Client Overview

A premium importer and distributor of luxury teas based in Melbourne, Australia, supplying hotels, restaurants, cafés, and catering businesses in the hospitality sector.

The Challenge

1. Reactive Sales Model – Growth relied heavily on referrals and existing contacts.

2. Overwhelmed Service Team – Rising inquiries strained the internal team, impacting service response.

Our Solution

• Designed a proactive lead generation strategy with segmented outreach.

• Implemented multi-channel engagement (email, phone, LinkedIn).

• Established a dedicated support team for omnichannel customer service.

Outcome

• Qualified leads doubled within three months.

• Improved client loyalty and reorder frequency.

• Increased brand visibility in the premium hospitality market.

Conclusion

By combining proactive sales outreach with enhanced service delivery, the business strengthened its competitive position and achieved scalable growth in