#USA #Denver #TTEC Digital #Westcon-Comstor #AI-enabled CX

Transforming Sales Through Optimization

In a significant move to enhance its global sales processes, Westcon-Comstor has enlisted the expertise of TTEC Digital, a leader in AI-enabled customer experience (CX) solutions. This partnership aims to streamline Westcon-Comstor's sales activities as part of a broader digital transformation strategy.

The Partnership

With extensive operations across EMEA and APAC, Westcon-Comstor connects major IT vendors with their channel of technology resellers, systems integrators, and service providers. Recognizing the need for a more efficient sales process, the company initiated a comprehensive request for proposals (RFP) to find a partner experienced in Microsoft Dynamics 365 Sales. Ultimately, TTEC Digital was selected for its capability to execute complex projects globally.

Quote from Westcon-Comstor's CIO
"As a global firm, we sought a partner who could appreciate our corporate culture and deliver on a worldwide scale. TTEC Digital has proven instrumental in aligning our global sales process with our strategic vision, providing us with state-of-the-art tools for our teams."

Achievement Metrics

The sales process optimization (SPO) program launched by TTEC Digital has demonstrated remarkable success across 62 countries. The results include:

• - 92% Adoption Rate: More than 1,700 users have adopted the new processes, showing high engagement with daily sales activities.
• - 158,000 New Sales Leads: The optimization has significantly increased the number of sales leads generated.
• - Improved Data Accuracy: Enhanced accuracy in data collection and reporting has led to better decision-making capabilities and increased win rates.

Importance of Sales Processes in CX

According to TTEC Digital's CEO Dave Seybold, the sales process is crucial in shaping customer perceptions. A well-executed sales engagement often represents a customer's first meaningful interaction with a brand, establishing a foundational impression. By optimizing this process, companies can drive higher customer satisfaction and repeat business, ultimately leading to increased profitability.

A Focus on Data-Driven Solutions

The collaboration with TTEC Digital involved in-depth workshops to analyze Westcon-Comstor’s unique challenges and requirements. By identifying key performance metrics, ensuring buy-in from end-users, and establishing a clear transformation plan, both firms have set the stage for effective optimization.

The project commenced with a pilot phase in 2023, followed by a global rollout in 2024. Continuous efforts to refine and enhance the SPO program are ongoing, ensuring Westcon-Comstor can adapt to evolving market demands.

Conclusion

TTEC Digital’s work with Westcon-Comstor exemplifies the power of strategic partnerships in transforming sales operations and enhancing customer experience. By leveraging innovative, data-driven tools, TTEC is paving the way for Westcon-Comstor to present tailored opportunities and engage customers more effectively. As companies increasingly recognize the significance of a seamless sales process, TTEC Digital stands at the forefront of this transformative journey.