Challenge

The Client relied on a nationwide network of dealers to sell and install their automotive products. However, the company faced several challenges with this network:

• Inconsistent sales performance across dealers. (less than 15% of dealers were responsible for more than 75% of revenue)

• Lack of incentives for high-performing partners

• No structured approach to managing the network

• Geographic coverage gaps in key markets like Sydney and Melbourne

Approach

Matt developed a comprehensive tiered recognition program to incentivise performance and rebuild trust.

A/ Analysis & Strategy Development

1. Analyzed dealer performance data to identify performance patterns and potential

2. Conducted network gap analysis to identify geographic coverage opportunities

3. Designed a tiered benefit structure based on sales volume and engagement

B/ Program Implementation

1. Created a three-tier system (Key Partner, Preferred Installer, General Installer) with clear criteria for each tier

2. Implemented progressive margin structures based on performance

3. Established clear requirements for each tier, including minimum monthly sales, conversion rates, and digital presence

4. Developed co-funded marketing initiatives for top-tier dealers

C/ Communication & Rollout

1. Developed communication materials explaining the new program

2. Creater dealer scorecards to track performance metrics

3. Established quarterly business reviews with top-performing dealers

Results

• Increased dealer engagement through transparent performance metrics

• Improved margins for high-performing partners, encouraging greater product advocacy

• Enhanced dealer retention of top performers

• More balanced geographic coverage through strategic recruitment

• Rebuilt confidence in the client brand and products through consistent communication and support

• Created a framework for scaling the dealer network to support revenue growth targets

Key Insights

• Tiered incentives drive behavior: By creating clear performance tiers with tangible benefits, we motivated dealer behavior change, particularly in the middle 80%

• Transparency builds trust: Clear communication about performance expectations and benefits helps rebuild eroded trust

• Structured programs scale better: The formalized program creats a repeatable framework for managing dealer relationships that could grow with the business

A membership-based client approached Matt Martin to clarify their growth strategy, initially chasing marketing support. The business had:

• A single weekly membership option

• 1 x optional add-on

• No structured approach to product differentiation or pricing optimization

• Untapped opportunities for increased profitability through better product structuring

The simplified product stack was not fully serving member needs and failed to capitalise on the business's unique market positioning.

Approach

Matt facilitated a Growth Strategy Workshop with the leadership team and reviewed the product stack as part of the process.

A/ Product Development

1. Developed product options that better aligned with member needs.

2. Created a pricing strategy that improved both value delivery and profitability. It was important to balance member value with business opportunity.

3. Designed a tiered product system with clear differentiation.

Results

• Developed a new, comprehensive product stack that better served diverse member needs

• Created a pricing structure that increased overall profitability

• Improved member satisfaction through more tailored membership options

• Enhanced the business's competitive positioning in the market

Key Insights

• Member-centric design drives profitability: By understanding member needs first, the client could create products that both served customers better and improved margins.

• Workshop methodology accelerates clarity: Structured facilitation helped the business move from limited thinking to a comprehensive product strategy.

• Simple can be limiting: Moving from a single-product approach to a strategic product stack opened new revenue opportunities.

The success of this engagement reflects Matt's core principles:

• Get comfortable with being uncomfortable: Challenging existing product assumptions.

• Test and reflect: Using workshop exercises to rapidly test ideas.

• Stay curious: Exploring new possibilities for product structuring.

The Client lacked clear role definitions and departmental structures, leading to:

• Confusion about responsibilities and accountabilities

• Inefficient team performance

• Absence of clear performance measures

• Misalignment between individual roles and company goals

• Lack of strategic direction and performance tracking

Approach

Matt led a comprehensive organizational restructuring to create clarity and improve performance.

A/ Assessment & Analysis

1. Conducted individual 1:1 meetings with all team members to understand current responsibilities

2. Identified skill gaps and overlaps in the existing structure

3. Audited current team structure against business objectives

4. Developed a skill/role matrix to map necessary capabilities to business needs

B/ Structural Design & Implementation

1. Created a departmental structure with clear definitions around Operations, Customer Engagement, Development and Innovation, and Administration

2. Developed detailed position descriptions with key responsibilities, success metrics, and required competencies

3. Implemented a performance review process tied to departmental KPIs

4. Established regular team meetings and 1:1 check-ins

C/ Performance Framework

1. Defined company-wide strategic objectives with measurable KPIs

2. Created departmental goals aligned with company objectives

3. Implemented a project management system to track initiatives

4. Developed "TSA Key Characteristics" to define cultural expectations

Results

• Clearly defined roles with specific responsibilities and success metrics

• Improved team efficiency through elimination of role overlaps

• Enhanced accountability through regular performance reviews

• Better alignment between individual activities and company goals

• Recruitment of key positions (Business Development Manager, Warehouse Manager) to support growth

• Established a mission statement of "Excellent Products, Clear Communication, Passionate Team" to guide team behavior

Key Insights

• Role clarity drives efficiency: By clearly defining responsibilities, we eliminated confusion and improved productivity

• Alignment accelerates growth: Connecting individual roles to company objectives ensures everyone is working toward common goals

• Culture must be defined: Creating explicit cultural characteristics helps guide behavior and decision-making

The Client, a product-based company, was experiencing significant inventory bottlenecks causing extended delivery delays and mounting customer frustration. The company's reliance on third-party warehousing and inventory management created:

• Lack of transparency on actual stock levels

• Inability to provide accurate delivery timeframes to customers

• Inconsistent inventory forecasting

• Cash flow challenges due to poor stock planning

• Discrepancies between reported inventory value and actual stock holdings

Approach

Matt implemented a comprehensive transformation of the inventory management infrastructure:

A/ Discovery & Analysis

1. Conducted a thorough audit of current inventory levels, discovering large discrepancies between reported stock and actual stock.

2. Mapped the existing order fulfillment process to identify key bottlenecks

3. Evaluated the cost-effectiveness of third-party warehousing versus in-house solutions

B/ Strategic Implementation

1. Transitioned from third-party warehousing to an in-house facility, giving the client direct control over inventory

2. Implemented a dedicated inventory management system for forecasting, purchasing, warehousing, assembly, dispatch, and order tracking

3. Established new standard operating procedures for stock management

4. Created a stock forecasting methodology to ensure adequate inventory levels

C/ Team Development

1. Hired a dedicated Warehouse Manager with clear responsibilities for inventory and supply chain management

2. Developed role-specific KPIs tied to inventory performance

3. Created training documentation for warehouse operations

Results

• Improved transparency of stock levels, allowing for accurate delivery timeframes to customers

• Enhanced cash flow management through better inventory planning

• Reduced order-to-delivery timeframes

• Established proper financial tracking of inventory assets in accounting systems

• Built customer confidence through consistent product availability and delivery reliability

• Created a scalable system that could support growth from $250k to $750k monthly revenue

Key Insights

• Transparency drives confidence: By bringing inventory management in-house, the client gained better visibility and control, which directly translated to improved customer confidence

• System integration is crucial: Connecting inventory management with financial systems ensures accurate reporting and decision-making

• Specialized roles matter: Creating a dedicated Warehouse Manager position with clear responsibilities ensured sustained focus on this critical business function