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
