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Essae Technologys |
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| The
Problem |
| Essae Technologys was
growing exponentially and finding it difficult to drive
effective sales and service due to lack of well
articulated processes and systems. Real time
collaboration across groups, seamless communication
across multi-location and business visibility was
holding growth significantly. |
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About Essae Technologys |
| Essae Technologys operates
a large direct sales and support model serving more than
2500 customers a growing and demanding business
headquartered in Bangalore, with sales representatives
all over India and 14 branch offices. |
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| KVP
Support Strategy |
KVP was assigned scope of
mapping and re-engineer their key critical business
processes across marketing, sales, pre-sales, service,
customer support and interface with finance and other
back end business process was critical to scale their
operations to the next level of maturity. KVP goal was
to design a system driven business with strong focus on
customer service. KVP solution also included to set-up
customer self service portals, centralized call centers
to effectively track customer service logs, ensure high
visibility across spare and service resources etc.
KVP recommended salesforce.com as the platform to enable
sales, service and customer support processes and also
enabled the entire mobile solution for the sales and
service team on Blackberry handheld devices. |
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| The
Outcome |
| Redefining business
processes and automating those using systems has
provided Essae Tech with a clear, streamlined 360 degree
view customer. Sales and sales productivity has improved
and so is customer support turnaround. The visibility of
spares and service resources has also helped gain higher
mind customer share of wallet. |
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Back to Customers |
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