CRM

Success Stories

Infosys’ Global Sales Force Automation Solution Increases Sales Force Efficiency in 116 Countries for a Large Logistics Company

The Client A transportation services giant and market leader of the international air express industry.

Challenges The client operated at a country-level without global processes or an IT roadmap. Rapid growth and restructuring led to disconnected customer-facing processes and information residing in disparate systems. The Sales & Marketing Management team required visibility into opportunities and potential customers in the global, regional and country segments to facilitate effective selling. The sales force needed a best-in-class Sales Force Automation (SFA) and Marketing system that would enable implementation of a new global Sales & Marketing process and also provide regional language flavors. The client required the system to be rapidly available to users in all the countries to reap time-to-market benefits.

Our Solution Infosys helped the client consolidate its Global Sales & Marketing processes, and developed an IT roadmap to deliver best-in-class SFA for the global sales application. Infosys managed, architected, built, and deployed a single-instance multi-lingual Sales & Marketing solution that supported the global processes and had the flexibility to support local requirements. The global deployment process, in tandem with the simultaneous release of new versions of the application and Siebel upgrades, was formulated to facilitate rapid deployment of the application and to deliver maximum value and product maturity.

The client upgraded the Global SFA solution from Siebel® 7.5.3 to Siebel® 7.7 to leverage the enhanced Marketing and Analytics modules and also deployed a single instance Sales and Marketing solution globally. The upgrade was considered as a stepping stone to other strategic initiatives within the client’s CRM program.

The solution, currently available to over 8500 users in 116 countries across all global, regional and country sales channels (usage maturity), has increased sales force efficiency through improvements in pipeline management, global cross-selling & up-selling, and insightful analytics.

Benefits
  • The CRM initiative helped the client create Customer Segmentation. Together with insightful analytics reporting delivered by the initiative, it helped the client gain approximately 1% increase on a revenue base of 45 billion Euros
  • The CRM initiative provided the top management with KPI Reporting through Analytics (Dashboard Reporting, ‘Delivers’, etc.) that delivered real-time reports for immediate visibility and action
  • The global application, based on harmonized sales processes, allows cross-regional and cross-channel visibility, relationship sales, global sales, and gives visibility to critical information across various geographies

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