Client started as a world-renowned camera maker and is now a global multimedia corporation. Today, the client is providing state-of-the-art services to its customers, with a strong dealer network located throughout the globe. Their main business activities revolve around Business Machines, Cameras & Camcorders and Optical & other products.

Some of client's large business initiatives:

The Challenge

As clients business expanded, maintaining a high level of communication with a growing field sales force and dealer network, became difficult. The company needed a better way to stay in touch with its field sales staff and a secure method to quickly distribute confidential information. The other problems being faced by the company were:

• Providing support to its sales staff and dealers, in terms of new range of products being added to the product line, almost daily.
• Very weak linkage with the branches spread all over the country.
• Manual MIS process resulting in not getting the reports whenever required.
• Dependence on Sales Executives' ability to generate leads.
• Weak communications within its sales team and dealers.
• Concern over how to retain & satisfy its customers.

FCS Proposed Solution

For almost any product range that this OEM had, FCS helped them with customer support to their sales staff and dealers. We supported them using applications that they could configure to act as a virtual office for the sales staff. We proposed complete online support using sales force automation system (ICAN) with key functionality of:

• Bottom-up hierarchy based approach.
• Virtual Office Environment – Access information anytime, anywhere.
• Digital Cockpit for Managers for generating Automated MIS Reports FCS India: Case Study.
• Integrated Proposal & Quote Module to generate customized Proposals as per clients requirement

FCS’ expert dedicated support team reporting directly to the client's automation head provides a direct support to their sales staff and dealers. The team having perfect domain knowledge of the wide range of products of this OEM has large pool of database containing information on different models of cameras and camcorders. The sales staff of client can call this team any hour of the day, any day to get help on a specific model/product that they are selling. Similarly, the dealers can also get in touch with this team to get updated information on the products under the digital imaging category. The various modes of providing this support is through email, chat and phone.

Business Benefits