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CLIENT CASE STUDY


Accenture: Manage mySales solution digitizes the sales process

Accenture delivers a “one-stop shop” solution for all sales needs via a single platform that can be used anywhere, anytime.

The need: One solution to manage sales

The ability to efficiently and effectively execute sales activities to support Accenture’s growth aspirations is crucial. Our existing environment, however, consisted of both on- and offline tools and an end-to-end toolset was needed. Additionally, one of our primary tools, Accenture’s opportunity management solution, was ready to be replatformed.

It was time to implement a new solution. The business needed one solution to manage sales—from first client contact to signed contract—to enable client account teams to collaborate. These teams needed a solution that provided the rigor and analytical insights to help them move from sales administration to sales enablement.

Bringing together business and IT to digitize sales

Both Accenture’s internal IT and the Global Sales and Pricing Excellence organizations set out to digitize how Accenture sells by enabling the end-to-end sales process and improving efficiency through automation. The key to digitalization was bringing Accenture’s sales processes online to create the “intelligent connection points” with Accenture’s global account teams to the right people, the right assets, and the right insights to be more effective in their sales pursuits.

The team stayed focused on five key areas, including strong leadership, governance, strategic business and IT partnership, partnership with the cloud provider, continuous innovation for rapid releases, and a dedicated engagement model for client account teams. After the first wave, lessons learned were incorporated into subsequent waves.



Bringing together business and IT to digitize sales

GUIDING PRINCIPLES—GETTING CLEAR DIRECTION FROM USERS


Focus on what matters most to our teams

FOCUS ON WHAT MATTERS MOST TO OUR TEAMS

Move from administrative to enablement

Provide relevant insights back to teams

One-stop shop for CRM

ONE-STOP SHOP FOR CRM


Integrate and digitally enable the end-to-end sales/CRM process

Improve process efficiency through automation

Use "best in class" capabilities

USE “BEST IN CLASS” CAPABILITIES

Leverage standard functionality to meet business needs

Make improvements based on account team feedback

Solution development

Solution development occurred in three phases over three years, but continues to evolve on an ongoing basis:


1

IMPLEMENTED MANAGE MYSALES, AN ACCENTURE-DEVELOPED CRM SOLUTION


  • Implemented a “base” Manage mySales solution using standard Salesforce for six core capabilities + custom enhancements.

  • Integrated sales data across applications to streamline, simplify and integrate sales management processes.

  • Replatformed Accenture’s opportunity management solution.

  • Hosted Manage mySales entirely in the cloud, to be used anywhere, anytime on mobile devices.

  • Deployed globally over 5 months, in 3 waves, across all Accenture geographies.

2

IMPROVED OPERATIONAL EFFICIENCY


  • Extended the platform: Built a New Business Management application using the Salesforce platform-as-a-service capability, transforming a previously manual, offline aggregation of content required for opportunity review to a fully digitized and integrated experience.

  • Enabled Sales Campaign Management providing an integrated view of campaign execution actions + results tracking and measurement.

  • Integrated disparate applications related to the opportunity approval process, providing a comprehensive view of an opportunity and enabling online, real-time approval decisions.

  • Implemented Salesforce’s cloud-based platform, Wave Analytics, to enrich analytics.

  • Enabled a crowdsourcing space for Accenture users to post and vote on enhancement ideas.

3

ENABLING INTELLIGENCE AND ANALYTICS


  • Implemented the Salesforce Lightning platform and a new user interface to improve usability and enable process excellence with intelligence and analytics.

  • Accenture is one of first global enterprises of its scale to be fully on Lightning.

  • Lightning brings a refreshed platform + look and feel to enhance the user experience.

  • Makes insights more readily available, increases efficiencies for teams and mimics the layout of the mobile app.

  • Implemented Einstein Analytics, Salesforce business analytics software, which allows Accenture to use predictive analytics powered by artificial intelligence.

  • Continuing integrations with other systems to enable additional insights real-time.

Manage mySales journey

The Manage mySales platform is digitally enabling end-to-end sales and CRM processes, and supporting Accenture’s business growth strategy:

PRIOR STATE

A “one-stop shop” sales solution

Manage mySales delivers all sales needs via a single platform for growing Accenture’s sales pipeline, qualifying opportunities and developing best-in-class strategies. It is a “one-stop shop” solution that every client-facing Accenture employee can use anywhere, anytime for building and managing key client relationships. Sales opportunities, in turn, are undertaken more efficiently and effectively, helping to achieve the sales required to support Accenture’s growth by capturing what individuals used to do offline and putting it into one online digital platform.

~32,000 USERS ACROSS 50 COUNTRIES

~32,000 USERS ACROSS 50 COUNTRIES

ROBUST AND DIGITALIZED CRM CAPABILITIES

ROBUST AND DIGITALIZED CRM CAPABILITIES

360-DEGREE VIEW OF ACCOUNTS

360-DEGREE VIEW OF ACCOUNTS

MOBILE-ACCESSIBLE, INTERACTIVE

MOBILE-ACCESSIBLE, INTERACTIVE

STANDARDIZATION OF WINNABLE, PROFITABLE SALES STRATEGIES

GREATER INTERACTION, COLLABORATION AND VISIBILITY

GREATER INTERACTION, COLLABORATION AND VISIBILITY

END-TO-END ENABLEMENT OF ACCENTURE SELLING METHODOLOGY

END-TO-END ENABLEMENT OF ACCENTURE SELLING METHODOLOGY

ENHANCED INTELLIGENCE

ENHANCED INTELLIGENCE

Sara Porter


"What is most exciting about the deployment of Manage mySales is the industrialization and end-to-end enablement of our Accenture Selling Methodology. Before, sales teams relied on paper-based templates that were disconnected and inconsistently used. Now, by integrating our best practices into the application, they are more effectively adopted by teams and reinforced by leadership."



SARA PORTER

Managing Director – Accenture Global Sales Effectiveness



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