sales could have done differently?

nothing

UPDATED REVIEW

BACKGROUND

Please describe your company and position.

I am the CEO of Quantum Mob

Describe what your company does in a single sentence.

We are a Toronto-based end-to-end digital innovation firm with a passion for building beautiful & functional products that deliver results. We've built custom software in finance, marketing, sales, edtech, and enterprise management to automate business processes, achieve campaign goals, and assist the growth of companies.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Portage Sales to accomplish?

• Create a culture of courageous conversation
• Managing client meetings with purpose
• Small "n" negotiation - client management

SOLUTION

How did you find Portage Sales?

• Referral

Why did you select Portage Sales over others?

• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Portage Sales were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Our training was primarily focused on things like ‘Client Management Fundamentals’, and a lot of the topics were focused on transparent communication and being honest, being human. Our first value is how to be human. Although it sounds stereotypical, our team of engineers did not always excel when it came to client communication.

However, working directly with clients, it was essential for our engineers to be able to establish strong relationships and foster trust. Effective communication was an integral part of achieving this, which is why we believed that communication training would greatly benefit our team. It was critical for us to open up the training in a way that our employees could learn to work effectively with our clients and internally with different departments.

The whole team thought it was such a great training. I truly feel that was such an impactful end result. People are talking about it, actively practicing it together, and retaining the knowledge. It was meaningful across the board, for every level. I would honestly recommend this type of training to a ton of folks. It not only hit the mark, but it was also the most up-to-date, in the type of training as well.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

It’s the feedback, we began incorporating more open feedback into our general operations and process. I think this really opened the door for our team to engage so there’s a lot more of giving others feedback, and being able to receive it properly. It’s not this big, built-up thing anymore. It’s sharing knowledge in a transparent, non-egotistical way while communicating how to improve together.

People are contributing more, and feeling more engaged. We can give more transparency to the team because we feel like they can handle the transparency in where it’s coming from. There’s an expectation on their end as well, which I love. I love that they are expecting more out of us too.

It really is a bigger tie into the mission of the organization, and when you get more people that are tied into the mission, you get more out of everyone as well. You get more engagement, more passionate people. You get people that try harder and at the end of the day, people who feel more fulfilled. 

The facilitators were excellent and really engaging. You can tell there’s a passion for it. That’s the part that makes a difference - when someone actually cares about what you’re accomplishing with the training as well, and tuning in to make those pivots actively with your team.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Having frequent touchpoints with Portage’s leadership team to ensure the training met our goals and pivoting slightly in the directions that made sense was very helpful. The facilitation of that process, making sure our needs were constantly met and steering so that we can be effective throughout the engagement was a key highlight. They responded and listened to every concern and request that we had and tailored the program to our ongoing needs.

What was your primary form of communication with Portage Sales?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

The habitual adoption of the training was critical to me. It wasn’t a one-and-done. It wasn’t “apply this framework and then you’re good”. It was the question of - how is Portage going to help us change the organization? We discussed a lot about stickiness and a lot of the research and knowledge that Portage had regarding how to apply learnings continuously and make sure it sticks. That’s what really resonated with me.

Are there any areas for improvement or something Portage Sales could have done differently?

We would love to figure out an ongoing engagement model that allows us access to their expertise throughout the year.

BACKGROUND

Please describe your company and your position there.

United is a national industry leader known for its high quality standards. After 45 plus years of experience, we continue to deliver services that are high in quality, innovative, professional, and that ultimately ensure maximum value to our clients. United offers services in support of facility maintenance such as janitorial, sanitizing, disinfection, decontamination, Day Porters, landscaping and more.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Portage Sales?

For the last three- five years we’ve been developing our infrastructure to grow the company. But during this journey, we realized that there was a disconnection with our customers. We made a lot of assumptions and really needed to get in touch with how our customers business has evolved.

So, it was very important that we listened to the customer, get their feedback, and then re-strategize on how to move forward with our engagements with them. We wanted to know what we were doing well, and what we were not doing well. We wanted to have an open and honest feedback — to be transparent. With that in mind, our first priority was our vision statement. Our vision 2020 plan was to hear and act on the customer's needs, in real time.

So the number-one goal in engaging Portage was to be able to interview customers and actually listen to their feedback. Our second priority was to create a go-to strategy for the regional grocery segment. That was a segment we wanted to grow. And the third priority was to really understand what our sales structure should look like — what resources we needed in the organization in order to expand in that segment.

SOLUTION

How did you select this firm and what were the deciding factors?

Portage was highly recommended by a colleague of ours. So we really did not look at any other consulting firm. And after our initial meeting, I was very confident they could achieve what we were looking for based on alignment of our values and thinking.

Describe the project in detail and walk through their service package.

