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Genpact - Best Use of Technology in Sales

 

Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

Company: Genpact, New York, NY
Company Description: Genpact (NYSE: G) is a global professional services firm that makes business transformation real. We drive digital-led innovation and digitally-enabled intelligent operations for our clients, guided by our experience running thousands of processes for hundreds of Global Fortune 500 companies. We have 80,000+ employees with a presence in more than 20 countries.
Nomination Category: Sales Awards Achievement Categories
Nomination Sub Category: Best Use of Technology in Sales

Nomination Title: Creating a Digital Ecosystem for Genpact Sales

Tell the story about how your organization used technology to improve sales operations, drive sales growth, and/or improve customer satisfaction since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Challenge:

Genpact is undergoing a tectonic shift. We started on a transformation journey three years back to re-define “what we sell, who we sell and how we sell”. As we respond to rapid changes in customer buying behaviour, we have been building a new age sales team with high digital quotient. The success of this team is crucial to our growth aspirations. Success, in turn, depends on the sales team ability to efficiently and effectively execute sales activities.

In 2017, a ‘day in the life of a sales rep’ exercise revealed several gaps across processes and systems. The existing environment consisted of both on-line and off-line tools and an end-to-end tool set was lacking. The need was to create a digital sales platform from first client contact till signed contract that provided the right rigor and insights to move from sales administration to sales enablement.

Solution:

We started with three guiding principles

-Provide insights that sales reps truly need
-Use digital capabilities to enable what matters
-Enable ‘one-stop-shop’ for sales

As a first step, we listened. We brought in our sales teams to tell us what information is most crucial for them to succeed. Using design thinking, we created a set of integrated end-to-end enablement processes keeping the client front and center. The transformed processes were brought to life in phases on the back of a new digital infrastructure. Focus was to create a system of engagement through simplification and automation. Thus, a digital ecosystem for sales, code-named ATLAS, was born.

ATLAS, built on the Salesforce platform, performs multiple roles – acts as a digital assistant helping reps to stay organized, personal researcher providing just-in-time prospect intelligence, path-finder exposing hidden connections into target accounts and sometimes as a coach, guiding on the next steps to progress deals.

Through ATLAS, reps have easy access to critical information such as account triggers, curated using AI, delivered into their mobile devices. Reps can quickly check on the personality profile of the prospect they are about to meet. To establish relationships, reps turn to ATLAS to assist in warm introductions by exposing hidden connections into their accounts. The result – smarter prospecting and faster selling.

As reps meet prospects through the day, ATLAS makes it easy to create contacts on-the-go. ATLAS’ robust MDM capability verifies the contact information real-time and ensures that it stays up-to-date. The result – clean and active contact database at any time.

As the marketing engine cranks up qualified leads, reps can view and take action through a single-click. Leads can be auto routed to inside sales agents for nurturing. Agents can call, email and text prospects while logging notes real time within ATLAS. The result – zero lead leakage.

ATLAS provides an easy-to-use opportunity workspace to manage deals. As reps manage multiple opportunities at the same time, ’predictive’ and ‘actionable’ alerts help to prioritize deals that need most attention. As deals progress, sales reps can assess the probability of winning and get instant coaching on areas of competitive advantage and vulnerability.

Proposal automation within ATLAS enables collaboration, co-creation, content management and real -time status tracking. Bots help to organize standard responses faster. As reps close deals, automated workflows kick in to ensure error-free and timely incentive payments.

Genpact sales reps can do so much more on ATLAS today!

Outcomes:

Over the past 12 months, ATLAS has enabled

-2X increase in inflows sourced through relationships, 3X increase through inside sales
-15% increase in win rate
-Robust MDM practices - 3X increase in CXO contacts, 95%+ email deliverability rate on average
-Greater data hygiene - reduction in deals past closure date by >50%, 2X increase in deal velocity at early sales stages
-Simplification - Eliminated >50% data fields, easier and faster to create contacts/opportunities
-Time Savings - Mobile app saves average 40+ hours/year per sales rep

And the sales team is delighted!

We are not finished yet. We continue to innovate.