HSE24 Optimizes Customer Service

HSE24, one of the leading home shopping channels in Europe, decided to replace its existing IT architecture with a comprehensive technology platform based on SAP software to manage all service processes within the company. In 2006, HSE24 shipped more than 20,000 parcels daily and handled up to 60,000 customer calls per day.
To be able to meet customer demands while simultaneously keeping pace with increasing order volume, HSE24 needed a CRM application that optimally supports its business processes and seamlessly integrates with its existing IT landscape. In March 2007, HSE24 switched the management of customer information and service requests to SAP CRM, replacing various legacy systems and third-party applications. Later in 2007, the company plans to follow up this project using SAP CRM to manage purchase orders as well.
The newly implemented SAP CRM application will be hosted by IT outsourcing provider TDS. More than 13 call centers in Germany and Austria that capture and handle service requests have access to the centrally hosted CRM solution via Web client technology. The architecture of SAP CRM allows HSE24 to integrate internal business units, external services providers and interfaces to the back-end systems as well as to the Internet shop on a single software platform. cm4, a subsidiary of Syskoplan AG, carried out the implementation.

Source: SAP AG