Oki Data Americas Utilizes SAP Customer Relationship Management (SAP CRM) to Reduce Costs While Improving Customer Service Webcast
OKI Data Americas, Inc., a subsidiary of OKI Data Corporation of Japan, provides world-class printing technology and solutions. The company implemented functionality in the SAP CRM application to optimize call-center operations. With better control of and access to customer master data and warranty records, OKI Data has reduced service costs and improved the efficiency and productivity of its call- center agents.
Why SAP Was Selected
Integration with the existing SAP ERP application
Evaluation as best in market to meet unique business requirements
Superior call-center functionality
Improved efficiency and productivity of call-center agents
Lower average call time
Greater system uptime and faster transaction speed
Jeff Eberhart, Senior Director, SAP CRM Customer Value Network
George Rears, Manager, Systems and Development, Oki Data Americas, Inc
Mike Boudreau, Senior Manager, Customer Support, Oki Data Americas, Inc.
Roberto Kirsten, Vice President, CRM Solutions, Hitachi Consulting