Remington needed to enable their customer service representatives to deliver faster and better service. Better integration was required for SAP ERP, including CTI integration, knowledge management integration, better call routing and monitoring, integration to an in-house repair system, and finally to 3rd party service providers like UPS. The solution also needed to be cloud based, easy to configure, and customized to support ongoing business needs with changing market conditions.
HOW ECENTA HELPED
ECENTA proposed SAP Service Cloud along with SAP Contact Center to enable business processes for customer service. Being a multi-brand company, it was important for Remington to identify which brand the customer was calling in about, quickly register new customers and products, access customer names and sales histories, and allow quick access to functions in ECC like Price and Availability Check, Part Order creation, Return Order creation, and more. The agents also needed access to knowledge articles for solutions for common problems. Lastly it was also necessary to provide easy access to 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 deliver all desired capabilities across Telephone, Email, Web Portal and Social so customers could contact Remington on a channel of their choosing.
With implementation expertise in SAP Cloud for Customer and SAP Contact Center, ECENTA deployed the solution in five months. The solution provides one launch pad for all customer service functions as well as superior reporting capabilities. SAP Contact Center enabled staff to quickly add new IVR trees, on-board new brands without the need for additional infrastructure components, and monitor contact center operations in real time. Mindtouch Knowledge Management was integrated to give Remington the capability to tailor articles to their various brands and products and also provide key self-service capability on support websites.
- Integrated Mindtouch Knowledge Management
- Integrated legacy Repair system
- Integrated to UPS for scheduled pick up and deliveries
- Strengthened market position and became “consumer obsessed”