Client Background

• Industry: Technology 
• Products or services used: Digital transformation solutions and enterprise software, selling 300-plus enterprise-grade products.
• Geography or areas of operations: 45 countries
• Number of customers: 40K enterprise customers
• Other relevant details: 12K employees and 7.5K partners worldwide, 98 of Fortune 100 customers

Challenge

After a series of recent mergers and acquisitions, the company faced problems integrating the multiple platforms, systems, and processes, affecting the efficiency of their sales team, their ability to transact with partners, and their cash collection.​ 

As a result, the organization had a high attrition rate of sales staff, a disruption of global customer accounts, and continued sales execution issues in key markets.​ The company’s share value also significantly dropped due to the integration issues with the merger.

Solution 

Wipro  transformed and harmonized the customer’s end-to-end business processes, covering front- to back-office operations with a fit-for-purpose, unified platform that includes several enterprise software solutions, including:

• A multi-cloud Salesforce deployment and leading AppExchange ISV solutions for the front and middle office.
• Oracle NetSuite and Workday for the back office.
• Dell Boomi and Informatica for integration and data management. 
• Tableau and Oracle for business intelligence and reporting.

After the first of two planned go-lives were completed, these solutions were delivered through extensive digital transformation services, involving close to 500 Wipro professionals who collaborated with the client and third-party vendors to complete the following tasks: 

Discovery and Design

• Deep analysis to determine customer’s vision, business model, and application landscape.
• Strategy design on transformation vision with guiding principles and roadmap prioritization to create a solution that is scalable, maintainable, and robust; assures financial integrity and, control; and handles enterprise risk requirements. 
• The process transformation was structured around eight key capabilities and sub capabilities (see below). Wipro started with this taxonomy to define L1, L2, L3 and L4 requirements in the design phase with a focus on developing these capabilities with one core principle “Fit for Purpose”—choosing industry-standard, platform-driven best practices over legacy methodology:

Build

• A full stack build and, application development: 3,500 pieces of functionality across 18 L1 process areas
• 5 Salesforce clouds implemented: Sales, CPQ, Service, Pardot, and Customer and Partner Communities plus numerous managed packages (including CPQ, Wipro Estimator, Conga, Cloudingo, and Adobe)
• The largest implementation of Wipro’s Estimator product (professional services estimator).
• Extended product capabilities through custom solutions to meet unique or complex business requirements, such as sophisticated lead capturi, account and opportunity teams assignments by product portfolio, highly complex management of  enterprise license agreements (ELAs), large carts with expanded quote line item capabilities, community knowledge base integrations with service desk through custom UI, and extended amend and renewal sales event capabilities.
• 400–500 integrations carried out on Dell Boomi.
• MDM account master data integration
• Analytics, BI, reporting through Tableau, Oracle Reporting Database, QlikView.
• Extensive end-to-end testing, from business, functional, technical, and operational tests to performance testing.
• Complex multi-branch environment governance, Release management, and DevOps

Implementation

• Migrated organization tech stack legacy applications to a new unified platform.
• Implemented master data management and, completed full data migration across Salesforce Sales, Service, CPQ and Marketing Clouds including first CPQ asset-based data migration and, product structure data handling of 4M Pricebook entries and, 18,000 complex products.
• Deployed across 45 countries, 3 shared service centers, and 3 local and 4 transactional hubs.
• 5,000+ users live on Salesforce across the globe, 150 users on NetSuite, and 400+ users on NetSuite Open Air.

Transformation and Change Management

• Embedded cultural and behavioral change around ways of working for the GTM/Sales and Finance domains.
• E2E Change Management and enablement strategy to support successful adoption.
• Training needs analysis, persona-driven training, communication and readiness plans with targeted messaging.
• Change adoption and deployment activities.
• Training curriculum development and multi format training execution; train-the-trainer and end-user support.
• Business readiness and cutover planning.
• Enabling customer to build change capability to integrate changes more efficiently in future acquisitions.

Business Impact

In this ongoing program with the client, Wipro’s range of solutions is expected to deliver the following results: 

• A scalable Salesforce platform customized using best-practice configurations and customizations on a robust enterprise architecture, with an operating model that supports and accelerates future growth, acquisitions, and divestments.
• The ability to deliver customer-centric experiences underpinned by streamlined processes and a standardized platform that provides a 360 view of customers, enables cross-sell and upsell strategies and increases the opportunities to build brand loyalty.
• Enhanced buying experiences, with improved customer retention and renewal rates.
• Simplified and standardized business processes that deliver front-and back-office operational efficiency gains, improved  employee experiences, and greater sales rep retention and productivity. 
• Financial benefits ranging from reduced operational costs, a decreasing total cost of ownership (TCO), consistent shareholder returns of 15 to 20%, and the realization of group cost reduction targets.