Echelon Management - Case Studies

Sales Improvement at One Touch, Silicon Valley

This 10-year-old, $15 million dollar, high-growth, high-tech organization was experiencing extremely prolonged sales cycles and less than hoped for closing ratios on a solution that literally made 9 figure impact for many of their customers.

Customer Interviews were conducted to establish the end customers’ views on the true impact of OneTouch’s solution. A variety of proofs in a variety of industries were discovered amalgamated and fed back to the company for marketing and sales use.

Interviews and analysis of the sales tracking process in their state of the art Seibel software uncovered that the team was:

Facilitations with the executive team helped to create several sales management, and tracking tools to better focus the strategy. Coaching with all those involved in selling.

Customer Service Improvement at The Veterans Administration

"Mark Faust custom designed a Customer Service training and continuous improvement process for the Veterans Administration Hospital of Cincinnati. Gary Nugent, Director of the Hospital, noted to his fellow directors around the country (his letter is attached) that Mark Faust’s program took the VA facility from one of the lowest rankings in the VISN (one of five VA regional breakdowns of the nation) for Customer Service to the number one slot."

"The course work contained most all of the requested material (minus E-Mail etiquette) in this GWCC RFP. This success led to Mark conducting similar work for VA facilities throughout Ohio, Kentucky and Michigan. Again duplicating the success. Marked changes throughout the entire nation soon took place throughout the nation although Mark was not directly involved with those efforts."

Kentucky State Parks has over 10,000 full and part time employees and millions of customer contacts that are infinitely valuable to the State economy. After Al Lemeiux heard of Mark Faust’s communications and customer service training work with Meeting Planners International he sought ought Mark to conduct what was a very extensive park wide customer service enhancement project, that has ramifications that continue today, several years later.