CRM for a Better Customer Experience

Photo: iStockphoto
Photo: iStockphoto

For a salesperson in the field, the right customer relationship management (CRM) software can provide critical information for scheduling and preparing for upcoming sales visits, logging customer orders, and executing on centrally coordinated campaigns. In addition, the latest CRM software can also deliver valuable insights about customer interaction history, social media sentiments, and market segmentation, which can result in more personalized interaction and increased customer loyalty.

In a competitive economy, the need for a comprehensive view of the customer is so great that Gartner forecasts that CRM will be the top IT investment priority for companies in 2013-2014, even ahead of ERP, as companies seek to provide more meaningful and differentiated customer experiences.

Specialized on CRM

The Principal Consulting (TPC), an SAP partner based in South Plainfield, New Jersey, has built a strong reputation on its extensive experience working with SAP CRM solutions, including hands-on experience in SAP Labs and pioneering work with key technologies such as SAP CRM Mobile Sales and Sybase Mobile technologies. Founded in 2004 as an SAP CRM consulting company, TPC specializes in SAP CRM Sales deployments, SAP productivity app enablement, SAP Mobile Platform (SMP) set-up (hosted and on-premise), and also custom mobile application development.

Next page: Lubrizol mobilizes its sales force

It recently expanded its expertise to include enterprise mobility, giving customers the opportunity to maximize the value of their CRM software by establishing a reliable data exchange between their company’s headquarters and field sales teams. TPC’s customers cover all segments and include such commonly known brands as General Mills, Boston Scientific, and Smithfield Foods.

Lubrizol mobilizes its sales force

In early 2012, TPC’s customer Lubrizol, a chemicals supplier located in Wickliffe, Ohio, was looking for a way to leverage and maximize its CRM investment by mobilizing its sales force. Following consultations with TPC, Lubrizol chose to implement the rapid-deployment solution for SAP CRM Mobile Sales. Rapid-deployment solutions offer customers the benefit of purchasing an SAP solution that can be implemented within a fixed scope, fixed timeline, and at a fixed price.

The project kicked off on April 23, 2012. During the project, TPC deployed and enabled SAP CRM Mobile Sales version 2.0 in two landscapes (development and production) on 30 Apple iPads. It also assisted in setting up Sybase Unwired Platform for the customer.

SAP Partner Quality program accreditation

A guiding aspect of TPC’s project management for Lubrizol was the SAP 10 Quality Principles. TPC embedded these principles into its project methodology based on its experience in the SAP Partner Quality program, offered by the Partner Quality Hub at SAP Partner Service Delivery. Having joined the program in January 2012, TPC worked closely with a dedicated SAP partner service advisor to create a quality framework for project management that ensures more predictable and profitable implementations by mitigating project risks and maximizing the benefits for the customer.

Next page: Project methods updated

In December 2012, following a series of quarterly quality reviews and fulfillment of an annual quality plan, TPC achieved accreditation from SAP for demonstrating its ongoing commitment to the active quality management of its sales processes and delivery methodologies. Greg Kull, managing director of TPC, says, “TPC is closely aligned to the 10 key principles of quality that SAP believes to be fundamental to the success of every implementation. The principles are designed to deliver high-quality software and support while providing the right processes, tools, and services to drive successful projects and delivery.”

For TPC customers like Lubrizol, the new accreditation provides the assurance that projects are managed in a predictable manner, through enhanced communication, and with the latest SAP resources. “This program will serve as added value for our clients, SAP users across North America. TPC acknowledges this accreditation and is proud to maintain such a high level of quality services,” says Kull.

Project methods updated

As a result of its experience in the SAP Partner Quality program, TPC updated its project documentation to align with new SAP recommendations. The documentation now includes step-by-step guidelines and processes for:

1. Scope and Change Management

  • Formalized and documented a 7-step internal process for managing scope

2. Quality Assurance and Quality Control

  • Created an integrated planning checklist
  • Revised governance methodology that includes SAP’s 10 Principles of Quality, with additional training for consultants

3. Risk Management

  • Established risk assessment review cards with formalized internal meetings

Live with accelerated deployment

In June 2012, Lubrizol went live with its new SAP CRM software. The accelerated deployment of the SAP CRM Mobile Sales solution was a success, having fulfilled the value proposition of rapid-deployment solutions. Lubrizol noticed an immediate improvement in sales activities and performance. The company says it is pleased with both the SAP solution, and how it was delivered and installed.

In this project, TPC provided Lubrizol with a rapid-deployment implementation, which proved to be an optimal way for Lubrizol to evaluate the solution, maintain it, and expand on the technology. Lubrizol spoke positively about its experience with the deployment at SAPPHIRE in 2012. In addition, it plans further projects with TPC.