Amber Hickman |
Westcon-Comstor is a leading global technology distributor that connects some of the world's largest IT vendors with a channel of technology resellers, systems integrators and service providers. It specialises in cybersecurity, networking and cloud and has enjoyed significant growth in recent years thanks to its data-driven approach and leading expertise, with global revenue increasing eight per cent in its latest full-year financial results.
The firm recognised an opportunity to further optimise its selling processes and data systems. This prompted the start of a digital transformation journey that would seek out a comprehensive solution to streamline its sales process, unify its data and empower its sales team with modern, data-driven tools to enhance customer satisfaction and drive growth.
Following a rigorous request for proposal process, Westcon-Comstor selected TTEC Digital for the project as its extensive experience in implementing Microsoft Dynamics 365 solutions set it apart from the competition. With over forty years of expertise in Microsoft solutions, customer relationship management implementations and digital transformation, TTEC Digital brought a wealth of knowledge to the table.
The project leveraged a multi-pronged approach, combining the strengths of its Europe, Middle East and Africa team, coupled with the expertise of its India-based delivery centre, ensuring a comprehensive and holistic strategy.
First, TTEC Digital implemented a comprehensive sales process optimisation (SPO) project using Dynamics 365 Sales, starting with a series of deep-dive workshops that helped TTEC Digital to understand the challenges and requirements, and establish a transformation plan. It also held a two-day workshop with TTEC Digital’s global sales team to ensure end user buy-in and identify the key metric for measuring progress.
Both firms focused on standardising sales process automation and improving alignment with partners and vendors for targeted sales. They also aimed to enhance customer identification and efficiency by establishing Dynamics 365 Sales platform as the single source for all client information.
Sales teams at Westcon-Comstor can also use the other tools available in Dynamics 365 Sales, such as artificial intelligence-powered recommendations which can provide insights into the most valuable opportunities and effective actions. Furthermore, the solution integrates seamlessly with other Microsoft products such as Office 365 and Power BI, providing the firm with a unified data ecosystem that it can leverage for real-time analysis.
Read more on how Dynamics 365 is leading the future of work.
The project was carried out in two phases, starting with a pilot launch that took place in September 2023 across three countries. Following the pilot’s success, a global rollout was executed in March 2024, covering over 60 countries.
In the following months, Westcon-Comstor experienced significant improvements in its sales operations. The firm has 1,700 employees now actively using the SPO platform, with a 92 per cent adoption rate for daily selling activities. The new system has generated 158,000 leads, with a significant increase in win rate on opportunities also.
“The team at TTEC digital has done a great job over the past 12 months of designing sales workflows, building solutions and so much more to allow us to launch the pilot in multiple markets,” says Dwight Pitter, chief information officer at Westcon-Comstor. “I’d like to thank all those involved for their efforts and on boarding collaboration with our own teams.”
TTEC Digital will maintain its partnership with Westcon-Comstor in the future to help the firm enhance SPO. The collaboration will focus on understanding business challenges and needs to establish a delivery schedule that promotes success. The firms also intend to work together to leverage the latest Microsoft technologies and identify opportunities for further enhancing operations.
Find out more about TTEC Digital’s services at: www.ttecd.co/mwc
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