The client is a global unified communications leader with more than $1 billion in combined annual revenue and more than 50 million customers worldwide.
The company decided to undergo a major sales transformation by consolidating its sales platforms into a single, cloud-based platform using Salesforce Sales Cloud. The tool provided a cost-effective, mobile-ready software as a service (SaaS) solution that improved speed to market and enhanced reporting capabilities. It also provided a 360-degree view of customers and partners—matching relevant customer and partner information for a specific interaction with a sales agent to enhance customer service and increase sales potential.
The company had multiple legacy sales tools, which created redundant data entries in processes across its lines of business. The sales tools also needed to be able to support growth in customer size and product range—and did not meet the company’s performance standards. Moreover, the multiple, non-standardized sales tools created a disjointed working experience for about 1,000 sales and customer service agents who needed consolidated customer data to enrich client relationships and create sales opportunities. A single, consolidated platform would address these issues while improving workflow, usability and user-enhanced reporting to augment sales opportunities and customer service.
Leveraging our global delivery network, an Accenture team of Salesforce specialists implemented the new unified, cloud-based sales platform. This custom-built, market-specific solution consolidated the company’s sales systems and unified its sales processes and analytics. The solution also provided streamlined client information, data migration for historical view and integrated Microsoft Outlook calendar applications for seamless interaction management. The data migration involved approximately five gigabytes of data migrated into the new system and more than 1 million business-related records processed.
Accenture used its SaaS Delivery Toolkit, SaaS accelerators for Accenture Delivery Methods and the Heroku Salesforce Devforce asset to aid in the implementation. These assets contributed to making the delivery and methodology more robust and sped up the delivery timeframes.
Accenture helped the company launch the new Salesforce cloud-based sales platform on budget within 11 months to approximately 1,000 global users. Using SaaS helped ensure faster delivery, which provided streamlined and more efficient sales processes that improved business agility, helped save costs and boosted sales performance. Also, Accenture supported the company in developing and deploying training to help ensure end-users felt comfortable with the new platform.
Providing consolidated, more accurate data with a 360-degree view of customers and allies, the new platform strengthened reporting capabilities and client visibility, improving customer service and creating a consistent foundation for upselling and cross selling. Dashboards and real-time analytics made the company’s reporting capabilities much more efficient.