State Industrial Products Reaps the Benefits of Integrated CRM with SAP

SIP has maintained two disparate CRM sales solutions, resulting in higher licensing and administrative costs, siloed customer information, activity tracking and ordering processes that created redundancy and prevented SIP from having comprehensive customer activity information. By consolidating its CRM applications and database information onto mySAP CRM, SIP will have a single “view” of customer touches throughout all sales and service business components, allowing them to deliver more personalized, informed customer attention.
“We were looking for a way to consolidate and standardize our information platform and also make our sales and service processes, both for our customers and sales associates, more efficient,” said Bill Rady, SIP’s director of Information Services. “We knew SAP had the end-to-end integration we needed to allow our sales reps to process orders from quote to cash with one easy step. By consolidating our systems onto mySAP CRM, we will be able to cut our license costs dramatically, grow revenues, and improve the pace at which we bring in new business.”
By consolidating onto a single, integrated platform with mySAP CRM, SIP is empowering its field force while at the customer site with real-time access to complete customer information including account history, invoice status, up-to-the-minute pricing and product availability. Now using laptops running the SAP Mobile Sales solution, field representatives have on-the-spot access to comprehensive, up-to-date information on customer accounts and fluctuations in inventory and pricing, allowing them to provide customers more accurate quotes and process sales orders more quickly.
After six years of using Siebel’s Sales solution, which included an unsuccessful attempt to couple the software with mobile devices, SIP rolled out SAP Mobile Sales to its initial user base of field representatives in just 75 days. The next phase of the CRM implementation will involve a transformation of the company’s telesales and inbound call center operations to help further streamline customer relationships and make it easier for SIP to interact with its customers via the Web.
“SAP’s years of investment in CRM innovation are paying off for our customers,” said Bill McDermott, president and CEO, SAP America. “While the SAP Safe Passage program for Siebel offers great add-on incentive for the evolution to SAP, more and more companies are choosing mySAP CRM for one simple reason: it’s the market’s most compelling offering – whatever the industry, customer or business process demands. For small enterprises such as State Industrial Products, these pressing demands are in the sales force, the pulse of company performance. SAP’s CRM applications deliver the end-to-end functionality field forces need to optimize results for the company and its customers.” The implementation was carried out by BearingPoint, Inc. a leading global management and technology consulting firm, utilizing BearingPoint’s ProvenCourseSM Methodology, a global delivery framework that combines tested delivery assets with industry-leading practices to support the accelerated delivery of client- and industry-specific solutions.

Source: SAP AG