Case Story

Medela

About Medela

Medela specialises in the manufacture and supply of healthcare and breastfeeding products, operating on a global scale to deliver solutions to a spectrum of customer bases including the NHS, private hospitals, and retailers for breastfeeding such as Mothercare, Amazon and John Lewis Partnership.

With 1,900 employees worldwide and a reputation for delivering high quality, premium level products for its end users, Medela is a recognised brand that symbolises innovation and excellence.

With the support of bespoke Pareto Sales Excellence training, Medela went on to see a 32% sales growth within its healthcare division. Deborah Berry, National Sales Manager, Medela UK

What We Did

In 2013, Medela approached Pareto with the challenge to establish and embed a universal sales model within the company’s Field Sales Teams, standardising practices across both their healthcare and breastfeeding divisions. Increased competition within the marketplace called for investment into high level selling skills to set Medela apart in their market, but as a unique business, Medela was seeking a tailored solution to meet their needs.

Undertaking extensive research, Pareto built a solid understanding of who Medela were as a business, profiling the skill sets of existing staff and identifying exactly what the business was seeking to achieve. Due to the depth of understanding and contextualisation of our proposal, a relationship was established.

Throughout 2013 – 14, we delivered bespoke sales excellence training to 20 employees across both divisions within Medela. In 2014, delegates had the opportunity to return for an additional follow-up course. In 2015, Medela approached Pareto to request a coaching day for their senior-level employees, in order to support management-level staff in embedding the learning. In addition, Medela also engaged with Pareto for customer service training.

The Pareto Effect

By building a comprehensive understanding of Medela as a business, we were able to design a truly contextualised training solution that translated into the day-to-day processes of the company and was in line with the objectives
they set.

Utilising methodologies from the training, Medela staff have adopted a more consultative style of selling and are demonstrating significant improvements in competency levels across the board. Building a culture around the Pareto sales excellence model, Medela staff continue to use learnings from the training on a daily basis, which also serves as a means to reflect on performance and continually set new objectives to develop and improve.

With the support of Pareto training, Medela has seen a tremendous 32% sales growth in their newer healthcare division, alongside an 8% growth within the more established breastfeeding division. The Pareto training also made a positive difference to the Medela customer service team, who deal with end users and NHS customers via telephone and email.
Creating sustainable behaviours was paramount to the long-term success of the Medela team. By working closely with the managers prior and post training, we empowered Medela with a top-down approach to ensure long term change. With the right support mechanisms, tools and techniques in place, training would translate into day-to-day processes: and knowing could turn into doing.

We continue to work in close partnership to deliver on Medela’s long-term objectives for growth and development.

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