Case Study: Digi Telecom Malaysia

Business Issue:

Rapid customer growth was overwhelming sales and service delivery teams.

Problem:

• Sales people were using Excel spreadsheets to track their leads and data is not consolidated into a central database
• Sales person had difficulties tracking proposal approval status and line activation status
• Customer communications and activities were not tagged to leads/accounts
• Sales was not able to effectively track conversion rate of marketing activities into sales opportunities
• Management lacked a 360-degree view of customers via real-time reporting

Solution:

• Sugar Professional On-Site was installed to ensure data security and control

ROI:

• Incorporating sales and delivery information in one system to allow sales people to ensure delivery of equipments and activation of lines on time
• Easy to use interface and customised fields makes data entry simple
• Ensure effective management of sales leads from various leads sources
• Allows auto-assign of leads to sales team using workflow by lead sources
• User-friendly reporting tools allow users to create charts and customized reports which provides management a 360°view of the accounts

Customizations:

• Customized fields and modules to make data entry easier and to support sales processes for leads, proposal generation and contract generation
• Customized reports for management

Integrations:

• Integration with fulfillment order systems and billing system to reduce manual data entry and automate processes