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Case study

Sify pipeline visibility and service operations

The earlier version of the same pattern: clean up the pipeline data, calm the reviews down, and keep the post-sales follow-through inside SLA.

Employer / client
Sify Technologies Limited
Duration
Sep 2016 - Aug 2019
Project type
Sales operations analytics

Architecture

How the pipeline visibility worked

Pipeline visibility and service ops: pipeline data, invoices and service queries pass through CRM and invoice hygiene, into reusable operating-review packs, then SLA follow-through and steadier planning. Process fixes the reporting surfaces loop back into the hygiene checks.

How messy pipeline, invoice and service data became one reusable review pack and SLA follow-through, with surfaced process fixes looping back into hygiene.

My pipeline-visibility map

Process flow

How I work the steps

  1. 01
    control CRM / invoice check

    Pipeline and invoice status reviewed before the operating cadence.

    Data Analyst
  2. 02
    after Pipeline review pack

    Segment heads and leadership get reusable visibility.

    Data Analyst
  3. 03
    handoff Service query follow-up

    Post-sales issues owned through closure or upgrade coordination.

    Sales / Service ops
  4. 04
    after SLA closure

    Query outcome tracked against the SLA window.

    Service ops

How I worked the problem

  • Built a properly structured reporting view for the recurring operational reviews.
  • Tracked the invoice and CRM hygiene issues before they turned into planning errors.
  • Handled the post-sales follow-up and upgrade coordination so service questions stayed inside the SLA window.

Measured results

What I delivered

85%+ sla

Queries resolved inside SLA

Post-sales follow-up and service-upgrade coordination.

15-20% accuracy

Sales planning accuracy improvement

Invoice discipline, CRM audits, and internal coordination.

Outcomes

  • Sales planning got steadier. Numbers in the operating review packs stopped being something segment heads had to second-guess.
  • Service queries closed inside SLA most of the time, because the ownership and follow-up trail was visible instead of buried in inboxes.

Tools I used

  • Salesforce
  • Excel
  • Service operations
  • Reporting