Cover Story: Rescue Team

Emphasizing Infrastructure
First on their agenda was to implement more robust systems and processes to spur productivity — particularly in the call center and warehouse. When Moyer and Wessner (now Conney’s CEO) acquired the company, the average day-to-day productivity of a call-center rep was 20 to 25 calls a day. The pair’s previous experience at J&L told them this was way too low. So in a little more than a year, that number has swelled to just less than 70 calls per day. Likewise, the distribution center’s productivity jumped from 10 lines processed per man-hour to nearly 16.5.