In the early stages of the project, Portage worked closely with us to gain an in-depth understanding of our business, our customers, our competitors and the general market. Then they conducted interviews both with our internal teams and several customers to gain insights on the value USG brought to the table, what was important to our customers’ key decision makers and where we needed to improve. They came back to us with clear and actionable direction:

• - Buyer and champion profiles - who they are and what’s important to them so we can shift how we engage with each
• - USG’s Value Proposition - in a clear and concise format so that anyone talking to a customer can articulate our value
• - Sales and Account Management process and structure, including KPIs, workflow and role descriptions

How many resources from the vendor's team worked with you, and what were their positions?

President, Managing Partner Director, Customer Success Sr. Consultant Project Manager

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

The customer personas that came out of the interviews were very helpful. It became very clear from the interviews that, for example, corporate customers behave differently than independent customers. And certain customers may require a digital approach, while others may want a human resource in front of them.

Based on that, we’ve improved our sales processes in order to allow us to now understand how we can cater to and customize our interaction with those customers. Another key insight was that United needed to create a strong customer communication strategy. Our teams have passion and commitment, and usually provide superior customer service. But it was key for them to understand why they were reacting to customer needs. In addition, the customers emphasized the need for us to become more proactive.

We’ve used that feedback to roll out a new audit quality system that proactively coordinates and communicates with the customer in real time. We’re also creating a new app that will allow for daily, real-time communication with our customers. And we’re going to have more focused communication activities like quarterly business reviews, annual reviews, and customer appreciation events. We’ve also revamped our sales structure and created a new key account management role for retail grocery.

That person has been introduced to our customers, and I can already say that the customers are absolutely elated. They feel we’re listening to them, and we’re really taking care of them. The corporate customers in particular — they have so much on their plate, and they feel this is going to really help relieve that pressure by not having to follow up with us.

In addition, we've created action planning sessions where we can share and follow up with customers. And our audits are now built into our case management system, so that every issue logged automatically creates a case, with an open date and closed date. And if cases are not closed, we can have a discussion to find out why, and what input we might need from the customer.

How effective was the workflow between your team and theirs?

The project management was fantastic. The project manager kept us on track. And I have a lot of projects in my organization right now because of the business transformation going on, but she relieved a lot of my pressure. Because I didn't have to do anything for this engagement. Portage overall was very focused.

Their roles were well-defined. One person did the interviews, they came back, they passed the responses to strategy analysis and go-to-market, and so on. And the project manager held us all together, with a clear agenda and timeline, because I was particular about that. We wanted to launch at the end of the year so we could start off the new year with the new business segments.

What did you find most impressive or unique about this company?

Portage helped us break our own assumptions. We've been in business for 45 plus years, and with customers changing, we knew we had to change. Portage helped us break our old mindsets, and did it very well. What I also really liked, and what my team liked, was the customer interviews. I think they were done amazingly well. We got great feedback. Portage was really able to probe and understand what customers want, and get open and honest feedback.

Our quarterly meetings have centred on that feedback — e.g.: This is what the customer told us, this is what we heard, and this is where we’re going. Portage also did a fantastic job with the personas and developing KPIs to help us move forward with customers based on the feedback.

Are there any areas for improvement or something they could have done differently?

I would like to see more go-to-market implementation — a more detailed implementation strategy for us to work on afterwards.

BACKGROUND

Please describe your company and your position there.

We help organizations drive safer, more efficient care by providing governance, risk and compliance tools that drive overall improvement and safety. Our suite of cloud-based software helps organizations reduce healthcare-acquired infections, report on adverse events, and ensure patient safety learnings are deployed effectively and immediately through dynamic policy and procedure management.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Portage Sales?

With all the M&A activity, we were experiencing growth at a rapid pace. In addition to trying to manage that change and get to know the new members of our team, we were trying to create a curriculum to roll out a consistent message to everybody. We understood that training was necessary, but we were trying to take it on ourselves, and it almost became an additional job for us.

SOLUTION

How did you select this firm and what were the deciding factors?

We were looking specifically for assistance developing a sales strategy to sell at an enterprise level. We were working with sales reps who had to sell to a VP or C-suite and were now being asked to take on these additional responsibilities and we wanted to ensure they were comfortable After our earlier engagement with Portage, many of the team members expressed that they felt even more confident.

Describe the project in detail and walk through their service package.

Portage took the time to understand our new training needs - they did not simply assume based on the previous engagement. Once we defined the needs they worked with us to adapt their training to our specific situations - including working with our internal experts to share real world examples and tools that are relevant to us.

How many resources from the vendor's team worked with you, and what were their positions?

Managing Partner, Sr. Facilitator Director of Client Success Sr. Analyst

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

The added confidence from the training has enabled reps to talk about solutions from a more horizontal, holistic perspective. That has helped them close more and bigger deals. Their sales are more multi-product and multi-pillar, across different verticals. They have the confidence to ask the right questions, ask for meetings, engage other reps, and work collaboratively as a team. The reps who took the training have closed deals significantly larger in size. And the results speak for themselves. Moreover, other reps can see what has happened and that the training is working.

How effective was the workflow between your team and theirs?

