Spokesperson, Leading Electronic Goods Firm
Enterprises across business verticals recognise the role that information and communications technology (ICT) plays in their day-to-day functioning. An enterprise requires robust IT and telecom infrastructure to communicate not only with its customers but within the organisation as well. Driven by the need to ensure effective communication, reduce downtime, improve productivity and increase efficiency, enterprises are stepping up their investments to upgrade their ICT infrastructure. With the rapid proliferation of smart devices and the launch of faster networks, the most significant trends that have emerged are the adoption of mobile, analytics and cloud technologies. Leading enterprises in the sales and distribution industry discuss their IT strategies, emerging technology trends and future plans for IT infrastructure upgradation…
What are the technology changes that are shaping the sales and distribution functions across enterprises?
The biggest change being witnessed in the sales and distribution industry is the proliferation of mobile applications. We are planning to roll out our mobile-friendly application soon.
What is the company’s telecom and IT blueprint? What new IT infrastructure has it deployed?
All our locations across India, including stores and warehouses, are connected through a multiprotocol label switching (MPLS) network, which is entirely hosted on our data centre in Bengaluru. All vendors are connected to our internal portal. For customers, we use a CRM application that runs on cloud. We are now planning to deploy an internal CRM solution with our sales force partner, which will help move all customer-related matters to one window.
What advantages has the company gained from the new set-up? What were the challenges in implementing the new infrastructure?
The biggest challenge is in ensuring connectivity. It is essential that a customer is able to get through to the customer care centre to register feedback, either through phone, email or other available routes.
What are the key emerging trends in the technology space for enterprises involved in sales and distribution functions?
One of the most distinct trends is the rise in the use of social media for targeting consumers. Our company has also built its presence on various social media platforms to engage with end-consumers
What are the company’s future plans regarding the upgradation of its telecom and IT infrastructure?
Our company has a presence across four industry verticals and caters to about 4 million consumers. We need to constantly upgrade our IT infrastructure to maintain operations. We have recently revamped our telecom and IT hardware.
“We are planning to deploy an internal CRM solution with our sales force partner, which will help move all customer-related matters to one window.” Spokesperson, Electronic Goods Firm
