Dynamic customer segmentation

Analisi anagrafiche e segmentazione

Dynamic customer segmentation

Company profile

The Need

The company was facing some reporting matters:

  • Laborious search and query of customer information and product data
  • Time-consuming export of data out of the system and processing on stand-alone spreadsheets
  • Need to develop a dynamic customer segmentation and a more effective reporting system (four classes of customers: active, direct, indirect and interested
  • Desire to consolidate data from different systems (CRM and ERP) to make better use of business data.

The Solution

A solution has been implemented on SAP HANA and SAP Lumira that allows:

  • View customer master data by B2B/B2C channel and business type
  • Analyse the customer database according to customised criteria
  • Take advantage of Cluster Analysis to segment customer groups in an advanced way
  • Provide users with “Bookmarks” that allow them to save and resume analysis at a later date.

The Benefits

 

 
  • Simplified customer analysis
  • Improved knowledge of customer clusters
  • Better targeting of marketing and sales processes.

Industry

Manufacturing

Tech & Service

SAP HANA, SAP Lumira

Process

Marketing, Marketing Campaign, Sales

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Fully manage and monitor production

Fully manage and monitor production

Company profile

The Need

The company was facing some needs linked to the production process:

  • Optimize workers productivity and collection of information
  • Monitor in a timely way the progress of production
  • Start a process of adoption of Industry 4.0 tools to remain competitive

The Solution

We designed and implemented a tailor-made app based on SAP Fiori that enables to:

  • Collect information on production (time, quantities, rejected quantities, machine stops) in the department
  • Report machine stoppages and enter the probable cause
  • Speed up the collection of information on site
  • Automatically upload information in the ERP, making it available for analysis
  • Allow labels to be printed at the end of the process

The app was made available on tablets located in the production units.

The Benefits

  • Increased empowerment in the production team who is in charge of information collection
  • Real-time knowledge of production progress
  • Accurate data for time, efficiency and cost analysis (production records)
  • Increased effectiveness and efficiency throughout the production process

IndustrY

Manufacturing, Marketing & Adv

Tech & service

SAP ECC, SAP Fiori

Process

Produzione

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Comply with the requirements of GDPR using SAP systems

Comply with the requirements of GDPR using SAP systems

Company Profile

The Need

The company  was facing some challenges related to the GDPR regulation: 
  • Customer data has to be deleted when a consumer requests it (Delete Customer Master Data);
  • Expired master data has to be anonymized and beforehand warnings must be displayed: master data cannot be used if consent has not been renewed;
  • More than 10 year expired sensitive data must be deleted massively (Mass deletion).

The Solution

We designed and introduced the following features within CRM Interaction Center (IC) :

  • The ‘Delete’ button that allows Customer Service to remove sensitive customer data from the master data. Before deleting the algorithm check for the existence of contact documents, orders and complaints that have not been closed in 10 years;
  • The “Anonymisation functionality” displays an error message for each expired master record to prompt renewal of customer consent;
  • The “Mass Deletion functionality” checks there are no open transactions in the last 10 years. The Deletion is then transferred to the ecommerce site and Business Intelligence system. The customer’s web account will no longer be usable.
  • Mandatory privacy management in the consumer data entry.

The Benefits

  • Compliance with GDPR, the legal framework that establishes guidelines for the collection and processing of personal information of individuals within the European Union (EU).
  • Process performance thanks to the use of SAP HANA that processes information, transferring the choices to all systems involved in the CRM, ECC, ecommerce perimeter …

Industry

Manufacturing

Tech & Service

CRM, SAP ECC, SAP HANA

Process

Marketing, Sales, Service

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Mobile quotation and order management

Mobile quotation and order management

Company profile

The Need

To further support sales growth the company needed to harmonise its quotation and sales order process – with the aim of avoiding delays and inaccuracies. 

Quotations and sales order were fragmented processes involving several actors and tools. Only confirmed orders were entered in the CRM.

The Solution

A SAP Fiori-based solution has been designed and implemented. Now distributors: 

  • Create mobile offers and save them in SAP CRM
  • Quickly retrieve offers, complete them with details and turn them into orders 

The solution has quickly become the main working instrument of distributors and it’s available on the following devices: PC, tablet and mobile phone. 

The Benefits

 

  • Alignment of tools and methodologies used by the sales network
  • Reduced preparation time for commercial offers
  • Increased quote-to-order ratio 
  • Stardardization of prices and commercial conditions
  • Increase in the perceived level of service and overall customer satisfaction

Industry

Manufacturing, Marketing & Adv

Tech & service

CRM, SAP ECC, SAP ECC, SAP Fiori

Process

Sales

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