Customer Story

EPIC Training: from reactive inbound sales to a structured, proactive revenue engine

EPIC Training had demand, but growth was constrained by a largely reactive sales motion. NORTIQ helped install a revenue execution system that combined CRM structure, a more disciplined operating model, and Sales Coach support.

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“The biggest change is the fact that we brought actual structure.” — Tim Chugh, EPIC Training

The scene

EPIC operates in corporate and group training, where customer relationships can extend across teams, training cycles, and changing course needs. The business had demand, but the operating model around that demand was not yet strong enough to support the next stage of growth.

The work was not simply “add a CRM.” The real question was how to help the team understand client history, see training patterns earlier, engage larger accounts more proactively, and turn inbound demand into a more inspectable revenue rhythm.

Customer voice

“The biggest change is the fact that we brought actual structure.”

Tim Chugh, EPIC Training

Before and after NORTIQ installed structure.

Before

Reactive inbound motion

Fragmented customer context, weak pipeline visibility, limited forecasting, and inconsistent follow-up after inbound inquiry.

After

Structured revenue rhythm

CRM visibility, account planning, Sales Coach support, and a more proactive model for engaging larger customer opportunities.

The operating constraint and the system NORTIQ installed.

Constraint

Demand was visible, but the operating signal was scattered.

The team had a sales process, but it was not tight enough to support growth. Customer information lived across email, internal systems, and spreadsheets, which made follow-up, forecasting, and proactive account planning harder than they needed to be.

System

NORTIQ installed a revenue rhythm around the work.

The work combined CRM structure, a standardized inbound playbook, account-level visibility, and Sales Coach support. That gave the team a clearer way to prepare, ask better questions, inspect opportunity, and plan around customer demand.

What had to be fixed

sales process existed, but was not tight enough to support growth
business was largely reactive
no consistent follow-up motion after inbound inquiry
customer information was fragmented across email, internal systems, and spreadsheets
pipeline visibility was weak
forecasting was limited and inconsistent
no structured method for identifying larger accounts or planning proactive outreach

What changed in the system

analysis of how customer and revenue data was organized
CRM implementation to unify pipeline and account visibility
playbook to standardize inbound opportunity handling
Sales Coach layer to support preparation, questioning, and account planning
account-level visibility into course history and likely next needs
proactive model for engaging larger clients and planning annual training demand

This was not just a CRM project.

The CRM mattered because it made customer and pipeline context visible. But the bigger shift was behavioral: a more consistent way to handle inbound opportunities, plan around account history, and use Sales Coach support to prepare better conversations.

That changed the operating rhythm from “respond to what comes in” toward “understand the account, inspect the opportunity, and plan the next move.”

What changed

sales motion became more consistent across the team
English and French sales workflows became more aligned
client conversations became more informed
larger accounts could be identified and engaged more proactively
training conversations moved from one-off course sales to annual planning discussions
customer demand patterns began to inform new course development

Outcomes

~20% revenue growth after implementation

Shift from 100% reactive to roughly 70/30 reactive-to-proactive

Average deal size increased by 50%.

Improved forecasting visibility and discipline through CRM adoption

More structured, consistent customer experience

Why it matters

EPIC did not just add technology. It changed how the business engages customers, inspects opportunity, and plans growth. The system turned existing customer data into structured action.

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