EarthLink Selects SAP to Empower Customer Support Agents

Feature Article | March 17, 2005 by admin

To ensure its continued leadership in an ever-changing and competitive telecommunications and consumer products market, EarthLink needed more flexible systems to manage customer relationships and core business operations. EarthLink’s legacy IT landscape was siloed, making it difficult for the company to engage in cross-channel activities and quickly execute on its new initiative to deliver a broader range of product and service offerings while creating an unsurpassed customer experience.
After investigating several CRM solutions, EarthLink selected SAP’s award-winning CRM solution. By leveraging mySAP CRM and the integration capabilities of the SAP NetWeaver platform, EarthLink plans to streamline and automate the manner in which it attracts, sells and services across its operations. EarthLink also expects to employ the powerful analytics capabilities in mySAP CRM to gather customer insights to drive cross-channel marketing, target appropriate customers with new products and services and prevent missed revenue opportunities. In addition, the integrated platform is expected to reduce time and cost related to administration and maintenance.
“SAP demonstrated a deep understanding of our objectives and the complex nature of our products, services and business environment,” said Donald B. Berryman, executive vice president of Customer Support at EarthLink. “We chose SAP because of its clear commitment to be our partner in achieving our business objectives and the continued significant investment in their market-leading products. We intend to go beyond the adequate service provided today in our industry to provide the best service of any industry and we believe mySAP CRM can help us achieve that objective.”
EarthLink agents will leverage the multichannel capabilities in mySAP CRM to support more cross- and up-sell opportunities across its global operations and improve the depth and breadth of service agent knowledge bases. Web-based self-service forms for sales and support will be utilized in order to increase resolution rate time and deliver on the company’s goal of creating a more satisfying customer experience. “To remain competitive, telecommunications companies need to effectively adapt to changing market conditions and rising customer expectations,” said Bill McDermott, president and CEO, SAP America. “SAP solutions offer telecommunication service providers a flexible IT infrastructure to bring innovation to all customer-based operations, resulting in more satisfied customers and a better bottom line.”

Source: SAP AG

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