Accenture collaborated with Microsoft on a Siebel implementation project that lays the groundwork for future customer relationship management (CRM) projects at Microsoft.
Microsoft’s enterprise business has exceeded its ambitious sales targets. However, the company’s business processes, sales enhancement service and technical architectures had not kept pace with this growth. Microsoft’s global sales teams relied on different systems to record sales opportunities and transactions in completely different ways—and, in many cases, in different languages. This led not only to operational inefficiencies, but also impacted Microsoft’s ability to deliver the highest-quality customer service.
Because sales are the driving force behind the company’s success, Microsoft recognized it needed to improve its sales management system including the ability to create, track and pursue sales opportunities. The company believed that it could achieve this goal only if it integrated the activities of its 8,000-member enterprise sales force, its 1,000 call center personnel and its 1,000 sales partners dispersed around the world.