Client background: An industry equipment manufacturer
Industry: Manufacturing
Products/Services: SAP CRM

Business Challenge

  • Delayed responses to customer issues

  • Improve customer satisfaction

  • Need for a comprehensive CRM including Contract management, in-house repair and field service management

  • Address challenges around customer service and information, field service insights and automation of non-selling field processes

Business Solution

  • Implemented SAP CRM 2007

  • Addressed challenges faced by field service agents

  • Deployed CRM for US & Canada covering modules such as Contract Management, In-house repair, and Field Service Management

  • Harmonised field service processes and connected the value chain

Business Benefits

  • Resolve customer issues quickly with robust service management

  • Empowered technicians to boost customer satisfaction

  • Enabled fast service delivery

  • Promoted proactive service experience & enhanced customer retention

Environment

  • SAP CRM 2007