SAP Customer Relationship Management

More than ever, in today's challenging business environment, best-run companies are staying focused on their most valuable assets – their customers. Companies seek to retain their best customers and maximize the effectiveness of every customer interaction – whether it's sales, service, or marketing.

Unlike other CRM software, the SAP Customer Relationship Management (SAP CRM) application, part of the SAP Business Suite, not only helps you address your short-term imperatives – to reduce cost and increase your decision-making ability – but can also help your company achieve differentiated capabilities in order to compete effectively over the long term.

SAP has the best in class tools to extend your ERP platform configured and priced for small and medium sized businesses. ProSoft has the experience and expertise to deliver these valuable extensions for wholesale distributors. Contact us to begin your long-term partnership with ProSoft.

SAP has helped best-run companies in more than 26 industries to achieve excellence in all aspects of customer relationship management.

Get a complete picture of SAP CRM capabilities.

Marketing

With SAP CRM, marketers gain the essential business insights needed to make intelligent decisions, sharpen their focus on customers to drive demand and increase customer retention, and better manage marketing resources to do more with less. Key SAP CRM marketing capabilities include:

• Marketing Resource and Brand Management
• Campaign Management
• Segmentation and List Management
• Real-time Offer Management
• Loyalty Management
• E-marketing

Key Marketing Benefits of SAP Customer Relationship Management

SAP CRM enables you to:

• Align marketing resources to support organizational objectives
• Understand the returns on your marketing spend
• Accelerate marketing processes with increased visibility and control
• Drive customer demand with targeted marketing messages
• Identify and retain high-value customers with customer loyalty programs
• Establish a standard, streamlined marketing process with a central marketing platform

Sales

With SAP CRM, you transform your direct and indirect sales force into a team of knowledgeable and trusted advisors – fostering efficient collaboration between sales, marketing, and service teams to align efforts on fulfilling customer needs. Key SAP CRM sales capabilities include:

• Sales
• E-commerce
• Interaction center
• Partner channel management
• Real-time offer management

Key Sales Benefits of SAP Customer Relationship Management

SAP CRM enables you to:

• Maximize profitable revenue growth
• Focus sales resources on productive activity
• Optimize the value delivered with every customer interaction
• Streamline end-to-end enterprise sales processes across channels
• Increase loyalty with consistent, personalized customer experiences across all touch points

Service

With SAP CRM, you can reduce your service costs while enhancing customer satisfaction by streamlining your service operations and delivering exceptional customer service. Key SAP CRM service capabilities include:

• Service
• Interaction center
• Business communication management
• Real-time offer management
• Partner channel management
• E-service

Key Service Benefits of SAP Customer Relationship Management

SAP CRM enables you to:

• Improve first-contact resolution with on-the-spot information and resources needed to resolve issues
• Increase customer retention by providing service employees with the information and tools they need to prevent churn
• Boost field utilization through optimized resources and easy access to information
• Drive revenues by offering relevant services and products based on customer insights
• Reduce returns by enabling customers to solve their problems and by proactively resolving known product defects
• Provide a consistent user experience across all interaction channels, including voice, text messaging, Web contacts, and e-mail

Contact Center

With SAP CRM, you can maximize customer loyalty, reduce costs, and boost revenue by transforming your contact center into a strategic delivery channel for marketing, sales, and service efforts across all contact channels. Key SAP CRM features and functions that enable contact center capabilities include:

• Interaction center
• Business communications management
• Marketing
• Sales
• Service
• Real-time offer management

Key Contact Center Benefits of SAP Customer Relationship Management

SAP CRM enables you to:

• Increase sales and extend market reach by making more relevant offers
• Drive customer loyalty and demand through targeted, personalized telemarketing campaigns
• Improve customer service by resolving customer issues during the first call
• Provide a consistent customer experience across all contact channels
• Gain insight into, analyze, and act on contact center operations and trends

Ecommerce

Would you like to increase revenues, improve customer retention and lower your cost to serve? ProSoft can deliver the value of SAP’s Ecommerce platform on-time, on-value and on-budget. Whether your focus is Business to Business, Business to Consumer, or both, ProSoft has the expertise to design and deliver a web strategy that will please your customers and leverage your existing SAP ERP platform for maximum efficiency and integration.

ProSoft has developed an out-of-the-box SAP Ecommerce Solution called ACE-ECOM, part of our ACE series of SAP solutions. ACE-ECOM is a unique and valuable solution that every SAP enterprise should consider if volume, complexity and demanding customers are part of your business.

Business Value:

• Search optimization and product recommendations to drive incremental revenues
• Customer convenience tools to earn preference and increase retention
• Account administration and work flow functionality highly coveted by your customers’ CIO’s
• Customer self service tools that lower your cost to service

Technology Advantage:

• Integration with your ERP master data that eliminates the duplication of data management tasks
• Open, state-of-the-art standards - Java 2 Enterprise Edition
• Supports Web 2.0 technology integration to incorporate customer-specific applications and third-party integrations
• Delivered with Java and SAP NetWeaver Application Server, a component of SAP NetWeaver
• Flexible deployment options with SAP ERP and SAP CRM