The Best-Run Businesses Run SAP

"Automated workflow features also enable us to increase productivity without having to hire new people, and SAP CRM helps us deliver personalised service to our retailers. The result is profitable business interactions..."

Hans Ruprecht
Sales Director and Head of Customer
Service for Area Central
adidas-Salomon, Germany

SAP CRM helps organisations set up an interaction that serves as a strategic delivery channel for service, sales, and marketing efforts to maximise customer loyalty, reduce costs, and boost revenue. Organisations can give agents the tools to seamlessly handle inbound or outbound transactions and can give managers role-based access to SAP or third-party administration, maintenance, and reporting analytics to ensure the interaction operates efficiently.

SAP CRM enables key business processes, including:

Marketing

Seamlessly coordinate all interaction efforts, including call lists, agent scripts, promotions, and additional channels, and coordinate them with broader marketing activities to ensure a focus on qualified prospects.
Provide agents with all the information they need to deliver relevant information to prospects.

Sales

Help agents drive more qualified leads into the pipeline, capitalise on cross-selling and up-selling opportunities, and process quotes, contracts, orders and status information.

Customer service

Enable interaction agents to handle large volumes of incoming e-mail in a direct or automated fashion, as well as communicate by phone or chat sessions.
Allow agents to research and diagnose problems, handle complaints, confirm contract entitlements, address customer concerns, assist with returned materials, answer technical questions, make exchanges, and even schedule field services.

Shared service

Deploy company-wide HR help desks that streamline employee access to information and enable HR professionals to provide consistent, personalised services.
Implement IT service desks to carry out IT Infrastructure Library (ITIL) compliant incidents, service requests, problems, changes, and knowledge management.
Run an accounting interaction to provide a help desk for financial accounting related issues.

Interaction operations and administration

Manage a multichannel interaction with a role-based interface that enforces business rules and arms agents with scripts, alerts and messages, and knowledge management features, which speeds customer service.
Give managers powerful tools for administering the interaction .

Multichannel communication
Integrate multichannel communications solutions, including SAP Business Communications Management and third-party solutions, with your interaction . These support both inbound and outbound interactions via voice, text messaging, Web contacts, and e-mail.
Interaction analytics

Measure, predict, plan, and optimise your interaction centers by analysing customer interactions, business processes, and market opportunities, and apply the knowledge gained to improve your customer-focused operations.

In addition, SAP solutions and applications support a wide range of business processes related to the customer relationship management, including category management, multichannel retailing, price management, price optimisation, and sales order management.

Want to learn more? Contact us or call the SAP sales office nearest you.

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