Download PDF
Digital Sales Transformation at Dell through Process Mining
Technology Category
- Application Infrastructure & Middleware - Data Visualization
- Cybersecurity & Privacy - Identity & Authentication Management
Applicable Industries
- Mining
Applicable Functions
- Sales & Marketing
Use Cases
- Leasing Finance Automation
- Supply Chain Visibility
The Challenge
Dell Technologies faced a significant challenge in its sales process, particularly in the deal registration process. The company had two types of deal registration processes - one-step and two-step. The one-step process involved direct approval by the deal registration team, while the two-step process required approval from other relevant functions. However, Dell lacked the ability to differentiate between these two processes, leading to a lack of understanding of the volume and performance across them. This lack of visibility also impacted the wider business as Dell could not enforce the Service Level Agreement (SLA) commitments to the functions involved in the two-step approval process. The company needed a solution that could provide deep insights into their deal volumes and identify process elements suitable for automation.
About The Customer
Dell Technologies is a multinational technology company based in the USA. It is one of the largest technology companies in the world and is known for its innovations in supply-chain management and electronic commerce. Dell offers a wide range of technology solutions, services, and support worldwide. The company's primary services include cloud, big data, analytics, IoT, mobility, cybersecurity, applications, and IT infrastructure. In this case, the company was seeking to improve its sales process, particularly the deal registration process, which had become opaque and inefficient.
The Solution
Dell Technologies partnered with Celonis to address their sales process challenges. Celonis provided a solution that used information from core Salesforce data to email subject lines to better quantify and differentiate one-step and two-step deal registrations. This gave Dell visibility across the two processes. With this improved visibility, Dell was able to identify a large number of simple one-step deals that could be registered and processed automatically. The company then developed an automated process for approving these one-step deals. Furthermore, Dell implemented proactive monitoring of processes with Celonis' Action Flows. If a deal wasn’t registered within 14 days, an email automatically went out to the operations team, enabling them to proactively engage with sales. Proactive alerts were also set up for deals where the customer and partner were in different regions. Lastly, Dell set up an operation scorecard in Celonis to provide sales operations and support teams with a clear view of their most important KPIs.
Operational Impact
Quantitative Benefit
Related Case Studies.
Case Study
Underground Mining Safety
The goal was to produce a safety system to monitor and support underground mining operations; existing systems were either too simple (i.e. phone line) or overly complex and expensive, inhibiting deployment, and providing little-to-no support in event of an accident. Given the dangerous nature of the mining work environment and the strict regulations placed on the industry, the solution would have to comply with Mine Safety and Health Administration (MSHA) regulations. Yet the product needed to allow for simple deployment to truly be a groundbreaking solution - increasing miner safety and changing daily operations for the better.
Case Study
Mining Firm Quadruples Production, with Internet of Everything
Dundee Precious Metal’s flagship mine, in Chelopech, Bulgaria, produces a gold, copper, and silver concentrate set a goal to increase production by 30%. Dundee wanted to increase production quality and output without increasing headcount and resources, improve miner safety, and minimize cost.
Case Study
Fastenal Builds the Future of Manufacturing with MachineMetrics
Fastenal's objective was to better understand their machine downtime, utilization, quality issues, and to embrace cutting-edge manufacturing technology/process improvement capabilities to bring their team to the next level. However, there was a lack of real-time data, visualization, and actionable insights made this transition impossible.
Case Study
Joy Mining Systems
Joy equipment faces many challenges. The first is machine integration and control. The business end of the machine has a rapidly-spinning cylinder with 6-inch diamond-studded cutting teeth. It chews through rock at rates measured in tens of tons per minute. The system grinds through the rock in front, creating a rectangular mine tunnel. Hydraulic lifters support the ceiling as the machine moves forward. Automated drills and screws drive 3-ft long screws into the ceiling to stabilize it. The rock and coal fall into a set of gathering "fingers" below the cutting cylinder. These fingers scoop up the rock and coal and deposit it onto a conveyor belt. The conveyor passes under the machine and out the back. A train of conveyor belt cars, up to a mile long, follows the cutter into the mine. The rock shoots along this train at over 400 feet per minute until it empties into rail cars at the end. Current systems place an operator cage next to the cutter. Choking dust (potentially explosive), the risk of collapse and the proximity of metal and rock mayhem make the operator cage a hazardous location.
Case Study
Improved Monitoring in Industrial Manufacturing Facility
When your crane is moving tons of magma-hot iron, you can’t afford an unexpected failure. McWane Ductile knew monitoring the crane motor metrics within their facility could help prevent a mechanical failure that would strand an enormous bucket of molten metal overhead. Unfortunately, their legacy wired monitoring system couldn’t work with moving objects in this extreme environment. If they could integrate wireless capabilities into their existing equipment they could extend their monitoring capabilities without starting over from scratch.
