Case Study for Tele-sales and Lead Management

» Inside Sales for Fortune 50 Technology Major «

Challenge
Being a leading technology company & having presence in a developing economy like India with increasing use of technology by businesses required the client to reach out to customers and increase coverage. Our client wanted reach out to the Mid Market customers on a Pan India level.

Their main goal was to generate leads and revenue from the client’s top 10000 accounts. The client also wanted an increased focus towards sales of specific domain based products.

For arvato India setting up the team with the right infrastructure and management was a key challenge.

Solution
arvato India set up an Inside Sales Team that acted as the single point of contact for the client’s Mid Market customers. The IS team addresses the client’s customers on a Pan- India level supporting them in English, Hindi & 7 Indian Languages.

The team was set up with multiple sub-teams with their own supervisors addressing product coverage, domain coverage and customer coverage. The team today comprises of 9 sub-processes.

Inside sales team undertakes voice Outbound and Inbound calls in English and Indian multilingual languages to support the partners & end customers. The team provided pre- sales and post-sales support to customers to ensure a superior “Customer Partner relationship”.

The IS team assumes Revenue Generating Account Management and outbound sales for client’s technology software products focusing on various domains. The team carries out multiple processes including Telemarketing, Lead Generation, Outbound Sales, Campaign Management, Consultative Solution Selling and Account Management.

Value-Add
arvato India’s Inside Sales team graduated from a Lead generation engine to an Account management engine. The team owns 100% revenue targets and would interact with Partner Account Managers & Partners to ensure deal closures.

The IS team provided about 40% of overall Mid Market revenue of the client, half-yearly sales closure for last FY has amounted to USD 50.4 Million. In this span the team has doubled weekly pipeline generation as compared to the last FY. The Team has consistently won various regional awards for their performance & innovations.

Our Enterprise team’s case study was presented as a Global Best Practice for our client. With best practices sharing and closures practised, the IS team maintained their sales target time and again. Moreover, the team progressively has taken copious initiatives to better product training and overall operational excellence within the organization.

Seeing the growth in revenue and the team’s contribution, the client has gone about in investing additional resources from their organization to assist in integrating the IS team with their field sales organization.

Having a business relationship of almost 6 years, we today have a partnership model with our client, where arvato India is providing a consultative review of business processes while fully managing infrastructure, administration and HR support.