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.

1. TM
SAP® CRM Success Story @ YASH
SAP CRM Increased Productivity of 100 Person
Sales Force with Real-time Views of Customer Information
Industry The Client
Manufacturing 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 of
Geography the world.
US

2. Lack of Integration Diminished Customer Service Levels
Global companies like Chemtura depend on excellent customer service to thrive in a challenging business climate. Chemtura
was 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 call
or interaction. However, because these were manually created in MS Word, Text or Notepad and non-centralized, it
decreased 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 separate
documents. 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 the
enterprise. However, they wanted to replace their current custom-built marketing and sales system with SAP's specialized
and centralized Customer Relationship Management (CRM) platform, as it would facilitate superior interactions and
experiences across all channels and employ a much needed comprehensive, real-time view of all customer information across
their global business network.
As an existing strategic partner for Chemtura, YASH Technologies was selected for this implementation. YASH's previous
history of successes and strengths in CRM implementations would ensure that this CRM implementation would maximize the
return on their IT investment.
YASH Leveraged CRM Best Practices to Improve Marketing and Sales Efficiency
In order to mitigate risk and complexity, YASH assessed the project plan with workshops for blueprinting, and evaluated
options with alignment to their business needs of three major divisions: Crop Protection, Specialty Chemicals, and Consumer
Business. Since Chemtura used SAP ECC 6.0 to support their global sales process, 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, YASH successfully integrated the following CRM
solutions 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. “Our CRM solution provides The complete integration and alignment of CRM unified and simplified customer-facing
real value as we were able processes. Sales and customer service representatives would now begin their day by
to enhance service levels, accessing the CRM web application, which would detail their daily tasks and follow-up
while cutting costs and activities. Because the entire sales cycle, from prospect to lead to customer, was
errors. captured in the CRM system, representatives had instant access to all of the information
In order to drive revenue, they needed to provide the best customer service. Company communication was
we had to find a solution improved by Outlook/CRM integration, no matter if working offline or within the
that would enable us to Chemtura network.
create the best customer By adopting and utilizing CRM Best Practices throughout the implementation, YASH
experience during provided a highly optimized solution to help Chemtura attract and satisfy customers,
interactions. comprehensively align CRM processes to customer needs, and continuously improve
This solution allows us to business performance. By utilizing CRM Best Practices, YASH was able to complete this
do 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, to
approach.”
Chemtura's global personnel to acquire skills and obtain knowledge that would help
—CIO, optimize the CRM solutions.
Chemtura Corporation
Chemtura's 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, Chemtura's 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. About YASH Technologies
YASH Technologies focuses on customer success. As a leading technology services and outsourcing partner
for medium and large global customers, we leverage technology and our flexible delivery models to drive
performance and business value throughout a customer’s enterprise. YASH’s comprehensive service
approach incorporates a holistic view of our customers that extends beyond delivery. This approach
integrates enterprise solutions and services, proprietary best practice offerings, strategic application and
maintenance outsourcing, as well as consulting and integration services. YASH is a SEI CMMI (Level 3) and
an ISO 9001:2008 certified company with U.S. and India headquarters and regional sales and development
offices 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
TM
YASH Technologies w w w. y a s h . c o m / c o n t a c t u s
SAP-CRM-Chem42-0311
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