Hexaware Technologies - Global Customer Relationship Management Solution

The Problem: With more than 150 global customers and growing, Hexaware was finding it difficult to manage its sales function across locations and service lines. There was no single consolidated view of the sales pipeline, making it difficult to manage sales activities and do forecasting. As a result, Hexaware was not able to expand and diversify into new service lines, besides the existing ones of consulting, app mgmt, and business process outsourcing.

The Solution: To centralize sales efforts, Hexaware implemented a global CRM system for around 200 users based out of North America and Europe. This is eventually going to increase to 300 users. Several best practices were followed while implementing this solution for maximizing security on host server, performance tuning and optimization of the server, etc. It also entailed a bit of customization for uploading MS Excel worksheets into the system.

The Result: The solution has resulted in 10% improvement in productivity of the sales force, since they're able to share customer and account information more easily. Plus, there's been nearly 50-60% improvement in responding to RFPs and RFQs. Being a centralized sales solution also benefits corporate forecasting and planning efforts.