Italian multinational group present in three continents, operates in the design of new technologies and in the production of machines for the transformation of paper for domestic use.

With a view to consolidating its position and diversifying its offer, to shift the focus on market knowledge, anticipating trends in demand, the group had to start a process of customizing its CRM system.

To this end, the company decided to launch a study to design the new CRM process in line with the strategic objectives of the group and which, inspired by the innovative concepts of accessibility, simplicity and mobility, propose a new way of collaboration to detect and manage sales opportunities in «Machinary».

THE PRE-PROJECT SITUATION

• Lack of management of the organizational structure of sales
• Lack of territorial authorization management of sales
• Complex management of the prospects database and contacts
• Lack of management of the sales stages of an opportunity
• Lack of information in the opportunity document
• Shortage of reports
• Lack of sharing of visiting documents and client fact sheets

THE NEED

The customer needed to simplify and expand the use of CRM’s opportunity detection and sales management features so that they could share records and documents within the sales team.

More over to make available a basic reports that allowed the sellers and the managers to consult in real time the situation of the opportunities of sale.

THE SOLUTION | SAP CRM 7.0 FEATURES

To meet the need to simplify and extend certain features of the CRM, the following operations were carried out:

• defining corporate roles on CRM to ensure proper functionality management
• personalization of the management of the biographies
  

• web UI customization also with aspx pages via mashup functionality and transaction launcher
• establishment of a territorial structure and management of sales authorisations in the territory
• expansion of the document of the opportunities with fields ad hoc and phases of sale
• Implementation of the visiting documents with related reports
• Activation of customer segmentation standard functionality based on personal data and marketing features created ad hoc
• Implementation of marketing campaigns for the creation of contact lists
• Activation of standard features of Interactive Report for reporting on sales opportunities and implementation of 4 different types of reports
• Customizing PDF print format of customer fact sheet
  

THE IMPLEMENTATION

Initial analysis by SYSDAT.IT in collaboration with the customer and Deloitte. Drafting of a first document of technical specifications by SYSDAT.IT and Deloitte. Development and customization of CRM 7.0 by SYSDAT.IT with regular customer meeting for in-depth analysis on specific topics and check order’s progress.

RESULTS PROJECT ENDED

• More intensive use of the system and the reports implemented.
• Forecast of widening of the sales opportunities in the within Machinery and in the within of Customer Service
• C4C integration for mobile use