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home shopping network to have all products quality-inspected by a non-partisan group
Home Shopping Europe uses SAP CRM today to help provide the best possible service to its consumers, while delivering critical stock information to drive the business. To further enhance the experience and increase sales opportunities, HSE24 is looking to SAP CRM powered by SAP HANA to provide more insight to adapt offers in real-time.
Home Shopping Europe GmbH (HSE24)
SAP CRM powered by SAP HANA
Optimal IT infrastructure is pivotal to HSE24. Without it, call center agents would not be able to take orders, and the company would lose traction on-air to guide the live business—which is critical, because every second lost means a direct loss in sales.
Why real-time is so important to HSE24
HSE24 was already using SAP CRM to provide customers with best in class service, along with key sales and stock information to the producers who steer the show.
They had basic information such as how many customers were calling in but really wanted more detailed information—asking questions like “What situation is the customer in? What’s the context of their purchases, and what could be learned live from this information so it could all be used to adapt future programs.
Strategy for live cross and up-sales can be customer-focused rather than product-focused.
“What we’ve seen is that we can get a complete picture of the customer in seconds - including data coming from new sources like social media. We can now have more detailed analyses of our sales in real-time, and deliver personalized offerings to the customer while he is calling, for new cross and up-sell opportunities. We want to continue to grow our sales in new countries. Having one real-time platform will be a key success driver for us to conquer the markets in the future.”
After evaluation, HSE24 thinks SAP CRM powered by SAP HANA will give them far more insight about customer reactions, including such details as what a customer expects in their social media environment—thus, allowing HSE24 to adapt the offerings to each customer’s needs, in real-time—whether they are shopping from the computer, on the phone, or through a mobile device.
Key findings in an evaluation with SAP
Regardless of whenever, wherever, and however the customer wants to reach the company, HSE24 wants to give each customer the same experience. And if a customer has a complaint or a service need, HSE24 wants to see it—even via social media. They want to be as proactive as possible towards their customers.
The power of live analytics adds quality and consistency to the customer’s experience.