Zain’s existing Oracle-based CRM system was unstable and difficult to navigate. This created process bottlenecks when it came to onboarding new subscribers. With no scalable territory management feature in place, the system was unable to provide visibility into opportunities and the revenue pipeline. The sales team faced delays during deal closures or addressing missed opportunities due to the absence of an alert and escalation mechanism. The team was also dependent on a manual pricing system which increased closure cycle time.
At the outset of the engagement, TCS extensively studied the existing system landscape in close collaboration with Zain’s stakeholders to identify root causes and prioritize issues. Post analysis, T– reducing overall lead conversion turnaround time. By replacing the manual pricing system with an auto pricing feature, we enabled the telecom major’s sales team to strengthen and streamline key account manager (KAM) assignment, reassignment, and escalation processes. TCS further rationalized and improved the CRM’s user interface by removing field repetitions and redundant data entry points. Zain’s CRM platform was augmented by integrating it with productivity enablers such as Google Maps, Outlook, and daily performance tracker, which in turn enhanced overall operational efficiency.
TCS has played an instrumental role in improving our sales capabilities across geographies
Irfan Abdulgafor, General Manager Technology Core, Zain KSA
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