Automate inbound contact acquisition with SAP CRM

Automate inbound contact acquisition with SAP CRM

Company Profile

The Need

The company wanted to make the process of acquiring inbound contacts faster and more accurate, especially accounts who contacted customer service by email or registered on the company portal via contact forms.

The Solution

We implemented a customised function within SAP CRM. It allows to:
  • Create new customer accounts using the signature at the bottom of emails
  • Confirm the registration of potential customers on the site
  • Manually enter missing information
  • Create customer accounts using the data from the profiles registered on the site.

The Benefits

 

  • Faster and more accurate registration of new accounts
  • Greater efficiency in engagement activities.

Industry

Manufacturing

Tech & Service

SAP CRM

Process

Sales

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Sales Forecasting with SAP Sales Cloud

Previsioni di vendita SAP Sales Cloud

Sales Forecasting with SAP Sales Cloud

Profilo Azienda

Situazione

Il cliente, una realtà internazionale con filiali produttive a ciclo continuo, ha deciso di utilizzare il CRM per fornire uno strumento per supportare le previsioni di vendita e supportare con dati aggiornati la programmazione della produzione.

Azioni

È stata implementata una vista personalizzata all’interno di SAP Sales Cloud che permette ai commerciali di:

• Visualizzare tutte le possibili produzioni su una griglia interattiva

• Editare la griglia inserendo i quantitativi di produzione previsti

• Visualizzare le previsioni nella propria dashboard in Home

• Condividere le proprie previsioni con il Key Account Manager

• Permettere al Key Account Manager di confermare o modificare le previsioni

• Fornire le previsioni aggiornate agli addetti alla programmazione della produzione.

IMPATTI E KPI

I benefici dell’utilizzo di questa soluzione sono:

  • Diminuzione del numero di email interne all’organizzazione
  • Allineamento strumenti e metodologie utilizzate della rete commerciale
  • Aumentata efficacia ed efficienza commerciale
  • Maggior coordinamento tra vendite e produzione
  • Riduzione del time to-market e dello stock di materia.

Settore Industriale

Metallurgico

Servizi e Tech

CRM, SAP Sales Cloud

Processo

Sales

B2B Customer 360 view

B2B Customer 360 view

Company profile

The Need

The company boasts continuous cycle production plants around the world. Faced with the new challenges posed by an increasingly competitive and international market, the company board chose to provide a 360-degree view of the B2B customer to its sales force. This decision was aimed at taking advantage of market knowledge and at the same time laying the foundations for the group’s data driven future.

The Solution

We tailored a SAP Sales Cloud solution and created a customized “Customer 360°” view to completely satisfy the information and operational needs expressed by sales. Through this view, it is possible to:

  • Obtain a positive or negative evaluation of the budget/shipping ratio
  • Know the prices usually charged to a specific customer
  • Check past due items and monitor customer exposure
  • Compare month-to-month volumes for a given customer
  • Introduce discrete customer satisfaction ratings
  • Visualize on the graph the customer satisfaction based on the introduced evaluations
  • Have memory of visits made, reports collected and e-mail exchanges that have taken place
  • Know the managers and contact persons for each customer.
The solution is highly integrated with the group’s legacy systems. For reporting activities it relies on SAP BusinessObjects, while lists and master data are taken from the ECC management system. The solution is available on the cloud.

The Benefits

 
  • Reduction of 30% in daily sales operation time
  • Reduction of email exchange between sales, production planning and administration by 20%
  • Increased effectiveness and efficiency in the sales process
  • Monitoring of profitability, satisfaction and exposure 
  • Increased effectiveness in the proposal to the customer with consequent reduction of churn and increase in profit margins
  • Gain insight into customer opinion on products and interactions with the company

Industry

Machinery & Components

Tech & Service

SAP BO, SAP ECC, SAP Sales Cloud

Process

Sales

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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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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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Transform sales & marketing with SAP Sales Cloud

Transform sales & marketing with SAP Sales Cloud

Company Profile

The Need

The company needed to revamp front-end processes to increase its competitiveness in traditional markets and to support new market developments. It needed to: 

  • Translate process information into concrete decisions and actions
  • Reduce the proliferation of solutions and databases and build a single, structured marketing database
  • Replace the current on premise CRM, which was not available on mobile devices. 

The Solution

The company needed more structured and analysable data to manage commercial opportunities and support innovative business development. Therefore, a SAP Sales Cloud solution was designed and implemented that allows to:

  • Collect information in a single marketing/sales database

  • Speed up the sales process thanks to the subdivision of customers by phases: Initiatives, Opportunities, Sales Offers and Sales Orders

  • View all campaigns and contacts to a customer

  • Synchronise contacts, appointments and visits through Outlook integration

  • Manage in-app email campaigns

  • View information in the office and on the move via the app

  • Monitor relevant KPIs and generate reports

  • Receive personalised notifications

  • Manage business collaboration processes with SAP JAM

The solution has been made available for computers and tablets (Sales Cloud app).

The Benefits

The benefits of using this solution are:

  • Increased effectiveness and efficiency in the marketing/sales process
  • Acceptance and use of the new system by the sales force
  • Monitoring of profitability and customer potential
  • Increased effectiveness in customer proposition
  • Increased level of perceived service and customer satisfaction

Industry

Machinery & Components

Tech & Service

CRM, SAP C4C, SAP C4C, SAP C4C

Process

Marketing, Sales

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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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Digitalisation of production datasheets

Digitalisation of production datasheets

Company profile

Multinational Company specialized in the development and production of writing instruments for promotional purposes. 

THE NEED

A long and successful manufacturing history can lead to a challenge in monitoring and handling efficient versioning of production datasheets. Non consistent versions resulted in lenghty and inefficient processes. In particular, production datasheets were created in pdf format by sales employees and modified by no-sales colleagues. Several versions of the same order  were created and printed, sometimes production workers wondered which paper sheet was the most up-to-date.

the solution

A single mobile solution based on SAP Fiori has enabled our customer to solve the problem. Today:

  • the sales department can Create interactive digital sheets
  • the production department can manage datasheets on the move, while in production.
  • Information and updates are instant, accessible, ubiquitous

 Past paper sheets have been digitized and indexed, so employees can easily recreate repeated orders.

the benefits

Operational benefits

  • Time savings in datasheets generation and update
  • Increases in effectiveness and efficiency
  • Reduction of credit notes due to incorrect manufacturing
  • Paperwork reduction 

Commercial benefits

  • Best in class firm response to new quotation
  • Increase in perceived service level and overall customer satisfaction
  • Reduction in complaints

Industry

Consumer Goods

Tech & service

Estilos APP

Process

Produzione, Sales

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