Lead Generation & Account Management

Case Study | Inside Sales for Fortune 50 technology major


Challenge

Being a leading technology company with presence in a developing economy like India, where there was a sharp increase in use of technology by businesses - required the client to reach out to customers and increase coverage. Our client wanted to 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 accounts across SMB, Corporate & Enterprise segments. The client also wanted an increased focus towards sales of specific domain-based products.

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

Solution

arvato India set up an Inside Sales (IS) team that acted as a 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 and 7 other 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 comprises 9 sub-processes.

The IS team undertakes voice outbound and inbound calls in English and other Indian languages to support the partners and end customers. The team provides pre-sales and post-sales support to customers to ensure a superior ‘customer partner relationship’.

The team takes care of revenue generation, 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 and Partners to ensure deal closures.

The IS team impacts close to USD 100 million of the mid-market sales revenue yearly. The team has consistently won various regional awards for their performance and 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 improve 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 for almost a decade, 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 providing HR support.



> About Client

Our client is a Fortune 50 technology major offering extensive services & products and addressing both the consumer & business domains.

This multinational computer technology corporation develops, manufactures, licenses, and supports a wide range of software products for computing devices.

Lead Generation & Account Management


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