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Accelerated marketing processes with increased visibility and control, for leading supplier of integrated circuits

Accelerated marketing processes with increased visibility and control, for leading supplier of integrated circuits

Client

  • Our client is a global supplier of integrated circuits with manufacturing facilities in the United States, Europe, Japan, and Asia and operations spread across 47 countries, with revenues of $ 6 Billion+
  • World’s second-largest largest supplier of micro-processors
 

Situation

  • To Improve Customer Service by providing service and support for all products at all times through different communication mediums including e-mail, Web, telephony, fax, and letters,
  • To have customer analysis, service analysis and customer interaction history available at all times
  • Marketing Spend Management - To have an online repository and global visibility of marketing plans, including business data and approvals
  • Channel Management -Collaboration with channel Partners and controlling the price of products in the secondary sales. Automation of Channel Processes and increased visibility of inventory
 

Solution

  • SAP CRM Implementation with Interaction center, Internet customer self service, ERMS, RMA, Service Request, Survey suite, to enable multi-channel customer response
  • Marketing Plan/ Campaign budgeting and authorization, Workflow, Integration with SAP R/3, BW –SEM for Key Figure Planning Solution in SAP CRM
  • Channel Management Solution - Sell In data, Price Buckets, Sell thru Transmission data (Point of Sale data via IDocs), Claims processing, Price Protection, Enterprise Portal, BW integration for Deferred revenue recognition
 

Process & Technology Areas

  • Technology Areas: SAP ECC6.0, SAP CRM 2007, BI, EP,XI
  • Process Areas: Sales & Marketing, After-Market
 

Benefits

  • Established a standard, streamlined marketing process with a central marketing platform
  • Improve first-contact resolution with on-the-spot information and resources needed to resolve issues
  • Provide a consistent user experience across all interaction channels, including voice, text messaging, Web contacts, and e-mail
  • Increase loyalty with consistent, personalized customer experiences across all touch points

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