The Challenges

The customer has a big Marketing and Sales team across different geographies. Team members had been maintaining their prospect’s and customers’ data individually. The common method of storing and sharing information was spreadsheets and emails. Given the volume of information to be handled, the teams were facing multiple challenges:

• Losing sales leads: The team used server to collect the leads from different applications like websites, chatbots, etc. However, they could not track the leads properly resulting in a delay in the first response to the customer.
• Duplication of efforts: Sales data was lying in silos, sometimes resulting in duplication of information. The same prospect is chased by multiple sales representatives. In absence of a unified system, the sales team created a record in multiple systems manually like SAP, Enterprise, and Servers. This was extremely time consuming and caused delay.
• Challenges in Collaboration: Most of the collaboration was offline. Additional bandwidth was spent in coordination and follow-ups among different teams especially during the demo, trial, and contract negotiation phase. Contract generation and legal review processes were manual and offline. The documents shared, discussions and agreements were spread over multiple email threads.
• Inconsistent audit trail: All contract-related approvals were sought over emails or phones. In the absence of a unified system, many times processes were not followed, and role hierarchy got ignored. As a result, an audit trail was difficult to establish.

The Solution

We implemented Salesforce Sales Cloud that covers the customers entire Marketing and Sales lifecycle. To further address the business pain points, we carried out the below customisations to the Sales Cloud:

• Automatic multi-channel information import: Integrated with different systems like WhatsApp, Web to Lead, Chatbot, etc., to capture the leads in Salesforce.
• Automatic Lead assignment: Automatic round-robin leads assignment so that all sales representatives will have equal opportunity to have the same number of leads based on their geography and products.
• Automatic escalation and notifications: Developed Rule Engine for multi-tier escalation and appropriate notifications to improve TAT and meet SLAs.
• Integration with internal and external systems/applications: Integrated with Contract POD AI for contract document generation like NDA/MSA/SOW automatically and sending for customer signature using DocuSign. Automated Know Your Customer (KYC) by integrating with GoI Master India API’s to validate customer GST and fetch related information. Integrated with SAP (finance module) that helps to generate accurate on-time invoices. This automation saved the manual efforts of Sales rep.
• Dynamic approval process: Rule-based dynamic validation and approval process is introduced for Quotation generation, ensuring Discount percentage is properly governed and approvals are based on role hierarchy.
• Intelligent proposal: Integrated with SAP and Analytics to capture existing consumption trends. The output provides intelligence around proposing a better pricing model based on consumption and frequency.

The Benefits

One-stop information hub: Salesforce becomes the source of truth for every piece of
information. The entire Sales, Marketing, and Leadership teams gets the benefit on the
Salesforce system to manage the leads.

• Faster and organised response: Interaction with the customer is faster and more organised due to clear assignments, proper mechanisms, and the use of predefined templates.
• More accurate information with less manual effort: Salesforce automation reduced manual data entry into the other systems as systems are integrated with Salesforce.
• Better prospect visibility to define the right strategy: 360-degree view of customers is now available to the Sales representatives facilitating cross-selling, thereby increasing revenue per customer
• Consistent audit trail: All legal documentation is generated through Salesforce for the audit.
• Better and real-time collaboration: Through the implementation of Salesforce ‘Opportunity Team’ and ‘Chatter features’, inter and intra-team collaboration improved tremendously.
• Intelligent dashboard: Insightful dashboard features like multiple aging and funnel for leadership are introduced for the leadership team to analyse growth and improvements.

Solution Components

About Us

NEC Software Solutions India (NECSWS) is a Salesforce Services Partner. We
have in-depth expertise in implementing Salesforce products, customisation, and
integration with other products and applications. We provide one-stop solutions
and services for meeting our customers Salesforce Cloud requirements.