Naaptol Trusts Aspect Unified IP Platform For Disaster Recovery, & Aspect Workforce Management To Improve Employee Productivity and Enhance Operational Efficiency

About Customer

Launched in January 2008, Naaptol has grown to become one of India's largest comparison based social shopping portal. A one-stop destination for shoppers, merchants and market enthusiasts, that binds buyers and sellers in a lucrative network; Naaptol helps people connect better making the whole experience of buying easier. Naaptol.com, India's premier comparison-based social shopping portal proudly announced its felicitation as the 'Retailer of the Year' by the Asia Retail Congress in the category of online shopping and e-commerce. It beat six other competitors in the category to emerge as winner. It has also bagged the recognition for being the 'Most Innovative eRetailer' in the special awards category at the Indian eRetail Awards 2014.
The Journey


It was a long journey full of hard work, passion and persistence. We divide our winning story into three parts for your easier consumption;

Part One - When It All Started

Naaptol has been using Aspect Unified IP Platform as primary platform to run their sales operations and Altitude system for Disaster Recovery. Team worked hard to position Aspect UIP – DR solution, established a clear value proposition of “Increase in Sales” with Naaptol’s executive team. Multiple rounds of discussion followed, to freeze on ‘best fit architecture’ solution components, sizing etc.

Part Two – Seeding Workforce Optimization

While Naaptol team was discussing the DR solution with our team, we started positioning our WFO suite with COO and his team simultaneously. It took us sometime but the COO was finally convinced about potential benefits of our WFO portfolio for their operations including productivity improvements, real-time visibility into operations with schedule adherence and RTA, employee empowerment with leave management/shift bidding etc,. This struck just the right chord with decision makers and COO with all the conviction became our project sponsor. Not to forget, competition threat had already started coming our way.

Being our existing customer, they did understand the end to end customer experience value we will bring to their operations with Aspect WFO and Unified IP together. We aligned on a phased WFO roll-out approach with WFM becoming the first module followed by AQM, APM, Analytics as next steps. We ensured to make the WFM as part of the DR project itself to create stickiness and seal the deal in time and avoid competition entry.

Part Three – How it came together (read below)

The Challenge

Executive Team was very clear from day 1 that they had no additional budget for WFM but only DR set-up. First negotiation meeting went on for half a day with no outcome since we were constantly requesting them for additional budget. There were flights missed and we still didn’t get lucky.

A follow up negotiation meeting happened a week after. We maintained our stand “ We have come to seal the partnership for both WFM and DR Solution and we won’t leave without doing so”. The CEO finally agreed to allocate an additional budget by end of our meeting. It took us two more visits and meetings as long as 5-7 hours to finally have our moment of victory….

THE 1st ASPECT WORKFORCE MANAGEMENT WIN FOR AN INDIAN HOME SHOPPING COMPANY CAME OUR WAY…

What made Aspect win

Three Behavioral Attributes that made us win:

Collaboration:

Entire team collaborated very well with each other on each and every actionable – Sales, WFO Specialists, SC, APS, Partner.
This was key for this win for sure. Strategic mapping of all stakeholders across account proved to be a good strategy.

Passion To Win:

At each phase of the deal, starting from pre-sales to design discussions to negotiation, we had a passion to win. We neither kept an option for ourselves to leave the deal nor gave it to customer.

Focus:

While there were distractions like competition, entire project getting scrapped altogether, lack of budget from customer, pushback at times on few solution capabilities, we kept our focus and addressed all concerns of customer timely for them to make a decision.

There couldn’t have been a better reward than this one, Naaptol COO’s message to Aspect Team “Hi, thanks for all your efforts for giving us the opportunity to implement the WFM. It Was your efforts which made this possible”

Trend Is Set , Lets Leverage The Win & Sell More

 
 
 
 
 
 
 
The Winning Team
 
Key Executive

Sanjay Gupta

Sales

Siddhartha Kaul

Deepak Mallick

Ruchika R. Gill

Gavin Rodrigues

Jambu Vaidyanathan

APS

Vivek Tyagi

Suraj Singh

Noel Miranda

Tijo Thomas

DEAL VALUE
SOLUTION

UIP – Disaster Recovery (700 seats)

WFM – 2100 Seats (Core, Perform & Empower)

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