CRM transformation at Vistra with Salesforcewww.hexaware.com

Vistra was using different instances of Salesforce across the organization, each with a differing functionality. They wanted to unify the commercial processes, improve data-sharing, and increase cross-sale opportunities for its products and services while also revamping customer experience and loyalty. Vistra was looking to improve sales performance, enhance pipeline management, standardize pricing & discounting procedures, and upgrade contract management. They wanted to ensure adequate compliance measures in place and ease of accessibility to data. In summary, Vistra wanted to become a technology and services platform organization, and this initiative was a crucial step in that transformation journey.

Implementation Objectives

Hexaware worked closely with Vistra business and IT teams on the following:

Fig. 1 Program Tenets

Fig. 2 Key Solution features

• Reviewing the current state and maturity of the sales, pricing, and contracting processes• Developing a global process for future state• Simplifying the global product/services portfolio with support for localization• Designing and developing a multi-currency and multi-jurisdictional pricing system• Defining the sales credits and commissions• Integrating services, billing, and ERP platform to enable automation and digitization

Consulting and Implementation

Seamless and consistent user

Experience

Process and applica�on

standardiza�on

Insights driven decisions

Scalable architecture for future growth

Lead Management Account & Contact Management

Intermediary Management

Opportunity Management

Sales Campaign Management

Case management to capture feedback

Integrated Product, Pricing and Quote

Management

Intui�ve & user friendly

Integra�on with mul�ple

applica�ons – i.e.; Marketo, LinkedIn,

ZoomInfo, Okta, ViewPoint, Agresso

Reports & Dashboards

• Implementation of sales, quoting, and contracting process using Industry-leading solutions (Sales Cloud, Service Cloud, and CPQ cloud)• Enabled setup of the products and services using CPQ Cloud to enable individual quotes• Support for multi-country and multi-jurisdictional service delivery• Support for multi-country and multi-jurisdictional product and pricing • Localization of discount approvals based on thresholds• Localization of country-specific quotes and contracts• Implementation leveraged best practices of using Salesforce, as well as using CPQ cloud for product/services and pricing needs. • Provided a single instance of Salesforce across all business units with access to data for all users in a "single source of truth."• Provisioning for a single interface to other systems (Viz. ERP, Viewpoint) across the business units to share data• Implemented a unified support process across the entire business• Simplified small changes based on business requirements• Provided a consistent user experience with standardized processes• Enabled a step-by-step guided selling process to ensure more accurate quotes and improved order accuracy

Solution Highlights

The implementation delivered a single view of global and local customers, revenue year-to-date, and lifetime revenue, amongst other things. The system measured cross-sell index and provided potential opportunities for growth using Einstein AI.

It enabled the following integrations to deliver superior employee experience and adoption:

Hexaware helped with change management, user training, and adoption dashboards post go-live. Hexaware continued to run L1/L2 support for eight weeks to help with the global roll-out and improve adoption.

Single Sign-on

Customer/Contact Insights

Email Integra�on

Digital Signature

Improved Company Insights and Management

Demand genera�on

2

4

56

1

3

Fig. 3 Key Integrations

Solution Highlights

Lead Management Account Management

Contact Management Opportunity

• Lead capture through multiple sources i.e., Marketing tool, Website etc.• Distribute, Nurture, and manage leads• Lead source and type to track channel attribution• Lead assignment based on lead origination market• Lead life cycle management with lead stages• Ability to convert lead to new or existing account, contact and opportunity

• Account hierarchy for parent child relationship• Ability to track Account Owners jurisdiction• Country operation to capture engagement countries• Sector to capture the segment i.e; Corporate, Private Equity, Real Estate, Capital Market, Private Wealth• Record type and page layout for capturing Intermediaries, Client information• Categorization of Strategic accounts• Account teams for collaboration• LinkedIn Sales Navigator and ZoomInfo for account information

• Record type for internal and external contacts• Internal contacts for referral source• Automatically synch up account and contact address• Ability to Flag NPS contact for feedback• Ability to link contact to multiple accounts• Linked In Sales Navigator for contact information.

