In the last post, I talked about the benefits of having proper tools and processes for customer service. In this post, I want to highlight a few of our customers who have done wonders with SAP CRM. These customers clearly illustrate that when the tools and processes are aligned, everyone stands to benefit.
First in this list is Crestron. Crestron is the world’s leading manufacturer of advanced control and automation systems based in Rockleigh, New Jersey. Recently, Crestron upgraded their old system to SAP CRM 2007 in order to support their critical depot repair process. Depot repair is important to Crestron as it repairs all their products in-house. When a customer encounters a problem with a Crestron product, all he has to do is contact Crestron. Using SAP CRM, an RMA is issued to the customer who then ships the defective product to Crestron. Once the product is received, it is assigned to a repair technician. With SAP CRM, the technician has complete information of the repair order at his disposal, facilitating a quick completion of the job. Upon completion, the technician also uses SAP CRM to document the work, parts consumed, and time spent. The product is then shipped back to the customer, again using SAP CRM to track the complete process. All information collected during the process is used in subsequent communication with the customer as well as analysis of product quality and service operations. Delivering superior service is a key differentiator for Crestron. With SAP CRM, they are living up to the promise of the Crestron brand. Check out this short video on our Youtube channel.
NetApp is another great story to share. NetApp is an innovative storage solutions vendor based in Sunnyvale, California. When NetApp’s system was no longer meeting their growing business needs, they decided to implement SAP CRM. Unlike many other customers who chose SAP CRM for the native integration with SAP ERP, NetApp is using SAP CRM as a stand-alone solution and is integrating it to non-SAP applications (Oracle ERP being one of them.) SAP CRM is the core application used by NetApp Global Services (NGS) to support all its customers, from addressing common technical questions to complex cases requiring a field service engineer onsite. When a NetApp customer calls, the caller is identified by SAP CRM and automatically routed to an agent at the appropriate contact center. The support agent picks up the call and then opens a new case or brings up an existing case, if one has been opened previously by the customer over the web or through another agent. The case is then managed to its completion using SAP CRM, from tracking status, ordering spare parts, and creating and executing an onsite service visit. SAP CRM is also the back-end master for NetApp’s web self-service application called “NetApp on the Web” or “NOW”. Furthermore, SAP CRM is integrated to the “auto-support” capability in some of NetApp’s more advanced products that can automatically detect failure, capture and send system log and configuration information back to NetApp. A new case can also be opened automatically if the conditions warrant one. Currently, the deployment of SAP CRM at NetApp is supporting over 23,000 users consisting of both internal and external users, which include customers and partners. Providing great customer support is very important to NetApp and SAP CRM is a playing key role in enabling NetApp to meet this objective. Check out this short video of Ed Swetavage, Director of NGS, talking about the NetApp’s deployment of SAP CRM.
And my third customer feature today is Coca Cola Company. Coca Cola is in the process of rolling out SAP CRM to all its bottling companies, supporting both inbound service request calls from retailers and consumers as well as outbound marketing calls. With comprehensive capabilities enabled, the solution allows its contact center agents to be universal agents, able to perform many tasks, from creating a new product order to scheduling a removal of a retired refrigerator when a customer calls. The solution will be used by call centers with various sizes, ranging from 1000 to 10 agents. With SAP CRM, Coca Cola is transforming these call centers into strategic assets that drive brand loyalty and profitability. If you have time, watch the webcast presented by the project team at Coca Cola Company on sap.com.
As you can see, these three customers are using SAP CRM somewhat differently to support their customer service business processes. Crestron is using it to manage its return and depot repair processes. NetApp is leveraging SAP CRM to power its customer support globally, managing all technical support cases, simple or complex. And Coca Cola is leverage SAP CRM for its call centers, enabling its universal agents to conduct both sales order and service processes. However, the common theme across all these customers is that SAP CRM is the enabler, the platform that allows them to deliver superior service to their customers and, in the process, retain their customers and thrive.
– Hansen Lieu, Director of Solution Marketing, SAP | firstname.lastname@example.org