• Client

    Pratiyogita Darpan

  • Service

    Salesforce CRM

  • Industry

    Media & Publishing

  • Company Size

    1,000+

The client

One of India’s most established media and publishing groups — with a national circulation network, multiple publication titles, and a distribution infrastructure spanning metros and regional markets across India — was managing its commercial operations through a combination of disconnected systems accumulated over years of organic growth. Following a significant data security incident in 2021, the urgency to digitise and unify the business’s commercial data governance became impossible to ignore. Worxwide was engaged to design and implement a unified Salesforce-based commercial platform for the Indian publication business.

The problem

The publication house’s sales and distribution network was operating without a single source of truth — managing leads, distributor relationships, field visit data, and performance reporting through fragmented, manual systems creating data security risks, operational inefficiencies, and commercial blindspots across India. The legacy infrastructure was constraining the business’s ability to respond quickly to leads and manage its distribution network proactively.

 

  • Disconnected Systems with No Centralised Lead or Customer View — Leads and customer relationships were managed across multiple disconnected systems — creating data silos, duplication, and the persistent risk that commercial opportunities were being missed or mismanaged because no individual or system had a complete, real-time view of the organisation’s Indian sales pipeline.
  • Manual Field Tracking with No Visit or Order Visibility — Field sales representatives managing distributor relationships and circulation accounts across India were operating without a digital system for logging visits, capturing orders, or reporting activity. Management had no visibility into field performance, and the data needed to manage territory coverage was absent or unreliable.
  • Data Security Vulnerability from Fragmented and Uncontrolled Systems — Following the 2021 data breach, the organisation’s reliance on spreadsheets, personal devices, and disconnected legacy systems for commercial data management represented an ongoing security risk. Role-based access control, centralised data governance, and audit trail capability were all absent from the existing infrastructure.

OUR SOLUTION

Worxwide built a unified Salesforce Sales and Experience Cloud CRM as the commercial operating system for the business — providing end-to-end lead and customer visibility across channels. A Salesforce Mobile-based field sales app was implemented for real-time visit logging and order capture across India. Automated lead routing, distributor tracking, and workflow approvals were configured, with role-based access control, integrated dashboards, and a security architecture designed to address the data governance requirements exposed by the 2021 breach.

 

  • Unified Salesforce CRM for Sales and Distribution Across India — A Salesforce Sales Cloud implementation unified lead management, customer relationship tracking, distributor performance monitoring, and commercial reporting into a single platform — eliminating the data silos and manual reconciliation that had previously made accurate commercial visibility impossible.
  • Mobile Field Sales App for Real-Time Activity Capture — A mobile-first field sales application enabled representatives to log visits, capture orders, and record distributor feedback in real time from the field — providing management with live visibility into territory activity across India and connecting field execution to the central CRM for the first time.
  • Automated Lead Routing, Role-Based Access, and Data Governance — Automated lead routing, workflow approvals, and role-based permission controls addressed both the operational efficiency gaps and the data security vulnerabilities exposed by the 2021 breach — creating a governed, auditable commercial environment aligned with the organisation’s data protection requirements.

Our work in action

The Impact

65% Faster Lead Response Time Across the Indian Sales Network

Automated lead routing and real-time pipeline visibility reduced average lead response time by 65% — improving the business’s commercial responsiveness and reducing the probability that high-value advertising and distribution leads would cool before receiving attention.

70% Reduction in Manual Processing Errors

The elimination of manual data entry and the introduction of automated workflow management across the commercial operation reduced processing errors by 70%, improving data quality, operational reliability, and the confidence of decision-makers across the organisation.

Real-Time Sales and Distribution Visibility Enabling Proactive Management

Integrated dashboards and real-time activity tracking gave sales leadership, regional managers, and field teams the visibility needed to manage the Indian distribution network proactively — identifying performance gaps, optimising territory coverage, and making data-driven decisions at every level.

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