• Track Opportunity owner jurisdiction• Track opportunity Segment/Sector• Track origination and execution market• Track delivery owner, Invoiced by i.e; Local Affiliates, Shared Service center• Capture information specific to different opportunity types i.e; Proactive, RFP, Renewals, Addendum, Outbound external referral• Opportunity teams capture the group of people supporting an opportunity

Pricing & Quote Management Reporting & Dashboard

Case Management Data Migration

• Contact roles to identify decision makers influencers• Automated intuitive opportunity naming• Alerts & Notifications to account owner• Field defaults and auto population

• Product, Product bundles and product options setup• Country specific products, pricing, and discounts• Fixed and recurring pricing for services• Initiate quotes from Opportunity• Guided selling for quotes generation• Ability to generate quotes output in local language• Multiple iterations of quotes with one single primary quote for opportunity synch up• DocuSign for customer digital signature • Automation to synch up opportunity stage based on quotes digital signature

• Track Client Issue, NPS/Feedback and Termination through case management• Ability to track Credit Memo through case management with approvals• Integrate with feedback management application to capture feedback in NPS case type

• Dashboards configured on user home page• Sales performance with closed won opportunities in current month• Open pipeline dashboard by – Opportunity stage – Segment – Service Category – Deal size• Track revenue by Origination and Execution• Ability to filter by Region, Sub-Region and Country• Dashboard to view team performance

• Data acquisition from source in CSV format• 3 stage process within SQL server to cleanse and transform data• Data assessment rules based on Salesforce validation and workflow rules• Exception reports for discussion with business

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Safe Harbor StatementCertain statements in this press release concerning our future growth prospects are forward-looking statements, which involve a number of risks, and uncertainties that could cause actual results to differ materially from those in such forward-looking statements. The risks and uncertainties relating to these statements include, but are not limited to, risks and uncertainties regarding fluctuations in earnings, our ability to manage growth, intense competition in IT services including those factors which may affect our cost advantage, wage increases in India, our ability to attract and retain highly skilled professionals, time and cost overruns on fixed-price, fixed-time frame contracts, client concentration, restrictions on immigration, our ability to manage our international operations, reduced demand for technology in our key focus areas, disruptions in telecommunication networks, our ability to successfully complete and integrate potential acquisitions, liability for damages on our service contracts, the success of the companies in which Hexaware has made strategic investments, withdrawal of governmental fiscal incentives, political instability, legal restrictions on raising capital or acquiring companies outside India, and unauthorized use of our intellectual property and general economic conditions affecting our industry.

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Hexaware is the fastest growing next-generation provider of IT, BPO and Consulting services. Our focus lies on taking a leadership position in helping our clients attain customer intimacy as their competitive advantage. Our digital offerings have helped our clients achieve operational excellence and customer delight. We are now on a journey of metamorphosing the experiences of our customer’s customers by leveraging our industry-leading delivery and execution model, built around the strategy— AUTOMATE EVERYTHING®, CLOUDIFY EVERYTHING®, TRANSFORM CUSTOMER EXPERIENCES®. Hexaware services customers in over two dozen languages, from every major time zone and every major regulatory zone. Our goal is to be the first IT services company in the world to have a 50% digital workforce. Learn more about Hexaware at http://www.hexaware.com

About Hexaware

www.hexaware.com | marketing@hexaware.com

• Proper distribution and management of Leads/Prospects resulted in improved sales effectiveness and an increased sales pipeline of 10K quotes within the first 30 days of launch. • Guided selling and simplified processes enabled the creation of highly accurate quotes in real-time – thereby shortening the sales cycle and increasing customer loyalty due to a reduced need to go back and forth with customers. • All 600 users globally are on a unified system with a single source of truth. • Unified reports and dashboards enable quicker and better decision making. Complete and accurate reporting of key commercial metrics provides the ability to make data-driven decisions and take proactive action based on sales performance, pipeline, forecast, insights, and trends. • The ability to access Account, Contact, and Opportunity data from a single consolidated instance enabled sales and marketing teams to create consistent pricing and proposals, thereby reducing quote generation effort by 50% and increasing the cross-sell index among clients by 14%.• A consistent user experience with a rich, enhanced user interface led to improved operational effectiveness and reduced costs.

Outcomes Delivered

Vistra is a global professional services organization that focuses on helping its customers make essential business decisions. They minimize risk and enhancing efficiency by facilitating capital flow, safeguarding assets, and protecting investors worldwide. Their 4,700 experts serve clients in 46 jurisdictions, managing over 200K legal entities and administering over $370 billion in assets. Vistra has grown through acquisitions and wanted to achieve a "ONE COMMERCIAL" model across their organization globally.

About the Client

• Create case only for NPS score based on business rules• 360-degree view of client with opportunity, case, interaction• Workflows for email notification to Account owners and Account team on key case life cycle stages• Auto case assignment based on business rules based on resolving department

• Rectification through automated scripts with business approvals