The client needed support on several order management challenges. The company offers many products and order management support is needed for each product. Order managers need to coordinate closely with salespeople and the deal pursuit team to craft the right contracts and there were often issues in that coordination. The company also needed support in managing volume seasonality, especially in the last two weeks of each quarter.

In addition, whenever the company launches a new product in cloud space, its team must be trained on those products and how product deals should be structured.

The HCLTech team assumed responsibility for all new product sales, renewals, upgrades and reductions, creating a workflow for the client’s teams to follow.

First, the queue management team filters and assigns deals to the appropriate deal desk resource. Out-of-scope deals are identified and assigned to other outside department stakeholder teams.

The deal strategy support team validates all contract requirements before a deal is endorsed for booking and implementation.

The order management and product fulfillment team validates deals based on deal desk knowledge base guidelines. The product support lead reviews large and/or complex deals before the order manager books and submits them on a vector tool.

At that point, the deal strategy support team creates contract documents and the product support lead reviews and approves the contract before it is released.

The HCLTech team addresses seasonal volume variability and cross-skilling in parallel with the deal process workflow. In the last two weeks of each quarter, war rooms are set up for the sales team to discuss and understand deal status and proactively manage deals to avoid volume peaks. To improve cross-skilling, the team improved the deal desk knowledge base and launched video-based learning materials and a rigorous training and nesting process.

Finally, the HCLTech team undertook transformation initiatives to improve the order process and customer experience. We implemented a UiPath bot with central robotic process automation that whitelists the deal process based on a business requirements document. We also automated the order form to auto-populate 26 fields across six applications. We optimized case handling by creating follow-up guidelines and a queue management playbook for supervisors. Using app scripts, we redesigned a unified deal verification form.