Cover Story: Rescue Team

In addition to the call center and warehouse, Conney has invested in upgrading its IT and CRM systems as well to gain a better understanding of its customers. It also launched a telesales channel, something that’s worked in the past for Moyer and Wessner.

“We wanted to take [Conney’s] existing business model and refine it and define it more clearly through a series of distinct sales channels,” Wessner says. “The telesales channel was a big part of our success at J&L.”