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Positive Customer Experience for a F500 Document Management Company, enabled through Standardized Business Processes across 14 Countries and 16 Languages

Positive Customer Experience for a F500 Document Management Company, enabled through Standardized Business Processes across 14 Countries and 16 Languages

Background
Our client is a $22 Billion Fortune 500 global document management company, with operations in 160 countries, servicing schools, small businesses, government agencies, healthcare providers, commercial printers and Fortune 1000 companies
 
Situation
  • The A2 B Program is a multi-year transformation journey to enable common and simplified business processes on a common set of business applications across Europe.
  • It will deliver significantly greater automation of sales process, integration  with contract set-up and management, client service  call logging, and integrated financials.
 
Solution
  • The solution comprises a core SAP solution with process and technical integration to ‘best of breed’ applications for Sales, Leading and Deal Configuration.
  • The Initial transformation phase was deployed to ‘Indirect’ partner business in a pan-European go-live in July 2009
  • Subsequent phases have focused on the ‘Direct’ large accounts business in the major European Markets, with phased go-lives planned through 2011 (Customer Service and Logistics) and 2012 (Billing and Finance)
  • Smaller markets deployment will follow in 2013/14 on a business case justified basis
 
Process & Technology Areas
  • Technology: SAP ECC 6.0, SAP CRM 5.0, SRM, GRC, BI, Portal.
  • Process Areas: Sales and Marketing, Contract Management, Service Management, Customer Service Operations, Customer Billing, Integrated Supply Chain,  Finance and HR.
 
Benefits
  • Standardized business processes, supporting a user base of 350 Call Center Agents, 5000 Service Engineers, 1500 Back Office and Sales Support and 7300 Partners, in 14 countries and 16 languages
  • Savings targeted at ~$150m through:
  • Better debt  viability and management
  • Customer Service efficiencies, through field service utilization
  • Savings in Hardware and obsolete technology
  • Back office productivity
  • Better Support of Distributor and Re-seller through multiple channels
  • Reduced cost for running HR platform
  • Integrated 14 country operations into single SAP system in just 24 months
  • Award winning European Customer Services operation
  • $200m /yr of purchasing savings
  • Inventory Turns up by 20%
  • Planning Cycle time reduce by 50%
  • Quote Turnaround  Times Reduced by 80%

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