Case Study: ZEN Energy Systems

SUMMARY

A B2C solar energy provider is focused on scaling its business in a sustainable way, and realises that a solid sales process, plus structures around recruitment, sales best practices, and training are key to that. The Managing Director says that working with EXCC is delivering measurably more consistent business results.

BACKGROUND

ZEN Energy Systems is a solar energy business established in 2014 that’s focused on the business-to-consumer markets. ZEN designs, sells, and installs residential, commercial, and off-grid solar systems, and then provides on-going customer support to the end user.

ZEN has an office in Auckland, and another in Rotorua. Currently there are nine staff members, but the business is recruiting for an additional three or four people.

THE PROBLEM

Stefan Teat, General Manager says: “Our sales process, and how we dealt with customers wasn’t as structured and as consistent as I would have liked it. Around 2018, we had a period of growth, but it was unmanaged growth, with poor processes in place. It wasn’t a sustainable kind of growth that would provide a platform for further growth and profitability. After analysing and reviewing where the business was at, we took it back to basics.

“I knew that going forwards I wanted to scale the business properly, with the right processes in place. I want to provide the best possible customer experience, and do so consistently.

 “I reckon if we’d have tried doing everything by ourselves, without the help of EXCC, it would have set our growth plans back by at least two or three years.”

THE SOLUTION

“Jason was recommended to me by a good friend,” says Stefan. “At the time, Jason was working for another company, but I felt like they had a defined sales model. I was looking for someone who was prepared to get their hands dirty and figure out the nuts and bolts and really try and help us scale the business in the way that we wanted.

 “When Jason formed EXCC, I felt that was the perfect time to start working with him, as he’d have more flexibility and freedom to help us, rather than working for someone else. The time felt right and I’d mulled the decision over for so long, that I had no doubts about going ahead with Jason. Especially as my friend had such a good experience working with Jason. So we started working with EXCC in 2020, and I see it as a long-term partnership.”

OUTCOMES

Sales process and structure

“EXCC’s initial work was focused on our sales process, and having a structure around sales. We’d created a basic sales process, and Jason evolved it by adding in best practices, and tweaking and honing the process to give us a really good structure. And now we’re working on the training and everything else that goes with that. Jason has the knowledge and understanding of how to deliver a really high-value customer service and great results. And that helps our team, our business, and our customers to get what they’re after. It’s given the team a lot more confidence in how they interact with customers, and the team understands what we stand for, and how to act in the most customer centric way.”

Recruitment assistance

“Jason is very hands-on with our recruitment. There was just one sales person when he started working with us; now we have a team of five.

 “Jason is always there to help us understand the suitability of the candidate; if the candidate is going to fit in with the culture of the business; and if they have the skills we need to balance out the team. He even sits in on all the candidate interviews with us, and is part of the vetting process. That’s a really valuable part of what he offers.

 “Jason’s input offers a fresh perspective; he has more experience in the realm of sales excellence, customer service, and so on. He also considers things such as how to drive and motivate a particular person. So he comes at it from a different angle to me.”

Extended DISC

 “Extended DISC has become a central part of any hiring that we do. It increases the chances of us getting it right, and decreases the chance of us getting it wrong. But it also helps me understand where our potential employees or candidates are going to need more support, so we can tailor how we help them based on how they operate and who they are.”

Leadership skills

 “Jason’s been very helpful in leadership development, especially in terms of how to scale the team and delegate. I now feel more confident that not everything has to fall on my shoulders, be it with regard to sales, marketing, or project execution. It’s given me more freedom to focus on the things that I need to focus on to get the business to go in the direction we’re heading. Focusing on the strategy and execution side of things, rather than feeling that I’m responsible for everything.”

Consistency

“One of the key things that’s come out of working with EXCC is consistency. Things used to be a bit scattered; but now they’re more measured, and that’s showing up in our results. And it’s only going to get better and better, as it becomes second nature to the team.”

WHAT THE CUSTOMER SAYS…

“Jason goes above and beyond in everything he does. He’s a very enthusiastic and very engaging person. I know he spends a considerable amount of time with the individuals within the team, and he really takes it on himself to help develop the individuals and their skillsets. I absolutely recommend Jason and his services.”

– Stefan Teat, Managing Director, ZEN Energy Systems

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