Testimonials
"Through its mature processes and metrics driven approach, Wipro has optimised our supply chain enabling us to provide superior service to our customers. This has led to returns in terms of retention of existing customers and attracting new ones."
Phil Stubbington
Service Delivery Head - Global Freight Management
Exel
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Home  Wholesale Distribution Customer Relationship Management
Customer Relationship Management
Distributors require a holistic view of the lead to order process and also true marketing ROI visibility to plan and execute their Customer relationship management ( CRM )initiatives. Several distributors are now automating sales tasks like opportunity management and lead management to link them up with back office inventory management and accounting systems. This ensures that customer service levels are maintained with no extra back office operations cost. Another significant step in this pursuit to provide customer self service options for order processing and tracking.
A distributor’s sales organization needs real time sales and customer data to make better decisions that can help them close more deals. Sales rep productivity is critical in distribution segments where the number of customers / prospects is huge. They need tools that are easy to use and integrate with commonly used applications like Microsoft Excel. Similarly a sales manager would need additional capabilities to monitor the performance of sales team on the basis of several parameters like number of leads generated or wallet share captured for a particular client. A distributor’s sales force should also have the ability to quickly approve contracts and pro actively notify customers for contract renewal. Distributors should also have access to different sales metrics like level of cross selling, up selling, quota achievement and win rates. Sales pipeline analytics reveal the factors accelerating/ decelerating the lead to cash cycle thus giving inputs to the operational plans of the sales organization.
Wipro’s understanding of a distributor’s client facing operations and expertise to implement and roll out CRM packages make it a preferred partner to provide solutions for the wholesaler’s sales organization. Wipro also developed several portal solutions for clients which helped them increase service levels and cut costs by providing customer self service options. |
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