Digital Process Operations
Modernizing the sales lifecycle for a global print manufacturer
Revamping sales enablement processes for a global printing leader resulted in extending services to a larger customer base, reduced resolution times, optimized operating costs and boosted efficiency.
A Fortune 500 company known for its leadership in producing printing devices and digital documents has partnered with HCLTech to modernize its sales lifecycle and enhance operational efficiency. By utilizing next-gen technology, they aim to improve the scalability, flexibility and agility of their sales processes.
The Challenge
Manual sales order processing, pricing validation and lack of integration across functions
- Optimizing processes, ensuring data accuracy and integrating sales tools were critical for streamlining operations
- Quote and order requests were received from the sales team via email
- Order support agents were manually reviewing and validating the pricing requests and other supporting documents
- If errors were found, sales managers were contacted via email, leading to longer response times for quotes and pricing approvals
- Absence of a workflow solution resulted in manual tracking of work and service delivery reports
- Coordination among departments required seamless integration of efforts
The Objective
Streamline processes to increase accuracy and enhance client satisfaction
- Automate the order and quote processing workflow for trackability and better reporting
- Streamline quote and order processing operations with reduced manual intervention and increased accuracy
- Efficient coordination and collaboration across departments
- Empower sales teams with access to relevant content and training
- Minimize involvement of sales teams in back office-related activities
The Solution
Digital solutions for quote-to-order automation
- An integrated workflow was implemented, reducing manual quote handoffs, improving data visibility and allowing real-time progress tracking
- Quotes/orders are now received via a workflow where an RPA bot picks up a new request, validates the mandatory fields, creates a new quote/order request, updates the agent via email with a new quote/order number and validates all orders for final processing
- Automated order details are transferred to the pricing team, thus lowering errors and enhancing efficiency
- Enhanced client satisfaction through a dispute resolution tool with auto ticket creation. This ensures faster resolution and notifications via a centralized support system for better collaboration
The Impact
Driving revenue growth through process automation and improvement
- 500 hours of manual efforts have been automated using RPA capabilities, significantly reducing operating costs
- The sales team was able to focus on customer engagement and revenue generation by reducing its involvement in non-value-added activities
- The integrated workflow solution enabled the following:
- History of both internal and customer communications can be easily tracked through descriptions
- Automation of work items as per specific keywords
- Automatic notifications to agents regarding their assigned work items
- Improved visibility into the productivity metrics of support agents
- Enhanced reporting and analysis to assist in forecasting and demand management
