Page 361 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Customer Relationship Management

Notes State whether the following statements are true or false:
5. Sales force automation systems can’t create competitive advantage.
6. The SFA gives the sales team the ability to access and manage critical sales information
using a PDA device.

7. Real time information can be viewed on the handheld device.
8. SFA packages typically include a Web-ready database, an e-mail package, and customizable
template.



Caselet Infosys Global Sales Force Automation Solution
T he 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 road map. Rapid
growth and restructuring led to disconnected customer-facing processes and information
residing in disparate systems. The sales and 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 and
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 and marketing processes, and
developed an IT road map to deliver the best-in-class SFA for the global sales application.
Infosys managed, architected, built, and deployed a single-instance multi-lingual sales
and 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 a stepping stone to other strategic
initiatives within the client’s CRM program.
The solution, currently available to over 8,500 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 and 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 Euro 45 billion
Contd...

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