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Technology Services Group

Case Study


Technology Services Group


Outsourcing, Recruitment, Training



Developing a Consistent Commercial Language & Driving Sustainable Growth on a National Scale for TSG

The Challenge

TSG is one of the UK’s leading IT organisations that delivers robust IT solutions, provides proactive IT support and deploys cutting-edge technology that can transform businesses.

TSG underwent rapid growth through acquisition during its first decade of trading. Having completed the bulk of acquisitions, alongside major internal re-structuring of technical, customer services and sales divisions, TSG selected durhamlane as its sales and training partner in 2015 to embed a consistent and scalable sales methodology across its entire UK new business development and account management organisation.


How we helped

As is often the case with an acquisition strategy, TSG identified a need to re-align many different sales processes and practices to ensure a consistent approach to business development and project delivery. durhamlanes’ Selling at a Higher Level Methodology was the perfect foundation for this. Over the past three years, durhamlane has partnered with TSG’s senior Sales directorate and Training Department, to deliver a comprehensive sales transformation programme.

Over 40 people have participated in the programme, that blends a full range of learning solutions, following the 70-20-1- learning model.

  • The 10% learning impact has been delivered by our highly experienced training team through a series of bespoke workshops, each focusing on the introduction of proven tools, techniques and blueprints designed to support value based conversations that improve TSG’s customer experience and hone different aspects of the TSG team’s sales toolkit. At each session live customer accounts and opportunities are at the centre of the learning, so the team get to work on the current business pipeline, even though they are ‘off the road’ for a day.
  • In between workshops, our learning portal and coaching sessions enabled the joint TSG and durhamlane training team to support and reinforce learning undertaken in the workshops. Our Mantra series reminds the teams how to work at an optimum level, consistently, and our easy to embed tools are now part of the sales and opportunity management process.
  • The 70% is about applied learning, and this year’s programme is being delivered as a series of skills development centres where participants undertake a challenging programme of simulated customer interaction. Participants are observed and given personalised constructive feedback about how they are implementing their sales toolkit, and their personal effectiveness in doing so. Thus follows durhamlanes’ Learn-Do-Review process.

After proving the value of our ‘Selling at a Higher Level’ methodology, TSG asked durhamlane to help bolster and compliment the sales teams’ efforts via our outsourced business development.

In a three year partnership, TSG’s sales performance has in GP and revenue terms improved by over 20% in the last three fiscal years and durhamlane has been a contributing factor to this success as their training.

Moreover, durhamlane’s outsourced business development services have generated a qualified pipeline of more than £2.5 million and a closed-won figure of £1.67m (So far) through lead generation and appointment setting. We are now helping TSG expand its sales team through our recruitment services.

“I would recommend durhamlane because they did what they said they’d do and they’ve put the effort into understanding our business. And that reflects in the way they approach training, in they way they recruit for us and in the way they generate leads for us – because they’ve become part of our team.

David Stonehouse

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