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SAP America - Best Use of Technology in Sales

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: SAP America, Newtown Square, PA
Company Description: SAP is the world leader in enterprise applications in terms of software and software-related service revenue. Based on market capitalization, we are the world’s third largest independent software manufacturer.
Nomination Category: Sales Awards Achievement Categories
Nomination Sub Category: Best Use of Technology in Sales

Nomination Title: Improving Account Executive Productivity with Deal Manager

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 2016 (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:

One of the world’s fastest growing enterprise cloud companies (with 365,000+ customers in 180 countries), SAP is at the center of today’s business and technology revolution.

As we continue to grow, Run Simple has become the mantra for our company and our customers. We apply that approach in sales operations at SAP, too. In 2016, we reassessed how technology could enable our Account Executives (AEs) to perform their daily tasks with greater efficiency, precision and passion for helping our customers run better.

At that point, one of the most time-consuming parts of an AE’s daily tasks was managing deals: inputting and accessing vital customer data, viewing customer transaction history and searching our product database. Because of our former user interface, AEs encountered data redundancies, accessed different sources to input and analyze data, and had no holistic view of accounts or activities.

However, important changes were underway. SAP developers were building a centralized user interface for sales colleagues called Harmony -- using latest SAP Hybris solutions and SAP Cloud Platform technologies -- to unite key sales processes into a single view for AEs and their managers.

Tapping into the power of Harmony was the perfect opportunity to develop a breakthrough technology to help AEs quickly and easily manage deals end-to-end, at-a-glance and on-the-go.

Solution:

We assembled a cross-functional team, including colleagues from Sales Operations, Sales Technology & Support, IT Services, Digital Transformation Office, and Enterprise Analytics to develop a best-in-class technology solution to make deal management simple, effective and efficient. We held many meetings and workshops involving AEs, managers and sales executives to understand needs and how best to meet them.

The outcome of this collaboration: Deal Manager—a single, personalized user interface enabling AEs to easily manage the most complex deals in significantly less time.

Thanks to the tool’s holistic view and intuitive design, AEs have full visibility on all deal-related data. Data redundancies are gone and AEs handle administrative tasks, once requiring visits to multiple sources, in a single click. And importantly, Deal Manager has advanced features including automatically calculating deal scores, providing insights instantly, and making deal team assembly much easier.

AEs access this information and functionality on-the-go using Deal Manager Mobile—a sleek application, run on iOS devices and developed as part of SAP’s ongoing partnership with Apple.

Deal Manager is one of five powerful AE sales applications in the Harmony tool interface. This single view eliminated 80% of the data fields AEs previously encountered, putting the most relevant information front and center.

Results:

Deal Manager went live in February, 2017 after five months of development, and had an immediate global impact. The highlights we are most proud of are:

-Deal Manager’s simplicity, reliability and support capabilities contributed to a 56% increase in quota carrier productivity

-AEs create a quote 4Xs faster than in the previous system. This change means AEs save an average of 40+ hours annually using Deal Manager, enabling them to spend more time with customers

-In the first three months, 90% of the AEs in the target rollout group used Deal Manager and maintained over 33,000 deals in the new system.

-Deal Manager Mobile usage currently stands at 98% of the target rollout group

The universal praise for Deal Manager ensures we will continue to meet new challenges, incorporate new technologies and make improvements in 2018, including:

1. Ability to process Cloud, On-Premise and Services combined deals as a single transaction
2. Onboarding of Services, Renewals and Hana Enterprise Cloud
3. Comprehensive view of customer history to enable better insight
4. High level forecast in the early stages of the deal

We are extremely proud of the impact Deal Manager made on our Account Executives. They spend less time managing deals while gaining enhanced insight into their customers. In 2018, we will continue the roll out to additional sales employees so that 95% of the entire sales organization will use Deal Manager.