There was always great communication from Portage, and our culture meshed with theirs very well. Even despite all the ongoing changes at our company, and the fact that we were doing a lot of the training virtually, it worked well. In fact, because it was virtual, members of our team who were being added and transitioned could jump into the training at different times. They could join at any point and benefit from current training as well as recorded sessions. They could join breakout groups and sessions with other colleagues. That flexibility was incredibly helpful to us. We always felt like there were upcoming sessions with additional content the reps needed to learn, and it didn’t matter that they weren’t all starting at the same time

What did you find most impressive or unique about this company?

I was impressed with how much Portage was invested in understanding who we were as a business. It wasn't generic training; it was highly customized for our specific needs and sector. Also, we had some very senior team members who have worked in healthcare for 20+ years. At the same time, we had some junior reps. Both groups had different needs, but both could take something away from the training. Every rep benefits from an engagement with Portage. I also think the ability of Portage to evolve and pivot has been important. Our teams will continue to grow. Our brand has changed recently.

Knowing that Portage can evolve and pivot with us and serve as that consistent messaging channel is critical, especially now that people trust it. More specific to the training itself, I liked the format of it. First off, it was delivered in digestible chunks of one and two hours, which made it palatable for the team and kept them engaged. Second, I enjoyed the variety. Some of it was onsite, some of it was virtual. There was whiteboarding, there was roleplay. Members of our team also presented topics throughout the course.

People learn differently, and the training reflects that. It wasn’t always the same. It was also a combination of ensuring people were comfortable generally with the material, but also providing them with opportunities to move outside their comfort zone in order to bolster their confidence and encourage them to think differently and try something new.

Are there any areas for improvement or something they could have done differently?

Nothing at this time.

BACKGROUND

Please describe your company and your position there.

Powered by a passion for technology, Spiria designs and develops custom digital solutions for industry leaders who want to run better businesses, deliver more value to their customers and generate growth through digital transformation. As we grow, we stay true to what we love: quality software, technological innovation, and creative collaboration.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Portage Sales?

Our organization was going through rapid growth, and that was requiring some changes in the sales organization while adapting to some new pressures. We were bringing on new people and in a B2B custom software development services organization, it's a different selling process than selling a product. I wanted to take advantage of the fact that we had enough new people, plus some people who were used to old methods, and have everybody refocused into a new training program that would help them move quickly and progress.

SOLUTION

How did you select this firm and what were the deciding factors?

Portage was interesting to me for a couple of reasons. One was the leadership of the organization, Adrienne and Peter, and that they’d put these training methods to use and had success with them in their own careers. On top of that, Portage took the time to sit with me and understand our unique needs, and build a program that would address our needs in a very custom format. I didn't have to accept some prepackaged steps 1 through 10. Portage took the time to understand our needs and build something that was very flexible for us.

Describe the project in detail and walk through their service package.

There were lots of different tools. There was some prep material, and surveys, and work sessions. During the sessions we’d break out into small groups to practice what we learned. We also built customer win stories, which were a fantastic tool to help communicate successes. The team really enjoyed the working sessions. And that’s not just salespeople, but also pre-sales, office management, and account management people — different personality types. But at the end of the day, we're all trying to solve for the client and understand their needs. And if we bring them what they're interested in, and the quality is there, then sales is just a result in my mind.

How many resources from the vendor's team worked with you, and what were their positions?

Director of Client Success, Managing Partner, Sr. Facilitator, Sr. Analyst

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

In 2021 we had almost a 50% increase in overall sales, which was phenomenal — and that was during the pandemic. We are on track for another 25% in 2022. We’re also engaging with larger brands, and building longer engagements with those brands. From a data perspective, each member of our team is able to contribute at a greater level. I feel Portage was a key factor in a lot of that success. I also feel the engagement and alignment is better across the team. Our sales, account management, pre-sales, and even some of the operations team that participated are all aligned in terms of our approach and methodologies around how to better qualify clients and understand their needs.

How effective was the workflow between your team and theirs?

Our engagement was during the pandemic, in a virtual setting. And I found that despite that, Portage was able to be engaging and thought provoking, and challenge the team. We’re a diverse group, split between three different offices in Toronto, Gatineau and Montreal. So somebody's doing something in one city, and we need to be able to translate that and learn from it in another city. Portage was an important partner in bringing that together.

What did you find most impressive or unique about this company?

I think Portage brings an understanding and willingness to listen and hear what their clients are going through. I think that makes a big difference. They’re also flexible and adaptable. We were on a path with a specific program that we had built with them, and then partway through the program, our business was continuing to evolve at a really fast pace. We saw some unique needs that we needed to address. As a result of that, we talked, we recalibrated, and we made some changes to the program on the fly. They’ve got multiple members on their team — it’s not just the leaders who are engaged. They all have a purpose and they all do a really, really good job of bringing everything together constructively.

Are there any areas for improvement or something they could have done differently?

We communicate with Portage outside the program on an ongoing basis, so we never get to a point where I find there's something major that we need to address. And they’re very receptive to feedback. We’re very aligned. We're partners, both trying to achieve the same goal. I would simply say that I don't want that to change. I want that regular touchpoint.