CASE STUDY

Improve customer satisfaction and loyalty for a leading global manufacturer of safety products.

DETAILS

Business Challenge

A global CRM initiative was launched to improve customer satisfaction for its customers by improving poor response times, capturing accurate customer information and ensuring consistent follow-through at all customer touch points. However, most of its customer management processes were running on departmental legacy systems & databases, which were working in silos with no sharing of information. Lack of integration with SAP and limited analytical capabilities resulted in delays, inaccurate information dissemination, and customer dissatisfaction.

Solutions Implemented

The client collaborated with Accrete to develop a CRM roadmap, identify quick wins and areas for improvement, and implement integrated solutions on SAP CRM, ECC and BW systems in incremental phases to achieve a quicker ROI. The client leveraged Accrete’s industry knowledge, CRM best practices, and SAP CRM expertise to streamline their sales and service business processes resulting in a single integrated CRM system. Accrete executed successful migration of CRM processes and data from their legacy systems to the integrated SAP (CRM, ECC, and BW) system.

Accrete initiated the project with its proven methodology of best practice service business process flows, identify core challenges in existing processes and design solutions to address them. The core solution was built around implementing SAP CRM functionality like Service requests, Service orders, Order scheduling, Service confirmations, Service Contracts, Installed base, Product service letters, Billing and integrating it with SAP ECC for logistics and finance.