Automated workflow features also enable us to increase productivity without having to hire new people, and SAP CRM helps us deliver personalized 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 organizations set up an interaction center that serves as a strategic delivery channel for service, sales, and marketing efforts to maximize customer loyalty, reduce costs, and boost revenue. Organizations 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 center operates efficiently.

SAP CRM enables key business processes, including:

• Telemarketing
• Seamlessly coordinate all interaction center 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.
• Telesales
• Help agents drive more qualified leads into the pipeline, capitalize on cross-selling and up-selling opportunities, and process orders and status information.
• Customer service within the interaction center
• Enable interaction center 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.
• HR and IT help desk management
• Deploy company-wide HR help desks that streamline employee access to information and enable HR professionals to provide consistent, personalized services.
• Implement IT help desks that use the IT Infrastructure Library (ITIL) approach to help resolve issues.
• Interaction center operations and administration
• Manage a multichannel interaction center 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 center.
• Multichannel communication
  • Integrate multichannel communications solutions, including SAP Business Communications Management and third-party solutions, with your interaction center. These support both inbound and outbound interactions via voice, text messaging, Web contacts, and e-mail.
• Interaction center analytics
• Measure, predict, plan, and optimize your interaction centers by analyzing customer interactions, business processes, and market opportunities, and apply the knowledge gained to improve your customer-focused operations.