Sales & Customer Engagement Modernization with MS solutions
Our client, a Fortune 1000 building materials manufacturing company, set out to modernize their customer engagement and sales operations. Partnering with HCLTech, the company adopted Microsoft Dynamics 365 and Power Platform solutions to drive automation, integration and visibility across their business units.
The Challenge
Fragmented sales processes and insufficient customer engagement
The company faced several challenges, including fragmented sales processes and siloed data, both of which hindered growth, manual lead assignment processes with limited scalability and disconnected systems leading to inconsistent account data and no unified customer view across business units. Inefficient quote creation and pipeline tracking and a limited ability to target and engage key influencers also hindered sales processes and customer engagement.
The Objective
A connected, data-driven sales and marketing engine
The company aimed to modernize sales processes and customer engagement by automating lead management and campaign execution, integrating account data across their SAP and CRM systems and standardizing sales processes across business units. They also needed to enable real-time visibility into sales pipelines and improve targeting through influencer mapping.
The Solution
Dynamics 365 CE, Power Platform and HCLTech expertise
HCLTech implemented a comprehensive solution leveraging Microsoft technologies. We enabled multi-channel lead generation and management through marketing journeys. automating all lead assignments by zip code, territory or business rules. To synchronize account data, we integrated SAP with Dynamics 365 for bi-directional, real-time account updates, delivering a unified account view across systems for better decision-making. We also optimized the sales process by integrating CPQ tools to streamline quote creation and management, implementing dynamic activity capture for enhanced pipeline visibility and mapping influencer contacts to accounts for targeted engagement.
The Impact
Modernized, transformed sales processes and customer engagement
The transformation delivered measurable improvements. Here are some highlights:
- Fully automated lead management across business units
- Real-time, synchronized account data across SAP and CRM
- Enhanced sales visibility and pipeline accuracy
- Improved engagement with key decision-makers and influencers
In short, the modernized, standardized sales processes drive consistency and insight, leading to business growth.
