Help a Global leader in manufacturing of safety products to revitalize its CRM processes operating on multiple legacy systems in order to achieve high customer satisfaction.

1. Objective
Help a Global leader in manufacturing of safety products to revitalize its
CRM processes operating on multiple legacy systems in order to achieve
high customer satisfaction.
Results
The integrated SAP CRM solution helped the company in having a single
unified system for prospect and customer information including Service
tickets, Complaints, Leads, Sales pipeline, Special pricing, and Quotations.
It enabled quicker response times to customers and faster and consistent
issue resolution. It increased sales effectiveness and provided additional
agility in sales operations, due to readily available relevant prospect,
customer, and channel partner information. It also laid the foundation for
sales and services analytics in which the company can use data insights to
better understand the bottlenecks, identify up-selling and cross-selling
opportunities, and improve channel effectiveness. The new system will
enable the company to achieve a 360-degree vision of global customer
management operations.
Solutions Implemented
The client collaborated with Accrete Solutions to develop a CRM roadmap,
identify quick wins and areas for improvement, and implement integrated
solutions on SAP CRM, ECC and BW systems in incremental phases to
achieve a quicker ROI. The client leveraged Accrete Solutions’ industry
knowledge, CRM best practices, and SAP CRM expertise to streamline their
sales and service business processes resulting in a single integrated CRM
system. Accrete Solutions executed successful migration of CRM processes
and data from their legacy systems to the integrated SAP (CRM, ECC, and
BW) system.
Company Profile
A Global leader in the manufacturing of safety products provides a
complete product range used by workers around the world in multiple
industries.
Business Challenge
A global CRM initiative was launched to improve customer satisfaction for
its customers by improving poor response times, capturing accurate
customer information and ensuring consistent follow through at all
customer touch points. However, most of its customer management
processes were running on departmental legacy systems & databases,
which were working in silos with no sharing of information. Lack of
integration with SAP and limited analytical capabilities resulted in delays,
inaccurate information dissemination, and customer dissatisfaction.
Project Highlights
• CRM Strategy and Roadmap
• Single source of truth for Customer Information
• Service Request Management
• Complaint Management
• Pipeline Performance Management
• Quotation and Special Pricing Management
• Customer Life Cycle Design and Clean-up
• Sales & Service Process Improvements
• Channel Sales Analytics and Operational reporting
• Marketo Integration with SAP CRM for Campaigns and
Leads
• SAP CRM Integration with SAP ECC & BW
Business Case
Improve Customer Satisfaction and Loyalty for a Leading Global
Manufacturer of Safety Products
For all enquiries please contact at : corp@accretesol.com , Tel : +1(877)-849-5838
Visit us at : www.accrete-solutions.com
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