The 2020 pandemic brought in unique challenges for the IT industry.
Ours were multifold, as we are spread across
several geographies and industries.
We had to ensure business continuity for our clients,
and it accentuated the need to reinvent ourselves.
We at Infosys, Sales Effectiveness pioneered a change
moving away from traditional sales models.
We integrated various digital touchpoints to create an ecosystem
that would sense, process, and respond in real time.
Microsoft Dynamics 365 is the backbone of our Digital Sales Experience.
Sales team can access real-time client buying signals,
utilize past win experience,
and gauge the winnability of their pursuits – all in the same environment.
We have a network of over 2000 colleagues working across the globe
interacting with our clients on a day to day basis.
We need to understand the needs of our clients,
shape proposals, present those to our clients,
win their confidence, win their hearts and minds.
In doing all of this Infy CRM is the central nervous system
which brings all the capabilities of Infosys together.
All our knowledge, all our assets, all the connection with experts,
all the insights about our clients organizations
are harnessed in our Infy CRM.
Right from account planning to closing the deals
and then seeking customer feedback,
we were able to transform each stage of our sales process.
We enabled our sales teams to become Citizen Data Scientists
by creating an integrated sales cube on Power BI.
AI-driven features like Opportunity Scoring and Digital Sales Assistant
provide tailored insights for sales teams & leaders
while integration with KM ensures critical client information at fingertips.
With a successful digital ecosystem in place,
we asked what next?
To move up the next level of sales maturity
we launched the CRM Center of Excellence.
CRM CoE focused on addressing pipeline hygiene issues, data integrity,
and bringing in business rhythm.
We were able to transform the culture of learning and coaching
by bringing in our unique sales maturity curve
that suggested customized learning path for sales.
Our contacts on CRM significantly improved by up to 74%.
With the help of CoE, we saw reduction in the sales effort,
translating into 1000+ hrs saved per quarter.
As the world is moving towards generative AI,
we would like to be the first in bringing the power of next-gen AI capabilities
to our clients through GPT.
We want to leverage powerful AI driven features like self-learning chatbot,
and predictive models that would help us win
blockbuster deals and bring about industry leading growth.
And as we continuously evolve the capabilities on this platform,
we are looking at adding new features which are AI first,
which are machine learning led
and help enrich the entire experience for our clients.
I look forward to this journey of evolving our CRM platform
to continually be the best in the industry.