Never has the pressure to provide superior customer service first time, every time, been as immense. Multi-channel communications capabilities, viral marketing, and growing customer expectations are fundamentally changing the service imperative. At the same time, new technologies are emerging to help companies leverage these changes to their advantage.

Watch the Webcast

Watch this Webcast to learn how SAP Business Communications Management software can help transform service from a cost center to a profit center.

In this Webcast, you'll:

• Discover why flexibility is essential in this new world of customer service, as problems become opportunities to up-sell and cross-sell
• Learn how SAP Business Communications Management software integrates communications capabilities with customer-facing business processes to provide a 360-degree customer view
• Hear from a specialist in business communications management (BCM) solution implementation, an SAP expert, and an SAP customer whose company is reaping the benefits of its new CRM interaction center and advanced telephony. They'll discuss successful BCM as an investment in both technology and business value leadership.

Topics

Business Communications Management: The Paradigm Shift

Why is customer service undergoing a paradigm shift? What are the metrics that can track a company's performance in this new customer service landscape? What are the best practices and next steps necessary to provide more differentiated customer service?

Managing Director and VP Sales, ecenta America Inc.

Amit has more than 10 years of CRM experience, both functional and technical. Before joining ecenta 2006, Amit spent several years at SAP in a variety of roles from Solution Architect for SAP CRM Mobile Service to Senior Consultant in the Interaction Center space for SAP Consulting. Over the years Amit has implemented several Interaction Center solutions from SAP CRM with integration to a variety of telephony solutions. He brings to the table the experience gathered from all these implementations and a good understanding of the trends in the Interaction Center space. Amit Venugopal, Managing Director of ecenta, United States, explores these questions and tracks BCM trends.

Business Communications Management at Eastman Chemical


Sr. System Associate, Eastman Chemical Co.

Craig Niermann is the Program Manager for the Customer Value Creation corporate initiative at Eastman Chemical Company. He is responsible for managing the delivery of a number of IT application solutions in support of Eastman’s customer growth strategies. His project team recently completed a successful implementation of SAP CRM 5.2 Interaction Center (IC) using Business Communication Manager (BCM). Craig brings over 16 years of experience in deploying SAP solutions and managing a variety of SAP application development teams.
He received his B.S. in Computer Science from Southern Illinois University, Carbondale. Craig Niermann, Program Manager of Customer Value Creation at Eastman Chemical, details his company's BCM journey from business challenges and pain points, to SAP solution implementation, to short-term and long-term benefits. Eastman presents a nontraditional call-center model and further proves that the ability to effectively manage the customer experience is crucial for all businesses, no matter their niche across the spectrum of products and services.

Business Communications Management with SAP


Director of Business Development, SAP

Tony Fassette is the Director of Business Development for BCM in the Americas. He brings over 12 years Customer Relationship Management and contact center experience to his current role where he is responsible for BCM growth strategies. Prior to joining SAP, Tony designed, developed and delivered over 15 successful CRM implementations, many of which required computer telephony integration.

He received his B.S.B.A in Computer Information Science from Northern Arizona University. Tony Fassette, Director of Business Development for BCM, SAP Americas, explains the differentiating value of SAP's BCM software. Advantages include providing software-based telephony that increases flexibility, adaptability, and first-call resolution; enabling "virtual" call centers anywhere in the world; and leveraging corporate knowledge throughout the organization to make it readily accessible to customers.