EXL streamlines pricing models for increased efficiency and customer responsiveness

EXL is a global leader in data analytics, digital operations, and solutions. The company partners with businesses worldwide to reinvent their models, drive better outcomes, and unlock growth.

EXL sought to empower its sales teams with the tools and processes necessary to build deeper customer relationships. The company believes that true growth comes not only from harnessing data and AI, but also from creating personalised customer experiences that leverage both data-rich insights and human interaction.

Streamlined sales processes and real-time insights boost sales efficiency and customer focus 

EXL implemented Sales Cloud to optimise its lead-to-revenue cycle and gain a deeper understanding of customer requirements. By centralising customer information and interactions, sales representatives have access to up-to-date data, conversations, and relevant insights. Automating daily activities, such as pipeline management and alerts, has freed up time for more strategic tasks.

“Earlier, sales teams spent time on manual information-gathering to understand customer requirements and cascade them across the organisation,” says Jodi Elkins Desforges, SVP - Global Head of Growth & Sales Acceleration, Growth Office Management. “Now, with all that information available at their fingertips, they are engaging customers more effectively and intelligently.” 

Using Einstein, EXL's sales team is able to predict and improve the likelihood of winning deals. Leveraging prescriptive suggestions has helped reps to qualify leads, prioritise opportunities, and engage customers more effectively, resulting in higher conversion rates and stronger relationships. 

An automated and simplified quotation process helps close deals faster 

EXL also automated manual pricing and approval processes using Revenue Cloud. Automated workflows have streamlined the sales and revenue functions, from the opportunity stage to pricing approvals, significantly improving efficiency.

Advanced algorithms for each pricing model, and real-time reports provide teams with the necessary tools to quote accurately and strategically. The solution also supports negotiation and pricing strategy with machine learning models that predict the propensity to win based on price points. 

"Collaboration, innovation, and excellence are key EXL values. Our Revenue Cloud implementation demonstrates our commitment to these. Our Pricing & Sales team now works with highly efficient, best-in-class processes that considerably improve customer satisfaction," notes Amit Roy Chowdhury, SVP & Head of Corporate Planning, Business Finance & Pricing, Financial Planning & Analysis 

A single platform supports organisational decision-making and strategy 

With Salesforce providing a unified view across processes, the leadership team is able to make faster decisions. Real-time pricing data and predictive insights help leaders make informed competitive pricing decisions.

Next: Strengthening customer focus with deeper Salesforce integration 

EXL plans to further integrate Salesforce across more processes to streamline operations and create a robust customer experience. The company is also exploring the use of generative AI for reporting and sales workflows.

EXL's successful implementation of Salesforce demonstrates its commitment to combining advanced offerings with deep customer understanding. By streamlining sales and pricing processes on a single platform and leveraging state-of-the-art analytics, EXL has empowered its sales team to deliver exceptional customer experiences and gain a competitive advantage.