ITC
Innovative FMCG Powerhouse: Driving Distributors Performance with iFIX Cloud Solution through TCS Partnership.
About the customers
ITC Limited is a diversified conglomerate headquartered in Kolkata, India. Established in 1910, ITC has emerged as one of India’s foremost corporations, operating in various sectors such as FMCG, agri-business, hospitality, paperboards, packaging, etc. Known for its commitment to sustainability and social responsibility, ITC has not only been a key player in the business landscape but has also contributed significantly to nation-building initiatives. With a strong emphasis on innovation and quality, ITC continues to be a leader in multiple industry segments.
Business Challenge
The existing on-premise solution faced significant challenges in customer (Distribution partners) acquisition, retention, and overall endurance. The promotional schemes, crucial for sales growth, lacked efficient management, leading to a loss of sales when not in operation. Distributors and retailers struggled with a slow resolution cycle, minimal control over operations, and a lack of preventive measures. This resulted in stagnation, loss of distributors, and a negative impact on revenue targets. Moreover, reporting and communication processes were manual and time-consuming, affecting overall business agility.
Solution
The implementation of a comprehensive cloud-based solution through iFIX platform has made significant improvement in the wholesale distributors operations landscape. The solution addressed key pain points and introduced several features to enhance efficiency. The iFIX solution included:
1.Customer Service Automation
2. Secondary Sales Operation Monitoring Automation
3. Reporting Automation
4. Real-time Notification
5. Customer Collaboration Automation Using Ai BOT
6. Real-time Solution Database
7. Premium Care for Distributors
Benefits
The implementation of iFIX resulted in substantial benefits across various aspects of the business:
– Sales Growth: Promotional schemes were effectively managed, leading to increased sales by distributors and retailers.
– Operational Efficiency: Resolution cycle reduction by 78%, with preventive and proactive actions addressing 25%+ of cases.
– Business Expansion: Over 40 new distributorship requests per month, indicating business growth and market confidence.
– Revenue Protection: Top-line protection at both branch and WD (Warehouse Distributor) levels, ensuring revenue stability.
– Cost Savings: Faster inventory turnover from manufacturing to retailers, optimizing resources and reducing working days.
Summary
The iFIX cloud solution successfully addressed critical challenges in customer acquisition, retention, and overall business endurance . By automating and optimizing various aspects of operations, including distributor service, secondary sales, reporting, and compliance tracking, the company experienced substantial growth, with increased sales, new distributor onboarding, and accelerated sales performance. The implementation not only improved operational efficiency but also positioned the company for continued success, as reflected in sustained business momentum.
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