Napco National partners with INDEVCO Consultancy for B2B transformation

Saudi manufacturer Napco National has overhauled its B2B division’s business model and business operations to increase efficiency and profitability, and build capacity and agility to stay on top of a changing landscape. The year-long transformation was supported by consultants from INDEVCO Consultancy.

In 2017, Napco National’s B2B Solutions division (which manufactures and sells high-end personal care and medical disposables) faced a series of challenges in its business operations. To name a few: the business operated with a high-cost territorial sales structure focused on individual customers, limited scalability potential, underdeveloped key sectors, and eroding prices and margins. .

Additionally, the customer experience varied greatly across customer segments, internal processes were mostly manual, and customer service was under pressure. Overall, the picture was clear: the B2B Solutions division needed to completely transform its business model and operations to keep up with the accelerating pace of change in Saudi Arabia and the more than 60 export markets it serves.

An extensive end-to-end transformation program was launched, which began with the development of an overall business strategy (based on a comprehensive six-month assessment). Achieving the vision of this strategy would require both significant organizational change and a comprehensive process and digital transformation of the business.

To help implement this vision, Napco National has partnered with INDEVCO Consultancy, a management consulting firm with extensive strategic and operational industry experience.

INDEVCO Consultancy experts worked alongside the Napco National team on the design and reconstruction of the B2B Solutions organization. The joint team created a new sales and marketing matrix structure that ensured that sectors, products and customers would have proper focus.

Injecting new elements into the structure, the project team established new roles to improve the customer experience, created new scalable functions, reworked job responsibilities across the company, and realigned performance management with new key performance indicators.

Leveraging INDEVCO Consultancy’s deep experience in business excellence, a new B2B direct marketing system was designed and built. Post-go-live, the new system would provide lead nurturing and targeted customer engagement, spark direct conversations, and facilitate feedback on customer pain points critical to digitizing the customer experience, all serving to drive retention. and customer loyalty.

These mechanisms were then woven into a digital transformation that electronically linked the entire “Lead to Prospect” process to the “Active Customer Arc”. This rollout further armed account management with digital tools to close the customer engagement loop. Following this, a brand new corporate dashboard system was created and deployed.

“We could not have accomplished this transformation without the experience, skills and guidance of INDEVCO Consultancy.”
– Dean DeLoe, Vice President of B2B Solutions at Napco National

To activate and integrate the new ways of working, INDEVCO Consultancy guided what are called “Business Roadshows”. These roadshows made it possible to communicate the global and integrated nature of the change in the five countries concerned by the transformation.

Reap the benefits

Four years after the launch of the program, the strategy has been defined, initiatives have been rolled out and employees are adopting new working methods. According to Dean DeLoe, head of “B2B Solutions Strategy” and now Vice President of B2B Solutions, Napco National is reaping the rewards of transformation.

“What we started a few years ago was like going to the moon. We have set ourselves the goal of totally revolutionizing the business-to-business sourcing industry in the GCC. The technology, the tools and the structure did not yet exist. The original company was still using the practices of the 1970s!

“Now, a few years later, the change and digitalization in this region is increasing every year at an exponential rate, and Napco B2B Solutions is ready to lead this revolution.”

Collaboration with INDEVCO Consulting

“We could not have accomplished this transformation without the experience, skills and guidance of INDEVCO Consultancy. They had the unique abilities to help us achieve a vision that at the time seemed unattainable,” DeLoe said.

Some of the main initiatives and expertise provided by NDEVCO Consultancy include:

  • Redesign of the organizational structure to better manage the change implemented
  • Creation of an integrated B2B direct marketing system
  • Build a world-class online customer platform, coupled with a CRM system and service support center to digitize and add value to the customer experience
  • Put in place a performance management and career development structure to enable a fully engaged workforce
  • Initiate a sales model by sector to better serve customers
  • Connect with logistics and supply chain to improve delivery efficiency
  • Introduce business intelligence to have maximum visibility of data and insights
  • Transition from the old sales approach to a new digital-first approach

Speaking about the company’s involvement, Maya Khalifeh, award-winning director of INDEVCO Consultancy, said, “As customer experience is the new product and time is the new price, we believe that Napco customers National B2B Solutions will greatly benefit from these initiatives and projects.”

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