CLOUD FOR SERVICE AND CONTACT CENTER IMPLEMENTATION FOR REMINGTON CONSUMER SERVICES CONTACT CENTER
Remington Arms is the oldest continuously operating manufacturer in United States (est. 1816) producing sporting goods products for the hunting and shooting sports markets, as well as military, government and law enforcement market.
Traditionally the history of corporate focus was on Manufacturing and Customer Sales. With a shift in corporate culture to become “Consumer Obsessed” Remington needed to invest in technology that would help their customer service reps deliver rapid and excellent service. This included the need for better integration with SAP ERP, CTI integration, knowledge management integration, better call routing and monitoring, integration to an in-house repair system and 3rd party service providers like UPS. The solution also needed to be Cloud based, easy to configure and customize to support ongoing business needs and reacting to market conditions.
PROPOSED SOLUTION ECENTA
proposed the use of SAP Cloud for Customer along with SAP Contact Center and Mindtouch Knowledge Management to enable the various business processes for the customer service department. Being a multi-brand company it was important for Remington to understand which brand the customer was calling in about, quickly register new customers and products, screen pop customer name and sales history and allow quick access to functions in ECC like Price and Availability Check, Part Order creation, Return Order creation, etc. The agents also needed access to knowledge articles to easily suggest solutions for common problems. It was also necessary to provide easy access to creation of repair orders in the legacy repair solution as well as taking credit card information in a PCI compliant manner for out of warranty repairs. ECENTA enhanced SAP Cloud for Customer to provide all desired capabilities across Telephone, Email, Web Portal and Social channels so customers could contact Remington on a channel of their choice. Remington also needed a solution that was cloud based due to limited IT resources to support the solution and not having to bear the hardware costs.
With ECENTA‘s implementation expertise of SAP Cloud for Customer and SAP Contact Center, Remington Arms has successfully deployed the solution in 5 months. They are benefiting from a modern solution with one launching pad for all functions that Customer Service needs access to and superior reporting capabilities that come with the solution. SAP Contact Center has given them the capability to quickly add new IVR trees, on board new brands without the need for additional infrastructure components as well as monitor contact center operations in real time. Mindtouch has given Remington the capability to tailor articles to their various brands and products and also provide key self service capability on the brand support web sites.