Nelt Market | Digital Tools, Human Touch – The Story of Our Sales Representative

How did our colleague Filip Boceski move from initial skepticism to complete trust in Nelt Market? How did this B2B app help him improve his sales skills and optimize his work – giving him more time to focus on market and competitor analysis?

Filip Boceski has been a member of our Corporate Division sales team at Nelt for four years. He started his career as a substitute sales representative and now works as a sales agent, believing that this role carries a special responsibility – serving as the link between company goals and customer needs.

“A sales representative must strike a balance – between what the company aims to achieve and what the customer truly needs. That’s why trust is essential, and it’s built – through words and actions,” Filip emphasizes.

Filip shared his experience and work approach since the Nelt Market app became a key tool in his daily operations.

“At first, I was skeptical, but over time I realized that Nelt Market is not just a tool – it’s also a service I offer to my customers. That changed my perspective and the way I think,” Filip explains.

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When Nelt Market was first introduced to you, and what did that presentation look like? Do you remember your first impressions?

Nelt Market, in its new form, was introduced over a year ago. It was presented to the team by our then-managers and Director Aleksa Šaponjić. Even through the way it was presented, you could sense the determination and belief that this working model would take hold – and that it represented the direction of our future development.

I admit, my initial impressions were a bit skeptical. There was also a dose of fear – what would this look like in the field, would customers even accept the new approach, would we see a drop in sales? But on the other hand, I thought: if a company like Nelt, with such a strong reputation and market position, decides to change its distribution and product placement approach, then it must carry weight. I trusted that there was a solid strategy and a clear plan behind it – and that’s exactly what’s unfolding now.

How did you adapt to the new way of working? How long did it take you to get used to the app, and what goals did you set for yourself during that transition period?

Although Nelt Market was already present within the Corporate Division through the previous app, the new system and its enhanced version brought a completely different level of functionality and field approach. Faster execution and clearly defined steps helped us adapt to the changes more quickly.

At that point, I set a clear goal for myself – to thoroughly learn the new app and all its functionalities. I knew that educating customers about placing their own orders wouldn’t just be about passing on information – it would require serious, responsible involvement.

I realized I wouldn’t just be presenting the app – I would truly be selling it. Not as a product, but as a service. And that brought an entirely new dimension to my role.

What challenges did you face at the beginning, and how did you overcome them? Was there someone or something that especially helped you speed up the adjustment process?

One of the main challenges at the start was figuring out how my work in the field would evolve. That concern came from the responsibility I feel in my current position. I was thinking about how introducing the app and having customers place orders independently – after the education process – could impact sales. My goal, however, was not just to maintain results, but to make progress through this new way of working – to improve our sales programs and achieve growth.

Through all of this, I have to highlight the support I received – both from my colleague Milan Savić, the Nelt Market Improvement and Development Coordinator, and from my direct managers, who were always there to support me.

What were customers’ reactions when you introduced them to Nelt Market? Was there anything that surprised you – positively or negatively?

One of the most common and striking reactions from customers was: “So what happens to you now? Will you still be visiting us?”

What surprised me negatively was the level of digital literacy among some customers, which could be higher – although that often depends on their age.

On the positive side, many customers quickly recognized the benefits for themselves: now they can reallocate their resources to other tasks, as they no longer need to invest time and effort in procurement. With the app, they can place orders any day they choose – easily and independently.

What has changed in your relationship with customers since you started using Nelt Market? What benefits do you see for yourself, and what benefits do they get?

Customers have started to look at their business from a different perspective – focusing more on the product range they carry and how to expand it. Their approach to financial planning has also evolved. Increasingly, they’re analyzing how much of a product they’ve purchased, how quickly it’s sold, and how often they reorder core items in their sales programs.

This, in my view, is where the greatest value lies – both for the company and for us as salespeople – because it contributes to the growth of our customers and helps strengthen our collaboration with them.

What does your workday look like now compared to before the app? Would you say your job has become simpler and faster?

In some ways, the work has become simpler – but also faster and more demanding. There’s still a group of customers currently going through the education phase, who aren’t yet fully independent in placing their orders.

That requires extra effort and guidance to help them reach full autonomy. I don’t see that as a burden, but rather as a necessary step to ensure the Nelt Market system becomes fully adopted as soon as possible.

What do you now have more time for thanks to the app? How do you use that extra time, and how much does it mean to you in your day-to-day work?

These days, I dedicate most of my time to market analysis, understanding customer behavior, and tracking competitor activities in the field.

I’m also focused on category development and proper product placement, because it’s through this segment that we ensure each product gets the visibility it deserves in-store. That way, customers can easily recognize our shared dedication to delivering products all the way to the end consumer.

What’s your favorite feature in the app and why? Is there a specific part that makes your fieldwork noticeably easier?

The app includes a variety of useful features, but if I had to highlight one, it would be the barcode scanner and the option to duplicate orders.

The scanner makes it quicker to find products, and duplicating orders is extremely useful in cases where, for any reason, the original order wasn’t delivered to the customer. With just a few clicks, we can re-send the order directly into the system.

Looking ahead – what do you see as the next step in the development of Nelt Market?

Nelt Market will inevitably go through several more phases before it’s fully and properly implemented.

One area I see room for improvement is communication between customers and the app itself.

In today’s digital world, banners and visuals that present key information are incredibly important. This is something we can enhance further – to showcase our products and offers to customers in a more compelling and relevant way.