SAP CRM - Customer Relationship Management

'Focusing on Your Customers – and Your Business – with the mySAP CRM'

Business drivers:-

- Deregulated market environment creates new challenges for company to target and attract new customer groups.

- Call Center capabilities are necessary to increase customer convenience through additional interaction channels. 

- Optimized support of the complete sales cycle eases  daily business. Analytical capabilities enable  to optimize the customer relationship to your most attractive customer group. 

- System integration reduces your TCO.

Some of Utility Industry Challenges Addressed by mySAP CRM:

Drive Growth:- Increase revenues by improving customer loyalty, boosting
wallet share, speeding new products to market, and closing more sales. Launch new products faster. Deploy new channels to reach new customers, penetrate underserved segments, and enter new markets. Help your sales teams focus on strategic tasks as you increase win rates and
convert more leads into sales.

Maintain Operational Excellence:- Improve efficiency and effectiveness by streamlining endto-
end business processes, enhancing service levels, and cutting costs and errors. Shorten cycle times, increase order accuracy, reduce the volume of customer calls, decrease billing disputes, and lower inventory costs with better order-to-cash processes. You can resolve issues faster and boost customer satisfaction with low-cost interaction channels such as Web-based self-service and online order management.

Enhance Competitive Agility:-  Respond faster to change, optimize customer experiences,
and differentiate your company from competitors with innovation. Adapt your business processes quickly to respond to changing market conditions and customer demands. Launch new initiatives rapidly to speed time to market. Align your channels with your customers’ interaction needs
and preferences to ensure consistency and convenience across all customer touch points. With complete customer insight, you can drive innovation that differentiates your products and services.

Running an interaction center :– Maximize customer loyalty, cut costs, and boost revenue by transforming your interaction center into a strategic delivery channel for marketing, sales,
and service efforts across all touch points. Effectively handle activities such as telemarketing, telesales, customer service, human resources, IT support, and interaction center management.

Web channel enablement: – Increase sales and reduce transaction costs by turning the Internet into a valuable sales, marketing, and service channel for businesses and consumers. Increase profitability and reach new markets with a fully integrated Web channel, including support for e-marketing, e-commerce, e-service, and Web channel analytics. Deploy these features directly with the SAP
ERP application or with SAP CRM as a fully integrated customer channel.

Business communications management:– Manage inbound and outbound contacts across multiple locations and channels. Integrate multichannel communications with customer-facing business
processes to provide customers and partners with seamless, consistent experiences across all channels, including voice, text messaging, the Web, and e-mail.

Real-time offer management: – Turn all customer interactions into opportunities to build customer relationships and generate revenue. Plan, develop, and execute cross-selling, up-selling, and retention offers; service-level agreements; and more. Take appropriate subsequent actions to enhance customer
relationships and ensure relevant and personalized customer interactions.

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