The client, a leading warehouse forklift truck maker and material handling solutions provider, aspires to be the partner of first choice in the business. It is the largest warehouse truck manufacturer, operating in over 40 markets across Europe.
The client lacked a modern, integrated CRM system. They needed to unify and streamline the disparate sales and business processes across various markets.
Further, the legacy system had data quality issues, making it an unreliable source for the sales team.
Key Challenges
- The legacy system was an obsolete on-premises solution that was unable to keep pace with the post-pandemic needs of sales teams.
- Sales Managers lacked insight into their teams’ activities, resulting in an inaccurate sales pipeline view.
- The sales team lacked a 360-degree view of the customer.
- Dispersed leads across multiple systems led to accountability issues and reduced conversions
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The Solution
- The client’s CRM-Next program was designed to implement a next-generation CRM solution, enabling the client’s sales teams to engage with their customers efficiently and effectively through AI-powered sales processes.
- Infosys, as their end-to-end partner, was responsible for the design and implementation of the solution, which included harmonizing processes across more than 20 countries.
- We harnessed the SAP Sales Cloud capabilities, implementing key features for account and lead management, quotations, visit planning and activity management, and analytics.
- The team integrated data from multiple SAP and non-SAP systems, like Marketing Cloud, a custom lead management application, a quotation engine, an enterprise business intelligence platform, LinkedIn Sales Navigator, MS Outlook, MS Teams, and Enterprise Single Sign-On (SSO).
- Additionally, Infosys also migrated numerous accounts, contacts, and legacy leads and opportunities into the new Sales Cloud system.
Harmonizing Sales Processes Across Markets to Build a Next-gen SAP-powered Sales Cloud
- Harmonization of the sales process across markets
- Setup for managing complex account hierarchies
- Integration with web-based lead generation application
- Integration with quotation engine and marketing system
- Integration with MS teams and Outlook
- Integration with the enterprise reporting system
Benefits
Simplified processes and ease of use led to higher user adoption, resulting in a 10x increase in leads registered in the system.
Better quality data and improvised reporting back to the marketing system enabled Kaizen, resulting in an improved pipeline and higher conversion rates, even with the quantum increase in leads.
Focusing on the right opportunities led to a 15% higher win ratio.
Seamless synchronization of the calendar helped record activities in CRM system, improving visibility for the management. This enhanced operational efficiency and better management of work schedules.
