YASH Leveraged CRM Best Practices To Improve Marketing And Sales Efficiency


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YASH implemented the SAP CRM Sales and Service module to improve customer service levels and efficiency of marketing and sales. With a primary focus on CRM Master Data for customers, prospects, competitors, contacts, and business partners.The complete integration and alignment of CRM unified and simplified customer-facing processes.

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YASH Leveraged CRM Best Practices To Improve Marketing And Sales Efficiency

  1. 1. TM SAP® CRM Success Story @ YASH SAP CRM Increased Productivity of 100 Person Sales Force with Real-time Views of Customer InformationIndustry The ClientManufacturing Chemtura is the fourth-largest publicly traded specialty chemical company in the United States, with revenues of $4 billion. They have more than 6,500 employees in research, manufacturing, sales, and administrative facilities in every major market ofGeography the world.US
  2. 2. Lack of Integration Diminished Customer Service LevelsGlobal companies like Chemtura depend on excellent customer service to thrive in a challenging business climate. Chemturawas utilizing two different and disparate systems for collecting and managing customer data and service records.Additionally, Chemtura housed a significant amount of company documents and forms that were used during a customer callor interaction. However, because these were manually created in MS Word, Text or Notepad and non-centralized, itdecreased productivity with redundancies and errors. When a customer called into the company regarding an order or issue,it took too much time for the customer service representative to locate the pertinent information in all of the separatedocuments. Additionally, there was not an online system available to track invoicing issues.Chemtura was an existing and satisfied user of SAP ERP ECC 6.0, which streamlined business processes throughout theenterprise. However, they wanted to replace their current custom-built marketing and sales system with SAPs specializedand centralized Customer Relationship Management (CRM) platform, as it would facilitate superior interactions andexperiences across all channels and employ a much needed comprehensive, real-time view of all customer information acrosstheir global business network.As an existing strategic partner for Chemtura, YASH Technologies was selected for this implementation. YASHs previoushistory of successes and strengths in CRM implementations would ensure that this CRM implementation would maximize thereturn on their IT investment.YASH Leveraged CRM Best Practices to Improve Marketing and Sales EfficiencyIn order to mitigate risk and complexity, YASH assessed the project plan with workshops for blueprinting, and evaluatedoptions with alignment to their business needs of three major divisions: Crop Protection, Specialty Chemicals, and ConsumerBusiness. Since Chemtura used SAP ECC 6.0 to support their global sales process, YASH implemented the SAP CRM Sales andService module to improve customer service levels and efficiency of marketing and sales. With a primary focus on CRM MasterData for customers, prospects, competitors, contacts, and business partners, YASH successfully integrated the following CRMsolutions into nine different Chemtura systems: • Account and Contact Management • Sales and Territory Management • Activity Management • Lead Management • Opportunity and Risk Management, with alert mail functionality • Sales Order Management (Display Only) • Outlook Integration • Implementation of Adobe forms • WebUI (6.0) customizations • Middleware for data replication between SAP ECC and CRM
  3. 3. “Our CRM solution provides The complete integration and alignment of CRM unified and simplified customer-facingreal value as we were able processes. Sales and customer service representatives would now begin their day byto enhance service levels, accessing the CRM web application, which would detail their daily tasks and follow-upwhile cutting costs and activities. Because the entire sales cycle, from prospect to lead to customer, waserrors. captured in the CRM system, representatives had instant access to all of the informationIn order to drive revenue, they needed to provide the best customer service. Company communication waswe had to find a solution improved by Outlook/CRM integration, no matter if working offline or within thethat would enable us to Chemtura network.create the best customer By adopting and utilizing CRM Best Practices throughout the implementation, YASHexperience during provided a highly optimized solution to help Chemtura attract and satisfy customers,interactions. comprehensively align CRM processes to customer needs, and continuously improveThis solution allows us to business performance. By utilizing CRM Best Practices, YASH was able to complete thisdo just that with a very complicated implementation in less than six months.complete closed loop CRM YASH also provided targeted training, with leading tools and methodologies, toapproach.” Chemturas global personnel to acquire skills and obtain knowledge that would help —CIO, optimize the CRM solutions. Chemtura Corporation Chemturas Sales Force Benefitted From 200 Additional Customer Conversations Each Month The successful and groundbreaking CRM implementation significantly improved the effectiveness of its 100 person sales force. They were able to gain 200 additional customer conversations each month, and three more hours of productivity each week, which allowed Chemtura to shorten their sales cycle time and increase the close rate. With complete customer insight and visibility, Chemturas customer service agents were able to see the entire interaction and payment history of a particular customer. Additional customer service benefits realized from CRM included: • Resolved issues faster, ensured consistency and convenience, and boosted customer satisfaction • Enabled better decision-making for the management teams with instant access to customer and product data • Provided the ability to optimize customer experiences and adapt their business processes quickly to respond to changing market conditions and customer demands • Improved customer loyalty with faster launch of new initiatives to drive growth and realize a high return-on investment
  4. 4. About YASH TechnologiesYASH Technologies focuses on customer success. As a leading technology services and outsourcing partnerfor medium and large global customers, we leverage technology and our flexible delivery models to driveperformance and business value throughout a customer’s enterprise. YASH’s comprehensive serviceapproach incorporates a holistic view of our customers that extends beyond delivery. This approachintegrates enterprise solutions and services, proprietary best practice offerings, strategic application andmaintenance outsourcing, as well as consulting and integration services. YASH is a SEI CMMI (Level 3) andan ISO 9001:2008 certified company with U.S. and India headquarters and regional sales and developmentoffices spread across three continents. YASH is also part of a select group of companies that are SAP-certified global providers of application management services.For more information, visit www.yash.com/sap or email sap@yash.com TMYASH Technologies w w w. y a s h . c o m / c o n t a c t u s SAP-CRM-Chem42-0311Global Presence - USA | EU | MEA | APAC • California | Illinois | Massachusetts | Missouri | New YorkTexas | London | Germany | Bahrain | Hongkong | Singapore • Hyderabad | Pune | Mumbai | Bangalore | IndoreWorld HQ: 605-17th Avenue East Moline IL 61244 USA | Toll Free: 877-766-8934 | Tel: 309-755-0433 | Fax: 309-796-1242EU: The Mille-II Floor 1000-Great West Road Brentford London TW89HH UK | Tel: 44-20-8261-4408 | Fax: 44-20-8261-4418India: 201-205 Bansi Trade Center 581/5 MG Road Indore MP 452001 India | Tel: 91-731-426-1100 | Fax: 91-731-426-1234 © 2010-2011 YASH Technologies. All rights reserved. Referred products/ services may be registered trademarks of belonging companies.