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SAP CRM
Capability
Today, most businesses realize the vital role that CRM systems play in ensuring winning relationships with
customers, lowering operating costs, increasing revenues and maximizing productivity. ITC Infotech becomes
the right IT partner by helping customers implement and integrate SAP CRM systems into their IT and business
contexts, offering continuous support to keep their SAP CRM systems in line with evolving business needs.
SAP's CRM solution supports the following key functional areas:
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SAP CRM Sales
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SAP CRM Marketing
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SAP CRM Service
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SAP CRM Analysis
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SAP CRM Interaction Center
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SAP CRM Web Channel (which includes E-Commerce, E-Marketing and E-Service)
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SAP CRM Partner Channel Management
The productivity gains of SAP CRM work along a differentiated value chain. SAP CRM can reduce a wide range
of lead times by 15% to 20%.
These include the time needed to access customer information, the time the external sales force and officebased personnel need to analyze customer data, and processing times in the interaction center (IC).
The other key time savings are as follows:
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Time to market reduced by almost 10%,
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Time to volume accelerated by approximately 25% in many campaigns supported by SAP CRM.
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Time to delivery reduced by over 20% through faster and more efficient order processing.
The revenue-increasing effects confirmed in this study are classics, including greater customer retention (by
approximately 20%), increased lead generation (by approximately 30%), and higher quantities in the main
business area (by approximately 5%).
And with an integrated SAP ERP, companies are particularly well placed to secure additional savings beyond
the CRM functional area, such as significant reductions in warehouse stock or in the inventory of receivables.
No other information is of more value to a company than information about its customers so it follows that
supporting ways of providing and managing this information more effectively can only lead to greater
profitability!
CRM Offerings
ITC Infotech has implemented SAP CRM for Thomson. The ultimate goal of the SAP CRM system and process
were to reduce cycle time, improve quality of data gathering and handling, and improve the ability to capture
and serve the voice of the customer contributing to the maximization of organic growth.
The SAP CRM system implemented tackled the following key business process challenges:
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Prospect identification
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Sales process and channels
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Prospect creation and maintenance
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Conversion of sales opportunities into completed orders
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Order fulfillment and delivery
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Problem resolution and customer service
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Contact management
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Pre-sales and post-sales client communications
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Enablement of our Customer Relationship Management Strategy now and tomorrow
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Business intelligence and reporting
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New product and business development (Campaign Management)