CASE STUDY

Executive SummaryThe world’s premier measurement company was facing several gaps in the sales process which were impacting the productivity and efficiency of its sales personnel. To address these issues, the company selected HCL to enable its CRM systems with mobility, enhanced visibility to information pertaining to the customer and order status, and language localization. Through its commitment to create value and differentiation for the customer along with its IPs and frameworks, HCL helped the customer elevate its sales operations.

The CustomerThe world’s premier measurement company, offering the broadest range of innovative measurement solutions in the industry. The company’s businesses include chemical analysis, life sciences, diagnostics and genomics, and electronic measurement.

The Business ObjectiveAs sales employees could not access the CRM systems while they are on the move, they were unable to make timely updates. This resulted in significant delays. Insufficient data on hand such as recent sales and products while meeting with prospects, as well as information on order, shipment, delivery and other related transactions, further impacted sales employee productivity.

To ensure that opportunities were promptly acted upon and acquired and that more revenues were generated, the customer’s sales function needed significant changes. The business came up with the following proprieties:

• To mobile enable the existing enterprise SAP CRM and ECC (for Order Status) application

• To enable core functionalities including account and contact management, leads, opportunities and activities

• To provide sales with customer information related to quotes, recent order bookings, order and delivery status combined with searchable functions on customers and other marketing attributes like leads status, customer location, contacts, activities pertaining to a customer or a sales rep

HCL in the HIGH-TECHIndustryBuilding a stronger foundation for sales operationsHCL boosts sales productivity through mobility and added features into its sales platform

www.hcltech.com

CASE STUDY

• To integrate with Google maps client (account) locations, routes and directions

• To provide localization support at data level for languages like English, Chinese, Japanese and Korean

• To enable sales employee to access and transact with systems in secure manner

The HCL SolutionSolution elements:

– SAP ECC5.0

– SAP CRM

– SAP Netweaver Gateway

– IOS Platform

– Titanium framework

– Google map Restful services

– VPN-based backend communication

What HCL did for the customer:

Understanding the customer’s need to adequately equip sales with the right tools, processes and advantage, HCL delivered the following:

• Carried out process reengineering and user interface re-design of the enterprise SAP CRM and ECC (for Order status) applications for mobile enablement

• Utilized Appcelerator-based Titanium framework, which enabled application development and support for iPhone and iPad devices

• Provided integration with Google map restful services as part of map functionalities that includes locations, routes and directions

• Ensured compliance with security standards with VPN-based backend communication

• Leveraged SAP NetWeaver Gateway for backend integration with SAP CRM and ECC systems

The Business Benefits DeliveredBy working closely with the customer to elevate its sales operations, HCL enabled the following outcomes for the premier measurement company:

• Increased utilization by various sales forces around the world

• Deployment of transformative functionalities, allowing LDS sales forces to be more effective in selling client portfolio of instruments

• Mobile access to systems enabled for sales employees through mCRM application, allowing them to perform their day-to-day activities without any delay

• “Near Me” feature for the sales representatives to see all the accounts and contacts that are close to a particular location while using Google Maps

• Expanded functionality includes search, display, update and add customer as well as prospective accounts; display order status including delivery block, customer requested deliver dates, delivery change reasons, early delivery flags, shipment, carrier and tracking information including proof of deliveries (PODs); open leads, dispatch new leads, update and close fast/ consumables opportunities and activities pertaining to a particular customer; add and dispatch new CIM, demo, follow-up request related to quotes

• Ability of sales to remove restrictions on order status and view a list of blocked orders for a customer and other marketing attributes such as opt-in, no hardcopy and no phone call

The HCL Difference HCL developed unique accelerators and propositions to ensure value to the client and enable sustainable outcomes.

• Appcelerator-based Titanium framework was utilized for application development and supported devices like iPhone and iPad.

• The “Near Me” feature, which is based on the Geo Coding concept, allows sales representatives to view the Accounts and Contacts near him. It also provides visibility into the total sum of the opportunities.

Hello there! I am an Ideapreneur. I believe that sustainable business outcomes are driven by relationships nurtured through values like trust, transparency and flexibility. I respect the contract, but believe in going beyond through collaboration, applied innovation and new generation partnership models that put your interest above everything else. Right now 100,000 Ideapreneurs are in a Relationship Beyond the Contract™ with 500 customers in 31 countries. How can I help you?

Contact: iSCM@hcl.com