Mondi: Customer Reference Video

Mondi is a leading international paper and packaging group. See how the company is using SAP solutions to improve knowledge sharing, enhance customer communication, and retain customer data.

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  • http://www.sap.com/demos/mmov/videos/managing-customer-data-more-easily-mondi-packaging-hotz-07-ctv-01.mp4
    • Mondi Packaging is a paper and packaging group. We are delivering packaging solutions in different industry sectors from corrugated to bag business to paper producing. The main business driver to look for a CRM solution was that our external sales people, the external sales force, has hardly any access to the ERP data. So the R/3 system is used by the back office so our traveling salesmen, they had the need of information that they could not meet with SAP R/3 data. So we decided to go for CRM solution to make first of all this data available for the external sales people. And second, in addition to the R/3 data, to manage customers and manage customer information centrally. Those were the two main drivers of the implementation. The benefits we expect and we also can see them already is that our external sales people, our traveling sales force, has more information at their fingertips. They can talk more on a fact-based background with the customer. They can read off their paperwork of their personal files that each of them is used to having. So we go more to a fact-based discussion with the customer and that's the benefit that we went for. In addition to a knowledge sharing between the sales force so that an issue that affects one customer can most likely affect another one as well. So to share this information to get broader information sharing is our, was one of our main drivers and this benefit already pays off. By implementing this mobile sales solution we made information that was in the R/3 system available all the time. We made it available to a much bigger group of users. Users that before this only got access to this data via printouts, via Excel downloads, all this stuff of workarounds. Now they have it in a structured way, in a complete way, and they have it real time at their laptops remotely accessible and this is the real added value of it. The use of the CRM system, at the customer side, enables the external sales force to not only talk about prices and volumes, but also about contribution margins, about stock levels, about all this information that makes customer management possible. And there we expect a better communication, an open communication with the customer and maybe changes in customer behavior that's for the benefit of both of us, for the customer and for Mondi Packaging Bag. Right now we have a problem in information sharing and information retaining, especially if employees are changing, leaving the company. With using CRM Mobile Sales, we expect to have the customer data and all relevant communication data in a structured and central way that makes takeover of the customer by another employee easier and secures the information and makes the complete picture of the customer available to the next employee.
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Company Profile

  • NameMondi Packaging Bag Division GmbH
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