Founded in 1990, Hexaware Technologies delivers consulting, application management, and business process–outsourcing services to more than 150 clients around the world. The company tried several times to deploy a global customer relationship management solution for a 300-person sales team, using software from Oracle, Siebel, and Salesforce.com. Finally, with Microsoft Services Premier Support for Developers, Hexaware successfully developed and deployed a solution based on Microsoft Dynamics CRM that provides salespeople and stakeholders with greater insight into and control over sales effectiveness. Premier Support for Developers helped Hexaware quickly resolve complex technical issues at critical junctures in the project, provided insight into the Microsoft technology road map, and delivered technical recommendations to strengthen the security and performance of the solution.
||Premier Support for Developers helped us safely navigate the development and implementation of our global solution based on Microsoft Dynamics CRM.
Head of Internal Systems,
Founded in 1990, Hexaware Technologies delivers consulting, application management, and business process–outsourcing services to more than 150 clients around the world. The company employs over 6,000 professionals, with headquarters in Mumbai, India, and regional offices in London, New Jersey, and Singapore. In 2009, Hexaware brought in more than U.S.$218 million in revenue.
To centralize sales efforts, Hexaware sought to implement a global customer relationship management system. “Our goal with customer relationship management was to create a single sales pipeline that combined sales efforts from across geographies and industry verticals,” says Saravanan Viswanathan, Head of Internal Systems at Hexaware. “We wanted to better manage our sales activities and improve our forecasting abilities through better data.”
After several attempts to gain widespread adoption of customer relationship management solutions from Oracle, Siebel Systems, and Salesforce.com, the Hexaware customer relationship management team paused to evaluate its approach. Hexaware drew a couple conclusions: The solution needed to work with the tools people were already using and offer excellent performance. Solution
Hexaware decided on Microsoft Dynamics CRM because of the way it works with Microsoft Office applications and how it easily integrated with back-end financial-planning and bid-management systems that the company was already using. To help ensure the project’s success, Hexaware sought expert guidance from Microsoft. Specifically, the company received customized development training, assessments, and consultation available as part of Microsoft Services Premier Support for Developers, an offering designed to help enterprise developers and independent software vendors quickly build and deploy robust applications for the Microsoft platform.
“This was a high-profile project, with commitment from the CEO and CIO of the company,” says Viswanathan. “Microsoft Services helped us to resolve critical development issues and ensure the success of our endeavor.”
To equip Hexaware with best practices from Microsoft, the Microsoft Technical Account Manager (TAM) responsible for Hexaware facilitated a meeting with the Microsoft Dynamics CRM product team in India. “It was extremely helpful to gain the insights of people who actually created the software,” says Priyank Jain, CRM Project Manager at Hexaware. “They shared with us best practices for enterprise deployments, such as how to configure root administrative access on the host server to maximize security.”
The customer relationship management team at Hexaware called in help from Microsoft Services at critical junctures during the project. When the team refined the offline capabilities in the new solution, they brought in Microsoft resources to provide advice on how to best configure the Microsoft Outlook client. And, when creating a customized tool for uploading Microsoft Excel worksheets, Hexaware turned to Microsoft Services experts to help troubleshoot a complex technical issue. “We let Microsoft know that resolving the problem with the upload tool was a priority,” says Jain. “The 32-bit code we were trying to use did not execute properly in a 64-bit environment. They escalated the issue, put a team to work on it, and returned a recommended solution within two days. This fast turnaround enabled us to demonstrate a critical capability to important stakeholders within the company.”
Hexaware took a rolling deployment approach with Microsoft Dynamics CRM and has so far deployed the solution for its teams in North America and Europe—a total of approximately 200 users. Eventually, the solution will serve upwards of 300 users. During the rollout, Hexaware received help from Microsoft to optimize the performance of the solution. “Microsoft experts examined our server setup and recommended some adjustments that significantly improved the performance of our solution,” says Jain.
Hexaware continues to work closely with Microsoft Services to plan future endeavors with Microsoft Dynamics CRM. “With Premier Support for Developers, we have the opportunity to consult with Microsoft about the road maps of products and technologies,” explains Viswanathan. “We use this insight to eliminate redundant initiatives and incorporate upcoming functionality into our plans.”Benefits
By taking advantage of Premier Support for Developers, Hexaware helped to ensure the success of a sophisticated implementation of Microsoft Dynamics CRM. “Premier Support for Developers helped us safely navigate the development and implementation of our global solution based on Microsoft Dynamics CRM,” says Viswanathan. “With expert resources available on demand, we built a powerful tool to improve sales effectiveness, efficiency, and planning.”Fast Resolution to Problems
Premier Support for Developers provided Hexaware with priority access to expert resources. Hexaware could prioritize the issues of most importance for the fastest possible resolution. “We had greater peace-of-mind knowing that, if any problem came up that we needed assistance with, Microsoft Services was ready to devote its full attention to finding a solution quickly,” says Viswanathan.Proactive Guidance
With expert guidance from Microsoft, Hexaware proactively addressed potential security and performance issues before they became problems. “We greatly appreciated having a dialogue with the Microsoft Dynamics CRM product team, asking questions and receiving advice that fit our particular needs,” says Jain. Regular Touch Points, Service Management
Throughout the project, Hexaware received appropriate and prompt developer support through the efforts of the company’s TAM, who regularly checked in with the project team and facilitated training and other assistance as needed. “We feel that our TAM is our advocate within Microsoft,” says Viswanathan.Best-Practice Development
Hexaware took advantage of developer support from Microsoft to successfully build and deploy a global customer relationship management solution that meets business objectives. “By taking advantage of Premier Support for Developers, we empowered our team with skills and expertise straight from Microsoft. Our company now has clear visibility into sales activities across geographies and industry verticals,” says Viswanathan. “We are currently integrating the solution with more of our back-end systems for even greater business value.”More Effective Sales Efforts
By using the new Microsoft Dynamics CRM solution, regional sales teams at Hexaware can work together more cohesively on global accounts. They now share customer and account information more easily, enabling them to deliver better service.
The new centralized sales solution also benefits corporate forecasting and planning efforts. With sales information gathered from across geographies and industry verticals, Hexaware managers can make more informed business decisions.
As the consulting, technical support, and customer service arm of the world’s leading software company, Microsoft Services enables the successful adoption, deployment, and use of Microsoft solutions and technologies for all customers.
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