How a national pharma distributor unified their sales tools, connected e-commerce to their reps, and supercharged their order volume.
"The CRM system is a one-stop shop for our sales team. In the past, they had a lot of outside data sources that they had to check manually. Now all the information they could ever need is in the system."
Before Workd, Quality Care Products operated like many growing distributors — with a patchwork of disconnected systems. They used one system for inventory, spreadsheets for their sales teams, and a separate e-commerce platform for online orders. The problem? None of these tools talked to each other.
"It was pretty basic at the start," says Brandon Smith, VP of Trade Relations for QCP. "As we began to grow, it became clear we couldn't support a larger sales team with what we were using."
"Before, there was no way for reps to organize their day. They'd go off to an Excel sheet, keep notes on the sheet, and that was that. There was no easy way to see info on calls, orders, or previously purchased items."
— Brandon Smith, VP of Trade Relations
Now, with Workd, everything has changed. Reps are adding more lines to orders by working directly with customers on their e-commerce orders. Daily activity dashboards deliver personalized marching orders, and the system automatically manages coverage when reps take PTO.
The results speak for themselves: 35% more lines per order, 23% more orders placed, and 16% more unique items sold per customer — all within the first year.
Orders were slow to enter into the ERP and changing prices was difficult. Reps would be on the phone, wanting flexibility as they discussed pricing with customers, but the functionality just wasn't there.
Each rep had their own spreadsheet and their own notes about clients. Nothing was shareable. There was no shared data on clients, orders, or calls — and whatever data did show up had to be input manually.
E-commerce was simple and one-way. Reps had no way to see or assist with what clients were doing. There was no opportunity to make suggestions while clients shopped — if they couldn't find something, they couldn't buy it.
"The CRM system is a one-stop shop for our sales team," says Brandon. Reps can quickly compare competitive prices and easily access in-depth client profiles including order history, notes, and more — all in one place.
Reps know who to call and what to sell, thanks to daily activity dashboards. Manager-assigned activities ensure reps know where to start — and coverage is automatic when teammates are out on PTO.
Dual order entry means reps can assist and make suggestions while customers fill their cart. Easy search functionality and real-time visibility turn e-commerce from a solitary experience into a collaborative sales opportunity.
After one year of implementation, QCP has transformed how they sell.
Connected e-commerce and AI suggestions help reps add more items to every order.
Organized workflows and activity dashboards mean reps reach more customers, more often.
Better visibility into customer history and AI-powered recommendations drive product diversity.
Reps worked from personal Excel sheets with handwritten notes. Nothing was shareable between team members.
Unified CRM with complete client profiles, order history, and notes accessible by any rep, anytime.
E-commerce was a black box — reps couldn't see what customers were doing or help them find products.
Dual order entry lets reps collaborate with customers in real-time, adding suggestions and driving larger orders.
No way to see competitive pricing quickly. Reps lacked flexibility during customer conversations.
Instant price comparisons and flexible quoting tools give reps the information they need, when they need it.
QCP is exploring Workd's Voice AI capabilities to automate outbound calling for customer reactivation and AR collections — extending the same unified data platform into automated outreach.
Learn about Voice AI AgentsLike QCP, you can consolidate your tools, empower your reps, and drive measurable growth.