The document summarizes UCS Solutions' journey to implement SAP CRM to replace their outdated customer contact center system. Their previous system had technical limitations and could not keep up with changing customer requirements. SAP CRM was selected as it provided standard out-of-the-box functionality, best-in-class service management features, and integration with their SAP solutions. The implementation utilized SAP's rapid deployment suite and went live within 3 months, providing a foundation to improve service delivery and enhance customer satisfaction.

1. The UCS Solutions Journey to
Implement SAP CRM
CCMG Presentation
November 2012

2. Agenda
• UCS Solutions Overview
• The Need for Change
• Key Benefits
• Our Customer Base

3. UCS Solutions Overview
• UCS Solutions was established in 1998 (Affinity Logic)
• IT Services business focussed on the Retail Industry
• In September 2003 UCS Solutions was acquired by the UCS Group
• In May 2011 Business Connexion acquired a 70% stake in UCS
Solutions (management holds the remaining 30%) and created
the largest listed IT services business in Africa.
• UCS Solutions have offices in Johannesburg, Cape Town, and
Dubai and clients in South Africa, Dubai, Egypt, UK, Tanzania.

4. Our relationships with our clients
are guided by …
• Being passionate about service quality and ensuring that we meet
our promises
• Offering practical innovations
• Investing to earn our clients trust and
respect
• Developing a strong track record to
achieve better results
• Selecting the right partner to support our clients needs

6. UCS Solutions Business Overview
>> Application Services
UCS Solutions Client Engagement &Support Teams Unlocking business return for clients from their
investments in SAP by designing, enhancing and
running their systems landscape and supporting key
Application Business Infrastructure Service optimisation initiatives.
Services Solutions Services Management
>> Business Solutions
Supply Chain Specialist retail supply chain, merchandise and
SAP Consulting Planning and Integrated Service
Services Inventory
Cloud Services
Management
store
Optimisation expertise focussed on process and system
optimisation
Customer Contact
runSAP Services Customer Insights Strategic Sourcing Specialist Retail Learning capabilities designed to
Centre
maximise investments in systems and people.
SAP Retail
Store and
Multichannel
End User Support >> Infrastructure Services
Flexible, innovative and dynamic hosted
Enterprise IT services for business critical systems.
SAP Analytics Retail Academy OGRC & DR
>> Service Management
Proactive management of multiple service
providers
SAP/Sybase Strategy
Mobile Solutions Realisation
Networks underpinned by our dedicated customer contact
centre.

7. IT Service Management
• Ensure that all service providers are being managed in a
consistent manner, to provide a seamlessly integrated service
• Delivering consistent, sustainable service
• Responsible for tracking, management and escalation of all IT
related issues for the client
• Client Service Management is a service designed to
enhance, integrate and optimise client IT services
• Key to supporting this service is our Customer
Contact Centre

8. The Customer Contact Centre
• The single point of contact for the logging,
tracking, escalation, resolution and
closure of problems and requests
• Manages calls that require resolution by both internal UCS Service
Divisions and 3rd Parties
• Has been designed
– To ensure flexibility in order to meet growth requirements of any
service
– To increase first call resolution and customer satisfaction
– To measure the delivery of service from all service providers on a
common basis
• We have approximately 30 consultants and take over 20,000 calls
per month, predominantly for retail clients

9. We focus on…
• Providing a consistent, reliable and
trustworthy service to our customers
• Reviewing call quality on an ongoing basis
and improving our staff understanding of
client processes and also soft skills when
dealing with customers
• Deploying an experienced CCC management structure to ensure
agent productivity, training and development and ongoing
technology enhancements
• Providing a stable, adaptable technology platform with accurate
reporting and reliable email and SMS escalation service

10. The Need for Change
• Technical Limitations
• Changing Customer Requirements
• Additional Business Requirements

11. Technical Limitations
• Outdated call logging system
– No supplier support
– No upgrade path
• Limited skilled resources available for support
– Speed to resolve issues negatively impacts customer service
• Significant modifications, integrations and customisations
– Limitations in terms of customer growth; scalability a risk
– Modifications are no longer sustainable; failure would have a
significant negative business impact

12. Changing Customer Requirements
The system was designed some time ago and was no longer able to
keep up with new customer expectations namely:
• Ability to log calls via the web and
mobile connectivity
• Workflow-driven service delivery
capabilities
• “Self help”
• Dashboard reporting
• ITIL Compliance

13. Changing Customer Requirements
The system was designed some time ago and was no longer able to
keep up with new customer expectations namely:
• Improved call resolution due to integrated Knowledge
Base, Known Errors and Problem Management
• Greater flexibility around SLA management

14. Additional Business Requirements
• Better problem and release management functionality
• Improved change management processes and control
• Workflow-driven service delivery capabilities
• Integration into single / multiple CMDB’s
• Integration into time recording system

15. New System Requirements
• Standard out of the box functionality
– Minimal modification
– Clear up-grade paths
• Incident, change and problem management
– ITIL compliance
• Extend our current service offering
– log via web, self help, mobile client
• Best practice trends and processes
• Support readily available

16. New System Requirements
• System reliability and scalability – for the business (not just the
CCC)
• Flexibility
– SLA management
– Severity levels
– Customer segmentation
– Resolver segmentation
• Dashboard reports
• Knowledge base of previous known errors and CI relationships

17. Improve Service
Delivery
Enhance Customer
Satisfaction

18. Assessment Process
• Reviewed and assessed a number of products in the market
• IT Service Management Module of SAP CRM was selected
• UCS Solutions certified Rapid Deployment Solution Partner
Services Marketing
Billing/
Account Sales
s
Receivabl
eShip/ Select
Ensure Product/
Fulfillme Quote
nt
Inventor Order/
y/Build Credit
Check

19. Key Benefits

20. Key Benefits of SAP CRM
• CRM system with IT Service
Management features and functions
incorporated
• Best-in-class functionality for
marketing, sales, and service
• Meets our internal business
requirements and the client
requirements
• Interactive dashboards, easily
customizable

21. Key benefits of SAP CRM
• Maturing Service Management Product
– Dedicated to research and development, ensuring the tool always has
the latest trends & best practices included in new releases.
• Intuitive, user-friendly design for quick adoption with minimal
training
• Built-in integration with the ERP functionality in SAP Business All-in-
One
• Attractively priced for midsize companies

22. Additional Business Advantages
Operational Efficiencies
• Integration into SAP time management
• Integration into Solution Manager
– Automated call logging from our SAP customers
– Better control of change management
– SAP support teams have access to a wider “technical” knowledgebase
and common known errors
• Ability to do job costing for service requests

23. Additional Business Advantages
Strategic Advantages
• Repositions the Call Centre for opportunities beyond IT support
• Access to sales, marketing and campaign management
functionality within CRM
• Integration into SAP ERP, resulting in
enhanced customer centricity and views

24. Implementation
• Utilised Rapid Deployment Suite
– First client live in approximately 3 months
• Changes required to accommodate old system enhancements
• Integration to third parties challenging
• Solid foundation on which to build
• On-going improvements and optimisation
• Utilised by many of our retail customers

25. Retail Clients utilising SAP CRM

26. ???
Questions
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