Podcast
CUSTOMER IN SPOTLIGHT:
Wipro Limited is a leading global information technology, consulting and business process services company. It harnesses the power of cognitive computing, hyper-automation, robotics, cloud, analytics and emerging technologies to help clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, Wipro has over 160,000 employees serving clients across six continents.
Sales reps use many applications and we were looking for ways to make it easy for them to use those effectively. Whatfix has helped us deliver the true value of integrated CRM, KB and Sales Portal systems to users and experience its positive impact on sales.
Swarup Shastri
General Manager & Group Head, Global Sales Enablement
The Challenge of Enabling a Massive Sales Team on Salesforce
With a huge workforce in sales that is spread across six continents, sales enablement is a sizeable expense for Wipro. For this fast-growing sales org, the company wanted to look for innovative ways to enable sales reps in using the various applications: Trace (Wipro CRM), Catalyst (KM) and Interact (Sales Portal). Wipro wanted to ensure that the reps were productive on these applications without any lags because any delays come with the opportunity cost of precious time sales reps could instead be contributing to revenue. The sales enablement team decided to challenge the status quo and try a more effective and technology-based way to enable its digital workforce.
Reasons for Choosing Whatfix
The following reasons convinced Wipro to choose Whatfix as the preferred solution:
- Ease of Use: Code-free, interactive way of creating content
- Broad Spectrum of Widgets: Helps enable and engage users at every stage of the user journey on any web-based application
- Quick & High ROI: Fast implementation and easy maintenance, lowering the total cost of ownership
Multi-Language Self-Learning that is On-Demand
Enabling self-learning for sales efficiency: Whatfix walkthroughs and task-lists help Wipro enable sales-reps on the key applications. Whatfix digital guidance displayed at the time of need augments Wipro’s in-person sales training (Jumpstart) and helps users apply their learning to work. Whatfix has also helped reduce retraining costs with the scheduled alerts that highlight new features, with ‘how-to’ guidance. The significant reduction in the amount of time users spend in navigating across the applications has directly contributed to higher sales efficiency.
Making help and support interactive across various systems: Whatfix has become the central-point for the sales-reps to get help on any sales-system they interact with. Wipro uses Self-help to make all types of relevant help content available to users to reduce their dependence on support center and the trainers. This has not just reduced support costs but has also saved sales reps’ time in creating support tickets and waiting for their resolution.
Increasing training effectiveness for non-native English speakers: Providing in-app walkthroughs to non-native English speakers has helped in tackling the problem of limited grasp of spoken English. Whatfix enables learners to learn at their own pace using walkthroughs and auto-generated multiformats (videos, pdfs, slideshows) which can be displayed in-app as well as in the LMS.
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