HOME  :  CONTACT  ||  CIBER INTERNATIONAL  :  CIBER USA       

Home > Products > SAP > Enterprise Applications > Customer Relationship Manageme...

 

Customer Relationship Management

CIBER has a solid track record of implementing Customer Relationship Management (CRM) solutions. With extensive experience of implementing CRM in Business to Business (B2B) and the Public Sector, CIBER is also delivering effective customer interaction management in high volume Business to Consumer (B2C) environments. Our solutions include market specific CRM versions, e-marketing and integrated contact centre solutions.

CIBER’s approach begins by working with your organisation to develop an overall CRM strategy. Next, we work with you to break these objectives into a series of executable projects. By implementing in ‘bite-sized’ increments, we can help you deliver measurable project success early in the engagement process. Our consultants’ functional knowledge, technical skills and understanding of all necessary points of integration allow CIBER to realise an SAP CRM solution that meets the specific needs of your organisation.

CRM Integration

Front Office functionality is critical to an organisation’s ability to provide value at every customer touch point. Just as critical is tight integration of the Front Office with your Back Office and e-Business Solutions. CIBER consultants have the business process knowledge and end-to-end implementation experience necessary to achieve such tight CRM integration.

SAP CRM

SAP CRM allows your organisation to improve operational efficiencies, improve market share through acquisition and retention of customers - and can quickly deliver long-term results, profoundly affecting your organisation’s bottom line.

SAP CRM functionality includes:

Sales Force Automation (SFA)

• Contact and Account Management
• Sales Opportunity Qualification & Management
• Product Proposal Generation
• Sales Cycle Analysis, Sales Forecasting and Analytics
• Field Sales Force Management
• Inbound & Outbound Telesales
• Web Auctions

Marketing

• Lead Generation and Tracking
• Product Recommendations & Cross-Selling
• Catalogue Management
• Marketing Planning and Campaign Management
• Data Mining, Reporting, and Customer Analytics

Support

• Customer Service & Information Help Desk
• Web Customer Support & Self-Service
• Technical Support & Solutions Database
• Complaints & Returns Processing

CRM integration with the Contact Centre

Customers expect very high accuracy in all agent-based contact centre processes and demand similar service levels across web and in-person channels. To survive in this dynamic market, you need to deliver value at every customer contact point, manage multi-faceted demands and strengthen customer relationships.

SAP presents a single integrated solution that provides both the core CRM application and interaction centre for your agents along with the IP based telephony solution. With SAP Business Communications Management (SAP BCM), CIBER can provide an advanced, all-IP communication solution for multi-channel contact centres and contact-intensive, multi-site organisations. This achieves an efficient, integrated call centre that covers all channels of communication and ensures customers reach the right people within your organisation - people with the skills to best address the customers' needs.