Business
Streamlining the Sales Process for Growing UK Businesses
There’s a moment in every B2B sale where the energy shifts. The conversations have gone well, the decision-maker is ready, and both sides want to move forward. Then someone has to produce a contract.
For a surprising number of growing UK businesses, this is where deals slow down. The proposal gets drafted in a Word document, emailed back and forth for revisions, printed for signatures, scanned, and filed somewhere that nobody will find easily. A process that should take hours takes days. In some cases, it takes weeks — long enough for the buyer’s priorities to change, a competitor to reappear, or the internal champion who drove the purchase to get pulled onto something else.
The cost of that friction is real, but it’s also invisible in most sales reporting. Closed-lost deals get recorded. Deals that stalled at the contract stage and eventually closed late don’t usually trigger a postmortem. The time lost between verbal agreement and signature just gets absorbed as the normal cost of doing business.
It doesn’t have to be.
Where the Sales Process Actually Breaks Down
Most UK SMEs and scaling businesses have invested in their sales process up to a point. CRM adoption has grown significantly over the last decade — HubSpot, Salesforce, and Microsoft Dynamics 365 are all common among companies with dedicated sales functions. Pipeline management, lead scoring, deal stages, activity tracking: these are reasonably well-handled in most businesses that have put real effort into sales operations.
The gap tends to appear at the end of the pipeline. A deal reaches “verbal agreement” or “proposal sent” in the CRM, and then the contract process happens somewhere else entirely — usually in email, sometimes in a shared drive, occasionally on paper. The CRM doesn’t know when the contract was sent, whether the buyer opened it, what changes were requested, or when it was signed. That data lives in an inbox or a folder, disconnected from the sales record that everyone else is working from.
The result is a split in visibility right at the moment when deals need the most attention. A sales manager can see that a deal is in the final stage but has no line of sight into whether the contract conversation is moving or stalled. A sales rep has to manually update the CRM after every exchange with the buyer. Finance doesn’t know a deal has closed until someone tells them.
What Joined-Up Contract Management Looks Like
The alternative is treating contract management as part of the sales workflow rather than a separate administrative step that happens after the sale.
In practice, this means contracts are created, sent, negotiated, and signed inside the same system that manages the rest of the deal — or at minimum, deeply connected to it. When a deal reaches the right stage in a CRM, a contract can be generated from a template with the relevant data already populated: company name, contact details, agreed pricing, product or service scope. The rep doesn’t re-enter information that’s already in the system. The contract goes out faster and with fewer errors.
On the buyer’s side, the experience is cleaner too. Instead of receiving a PDF that requires printing or a separate e-signature account, buyers can review, comment, and sign within the same document — on any device. Changes can be proposed and accepted without creating new versions of the file. The entire negotiation history is visible in one place.
When the contract is signed, the CRM updates automatically. The deal closes in the system at the same moment it closes in reality. Finance sees it. The account management team sees it. Nobody has to chase anyone for confirmation that a deal is done.
Why CRM Integration Is the Practical Piece
For this to work inside a real sales operation, the contract tool has to sit inside the tools teams already use — not alongside them.
The integrations available with platforms like HubSpot, Salesforce, and Microsoft Dynamics 365 are what make this practical rather than theoretical. With HubSpot, contracts can be created directly from a Contact, Company, or Deal record. Product line items and participant details pull through automatically. Any changes made to data fields in the contract update the corresponding HubSpot record in real time, which means the CRM stays accurate without manual input from the rep.
The Salesforce integration works the same way — contracts are generated and managed without leaving the CRM, and data flows both ways so that Salesforce remains the single source of truth for account information throughout the contract process. For businesses running Microsoft Dynamics 365, the same logic applies: contract status, engagement tracking, and deal data all feed back into Dynamics so that managers can see exactly where every deal stands from within the system they already use for pipeline oversight.
This matters because the value of a CRM depends on the quality and completeness of its data. A tool that requires reps to manually update records after every contract interaction will produce gaps, especially under pressure. Automating that data flow removes the reliance on human consistency at the most time-pressured stage of the deal.
