Case Studies
Document Actions
Toll Group
The Toll business was founded in 1888 by Albert Toll in Newcastle hauling coal with horse and cart. It became part of the Peko Wallsend Group in the 1960s and was used by Peko to transport goods associated with diversified mining and manufacturing activities.
In 1986 it was sold to a management buyout team led by current managing director Paul Little. Since then, it has progressively grown through acquisitions and organic growth to become Australia’s only true ‘Integrated Total Logistics provider’, with an emphasis on e-commerce applications. It is currently the largest transport business in the ANZ region.
As part of Toll's commitment to customer service and a desire at board level to 'get closer' to account management it was necessary to adopt a group wide account management system.
Toll Group Business Development, headed by Hugh Cushing, was not interested in adopting "just another CRM system" as the group already had numerous IT applications whithin it's 31 business units. The key need was to design a system which all account managers from across the business units could use, see and update.
The primary focus is Toll's Top 50 accounts and the team at salesfox was asked to design a solution which would fit a certain set of criteria including: ease of use, access by all business units and a rigorous account management process to be applied unilaterally.
Using current Toll sales process IP as well as salesfox methodology, the team developed a 4 Pillar approach to account management including 12 Account Management models or assessments which capture all of the relevant strategic information as well as a robust action planning process for implementation by all personnel.
The system is delivered to Toll as a fully managed hosted service and will eventually manage the most strategic initiatives for aproximately $1billion worth of business.
Hugh Cushing says "this is an important element of our business capability, our customers are asking for it, our board require reporting from it and I am delighted with current ROI forecasts from our investment"
For further information on how salesfox can improve your account management processes please contact us via the link at the bottom of this page.
