Problem

Expando faced the challenge of expanding beyond Amazon. They wanted to help clients grow also elsewhere but felt that internally, things weren’t working as they should — employee motivation was declining, complaints about chaos were rising, and there was a lack of direction. Although the team put effort into identifying the root causes, their internal analyses were time-consuming, based on subjective impressions. Employee surveys and in-depth interviews took up to 7 working days per cycle, with only a 59% response rate despite repeated reminders. Poorly formulated questions and evaluator bias distorted the results. 

Leadership then implemented solutions that failed to deliver real improvements. For example, they introduced an internship program aimed at developing new Key Account Managers. In practice, this didn’t work as expected — interns often struggled, lacking necessary knowledge and independence. Instead of growth, frustration, inefficiency, and wasted time and money followed.

"When preparing the questions, I didn’t ask about the company’s weaknesses in general but focused only on specific individuals. As a result, I missed many inter-connections, which led to a wrong assessment of the root causes — or I didn’t see them at all." - Ján Pavlík, Project Manager

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Solution

Thanks to Behavera, Expando gained an objective understanding of the challenges they face for the first time. Analysis using the targeted Echo Pulse survey revealed key issues: not only ineffective communication within and between teams and a lack of recognition, but also low employee motivation and limited growth opportunities.

Project Manager Ján Pavlík admitted that these insights opened his eyes: “Behavera showed us that, besides poor internal communication, we also struggle with effectively motivating people. That really surprised me. I had never considered it a problem before.”‍

Based on these findings, Expando implemented number of changes. They introduced weekly OKR updates linked to individual KPIs, improving goal clarity. Regular 1:1 meetings focused on employee development, while team stand-ups and reorganized Slack channels made daily collaboration more efficient. Motivation also improved through new forms of recognition — from public praise for completed projects and achieved goals to rewards for successfully completed trainings.

"The playbook with clear, practical tips really surprised me. It helped us streamline processes, set meaningful KPIs, and improve team communication. The suggested 1:1 questions aren’t just inspiring — they help me get to the root of problems more effectively." - Dana Kultová, Head of Sales and Go-to-Market

For employees who felt stuck and demotivated — unable to fully use their potential and lacking a challenge to grow — Expando introduced expert roles. These roles gave them more responsibility, autonomy, and, most importantly, a sense of purpose. For example, in the Account Management team, one employee moved from a Support Specialist role with routine tasks to a Key Account Manager position for a new marketplace, Kaufland. This shift unlocked unexpected opportunities — for her and for the company.

Result

Within three months of launching the first Echo Pulse, internal collaboration improved thanks to regular information sharing, clear goals, and a newly defined set of processes. But the biggest results came from reorganizing talent.

One key achievement was the strong growth on the Kaufland marketplace, driven by an employee who, after stepping into her new role as Key Account Manager, activated 18% more clients on the platform and increased overall sales there by 14.5% in just 8 months. She even helped one of Expando’s top clients boost their sales volume by 37%. So Expando successfully expanded beyond Amazon and gained a second high-performing marketplace where their clients continue to thrive.

Regular surveys now take employees just three minutes to complete and reach 84% participation — 25% more than with previous in-house questionnaires. HR can now complete the entire feedback cycle, including creation of a presentation, in one day instead of the original seven.

“Thanks to Behavera, leaders now receive survey results automatically — along with actionable recommendations — right away. That saves me an entire week, which I can now invest in improving processes and developing our people.” - Ema Nováková, HR Generalist

Employees now see that their feedback has a direct impact on how the company operates and performs, which builds trust in the entire process. Thanks to these results — and transparent, ongoing internal communication — engagement surveys has become a core part of Expando’s culture. The company now sends out the Echo Pulse survey every month before the all-hands meeting to maintain high response rates and give leaders continuous insight into their teams. With clear data in hand, Expando confidently continues to invest in changes that lead to real improvements.