Situation
Global organizations have realized the role automated technologies can play in a sales force’s ability to deliver exponential growth. Without information about customer lifecycles, pipelines or forecasts, sales teams are ill-equipped to achieve or exceed their targets. A leading global industrial mold manufacturer was challenged by sales teams using disparate systems, manually creating and tracking data, and using inconsistent or ineffective processes across business units and geographies. Executives understood that automation could help standardize and monitor key elements of the sales process. Providing a more-comprehensive view of the customer could also improve forecasting efforts while accelerating growth.
Collaboration
Wipro worked extensively with the client to understand the nuances of its sales process and the needs of its sales team. Using Pega Sales Automation framework, Wipro designed and implemented a platform that standardized and automated as much of the sales process as possible. This new tool integrated seamlessly with the mold manufacturer’s Microsoft Office suite and delivered contextual insights directly into its tracking system.
To provide a real-time view of the manufacturer’s business, Wipro deployed custom widgets that tracked lead volume, conversion rates and every part of the pipeline. This data could then be displayed in dashboards and extracted via customizable reports. The new system provided the manufacturer with a 360-degree view of accounts and contacts, including current and past deals, engagement history, documents, and relevant social insights. With full Microsoft Exchange integration, it also enabled sales managers to create action items based on customer interactions.
Mindful of the customer experience, Wipro developed an innovative module that provided the manufacturer’s customers with on-demand access to sales representatives via mobile application.
Outcomes
The industrial-mold manufacturer’s new sales-process and workflow management system ensures leads and opportunities are intelligently routed, tracked and progressed. Through a blend of predictive analytics and configurable business rules, the industry-leading platform leverages artificial intelligence to advise sales representatives about the next best action to take throughout the sales cycle. Sales team productivity has increased with newfound access to sales data on any device, including mobile, while internal and external collaboration have improved through Pega’s “Pulse” and “Co-Browse” social capabilities. With teams now able to provide rollups of the sales pipeline by category, quarter and territory, forecast management has improved across the organization.