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Case study

Global PC Manufacturer

Enabling Global Service Delivery Network with SAP CRM 7.0

The Customer

The customer is the fastest growing company among the top five PC manufacturers globally that develops, manufactures and markets desktop and notebook computers, workstations, servers, storage drives, IT management software, and other related products and services. The company was founded in 1984 and has grown faster than the industry as a whole and established itself as one of the world‘s largest computer vendors, with a market share above 10 percent globally.

Customer Requirement

The client needs a solid Customer Service platform to replace their Customer Services previously delivered by an external vendor. The new Customer Service platform enables Global Service Delivery Network to provision Technical Support and Service Parts to their customers‘ entitlements and tracking of services requests from various interaction channels, with integration to third party networks for service parts, on-site and depot repairs fulfillment. Support for customer billing and invoice payment to third party part / service providers is also required.

Proposed Solution

The client‘s SAP Customer Service platform implementation uses standard SAP CRM 7.0 Service features, like multichannel enablement for the Contact Center, e-Service for Channel Partner Management, Service Request, Service Order management and Part Fulfillments, Service Contracts and I-Objects Management to realize the end-to end business processes. The system is integrated with Genesys Telephony to route incoming calls and emails to SAP CRM Interaction Center. The solution took advantage of SAP CRM Web Services and IDOC technologies in interfacing with various external third-party systems for parts and services fulfillments data exchanges. In addition to external systems integration, internal SAP ECC 6.0 is integrated to SAP CRM for product management, purchasing, customer billing and invoicing.

Project Outcome

The implemented solution transforms the client‘s Customer Service into a powerful and efficient profit center. The Customer Service platform is designed with robustness and scalability, providing consistent and effective touch points for the client‘s Call Center Agents and authorized service provider in servicing various product issues reported by the company‘s customers worldwide.

Our references

Our clients range from Fortune 500 companies to emerging industry leaders. We help solve their most complex and interesting customer engagement and commerce challenges. We start by listening and we end with measurable business outcome.

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