Westcon-Comstor operates across EMEA and APAC, connecting IT vendors with a channel of technology resellers, systems integrators and service providers.
TTEC Holdings Inc., a global CX technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital, announced that TTEC Digital has completed the first phases of a successful global sales process optimisation program with Westcon-Comstor, a global technology provider and specialist distributor.
Westcon-Comstor operates across EMEA and APAC, connecting IT vendors with a channel of technology resellers, systems integrators and service providers. It goes to market through two lines of business: Westcon and Comstor.
While embarking on a business-wide digital transformation, the company saw an opportunity to optimise its selling activities and data systems by streamlining its sales process, unifying its data, and empowering its teams with modern, data-driven tools.
Through a rigorous request for proposals (RFP) process, Westcon-Comstor sought a partner with deep expertise in Microsoft Dynamics 365 Sales and proven ability to execute complex projects on a global scale. Ultimately, Westcon-Comstor selected TTEC Digital to execute a full sales process optimisation (SPO) programme.
“As a global firm, we wanted a partner who understood our culture and could work on a global basis,” said Dwight Pitter, Chief Information Officer, Westcon-Comstor. “We recognised that TTEC Digital could take a multi-pronged approach by levering its teams in Europe, the Middle East, Africa, and India to ensure a comprehensive and holistic strategy. TTEC Digital has been instrumental in enabling us to achieve our vision of having a unified, consistent way of presenting the right opportunities, data, and leads to our people on a global basis.”
The SPO program is active in 62 countries, and has achieved impressive results to date, including:
- More than 1,700 users with a 92% adoption rate for daily sales activities
- 158,000 new sales leads
- Substantial increases in data accuracy and win rates.
“Westcon-Comstor recognises the important role that a consistently excellent sales process plays within the customer experience. Often a customer’s first meaningful interaction with a brand, the sales engagement sets the tone for how the customer perceives the brand and ultimately whether they decide to become a repeat customer,” said Dave Seybold, CEO, TTEC Digital.
“As a leading global CX consulting and technology services firm, TTEC Digital has helped many clients through similar transformations, and we are proud to help Westcon-Comstor improve their CX through sales process optimisation.”
Through deep-dive workshops with Westcon-Comstor, TTEC Digital was able to understand the firm’s challenges and requirements, identify key metrics for measuring progress, ensure end user buy-in, and establish a transformation plan. Work on the project has advanced in two phases, beginning with a pilot in 2023 and continuing with a global rollout in 2024 across more than 60 countries. Work to further optimise the SPO program is ongoing.
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