The Compounding Effect on Revenue
The business case for tightening this part of the sales process isn’t complicated. Deals that move faster through the contract stage close at higher rates — not because the contract software changes anyone’s mind, but because time is the enemy of deals that are already won in principle. Buyers who have mentally committed to a purchase can be unsettled by delays that make the vendor look disorganised. Procurement timelines have windows. Budget cycles have deadlines. A contract process that adds unnecessary days or weeks to a deal introduces risk that doesn’t need to exist.
For UK businesses growing through sales-led motions — adding headcount, entering new verticals, expanding into enterprise accounts — the contract stage is also a brand signal. The experience a buyer has getting a contract signed is part of their impression of how it will feel to work with the company. A smooth, professional process that respects the buyer’s time sets a different expectation than a chain of email attachments and manual reminders.
Scaling businesses often discover the limitations of their contract process not gradually but suddenly — when deal volume increases faster than the manual process can absorb it. Getting ahead of that before it becomes a constraint is easier than trying to fix it while managing a backlog of stalled agreements.
The handshake matters. So does everything that comes after it.
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The industry has evolved significantly over the past two decades—from a fragmented, offline agent-driven market to a digitally enabled ecosystem led by online travel platforms.
The next phase of growth is expected to be driven by artificial intelligence, enabling hyper-personalized travel planning, dynamic packaging, and real-time decision-making.
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A notable trend shaping the industry is the growing use of mergers and acquisitions to strengthen technology capabilities, expand inventory, and deepen customer engagement. This consolidation strategy mirrors global best practices and is helping travel platforms build more integrated ecosystems.
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The combination of underpenetrated online travel adoption, expanding digital infrastructure, and AI-enabled personalization positions India’s travel technology ecosystem as a compelling long-term growth theme.
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TBO Tek delivered a resilient performance despite geopolitical disruptions across key travel corridors. Management expects travel demand to rebound as conditions normalize, supported by recovery in Middle East markets, strong momentum in Europe, increasing international travel, and ongoing integration of Classic Vacations, which should enhance scale and operating synergies. Revenue grew 83% YoY in 4QFY26, aided by the consolidation of Classic Vacations, while organic revenue increased 21% YoY. MTB grew 15% YoY, EBITDA rose 23% YoY, and PAT increased 2% YoY. For FY26, consolidated GTV grew 19% YoY, reflecting healthy underlying demand despite temporary disruptions in key travel markets. We maintain a BUY stance on TBO Tek, supported by its diversified travel platform, strong execution, and favourable industry trends. We expect revenue/EBIT/PAT CAGR of 37%/35%/30% over FY25-28E, driven by increasing contribution from high take-rate hotel and ancillary segments, international expansion, and benefits from the Classic Vacations integration.
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Le Travenues Technology (Ixigo) is the second-largest online travel agency (OTA) in terms of FY26 gross transaction value of INR187b, (includes flight~75b, Train:83b, Bus:26b and others:3b), with a monthly active user base of 85m largely coming from Tier-2 and Tier-3 towns. Notably, it is a market leader among OTAs in train ticketing with a market share of ~60% and is also consolidating its position in flight and bus ticketing. Ixigo’s differentiated multi-app, multi-brand strategy has enabled it to strengthen consumer engagement at a structurally lower customer acquisition cost. Its user base is widely distributed across lower-tier markets, with ~94% of bookings having either origin or destination in non-tier-1 cities, highlighting strong penetration beyond metro markets. We estimate Ixigo to deliver a CAGR of ~23%/59%/51% in revenue/EBITDA/PAT and grow its overall GTV by 22% during FY26-28E and EBITDA margin is expected to improve by 400bp to 10% by FY28E on the back of operating leverage and potential reductions in operating expenses.
(The author is Siddhartha Khemka, Head – Research, Wealth Management, Motilal Oswal Financial Services Ltd.)
(Disclaimer: Recommendations, suggestions, views, and opinions given by experts are their own. These do not represent the views of the Economic Times)
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