The organization has gone ‘live’ with mySAP CRM for two of its businesses in Singapore as part of its visionary Customer Care program
Singapore — SAP AG (NYSE: SAP) today announced that Jebsen & Jessen South East Asia has selected and deployed mySAP CRM as the strategic platform to unify all customer touch points for its seven regional businesses. As part of its visionary Customer Care initiative, the company has recently gone ‘live’ with mySAP CRM Internet Sales, Customer Interaction Centre, Campaign Management, and Mobile Sales for two of its businesses in Singapore – Jebsen & Jessen Communications (S) and JJ-Degussa Chemicals (S). The implementation is significant as Jebsen & Jessen represents one of the few Asian companies that is strategically using CRM to support and facilitate the entire Group’s business processes.
Singapore-headquartered Jebsen & Jessen is a diversified Group engaged in seven regional businesses including Chemicals, Communications, Industrial, Marketing, Material Handling, Packaging and Process Engineering. The Group operates across ASEAN through a network of subsidiaries, associates and cooperating companies employing approximately 2,500 people.
The go‘live’ at Jebsen & Jessen is a critical milestone in the organization’s quest to roll out its group-wide Customer Care program. It is also a further extension of the Group’s e-business strategy, following its implementation of SAP’s ERP solution in 1999. The program leverages on mySAP CRM to close the interaction loop between three key elements that the Group identified, which includes Customer Systems, Organizational Requirements, and Customer Analysis.
“We chose mySAP CRM for its breadth of functionality and its ease of integration with our existing ERP infrastructure. It is the most complete and integrated CRM solution in the market today,” said J. Heinrich Jessen, Executive Vice Chairman, Jebsen & Jessen South East Asia. “Our vision is to drive customer satisfaction to a new plateau at each and every level. By capitalizing on mySAP CRM to build a holistic view of customer information that can be leveraged across all functional divisions, we are able to harness customer intelligence to ensure consistency of customer interactions across all touch points. In the long-term, Jebsen & Jessen will be able to build lasting relationships with our most valuable customers.”
Building a People-Centric CRM Culture
“Jebsen & Jessen has taken the right steps to realize a true return-on-investment starting with a focus on its customers and employees and deploying the technology to support their customer care vision,” said Daniel Chee, Managing Director, Magnus Management Consultants, the implementation partner for this project.
To ensure that its Customer Care Program truly addresses the needs of its customers, Jebsen & Jessen conducted customer surveys to understand the critical business issues customers face and their preferred modes of conducting business. Internally, the Group also surveyed employees to determine pertinent customer interaction issues and areas to enhance work efficiency. Results from the customer and employee surveys were then mapped on to the blueprint for the organization’s mySAP CRM project.
“The best-run businesses in Asia Pacific today want to achieve customer lifetime value and mySAP CRM can help drive this,” said Satyavrath Krishnaswamy, Director, Business Development – CRM, SAP Asia. “Visionary companies like Jebsen & Jessen clearly understand that successful CRM needs a people-centric CRM culture focused on existing processes and organisational culture, and has developed a people-centric Customer Care program which truly mirrors the current needs of both customers and employees. As companies in Asia embark on enterprise-wide e-business implementations, integration is a critical success factor. No other vendor has the proven track record to deliver integrated and complete solutions to customers like SAP.”
Christian Hjortkjaer, Program Manager – Organisational Productivity at Jebsen & Jessen added: “The go-live of mySAP CRM at Jebsen & Jessen Communications (S) and JJ-Degussa Chemicals (S) has not only made customer and product information more accessible and easy to analyse, but it also benefits our employees, including the sales team, by allowing them to optimise their time utilisation across multiple customers while providing them with one current, consistent view of the customer.”
Sanjay Roychoudhury, Consulting Manager – CRM , Magnus Management Consultants said, “Helping Jebsen & Jessen realize the maximum benefit out of the technology and enabling a smooth rollout of the system to the end-users remained the key focus for Magnus throughout the project.”
In the next phase of the Group’s CRM deployment, Jebsen & Jessen South East Asia will deploy mySAP CRM across five companies in Malaysia including JJ-Degussa Chemicals (M), JJ-Communications (M), JJ-Marketing (M), JJ-Process Engineering (M) and JJ-Lurgi Engineering. This implementation will be completed by end September 2002.
About Jebsen & Jessen
Established in Hong Kong in 1895, Jebsen & Jessen South East Asia is today a diversified Group engaged in trading, manufacturing and engineering. The group is organized as seven regional businesses and operated through a network of subsidiaries, associates and cooperating companies employing approximately 2,500 people. The seven regional businesses are Chemicals, Communications, Industrial, Marketing, Material Handling, Packaging and Process Engineering.
Magnus is the preferred implementation partner of Jebsen & Jessen and one of the region’s leading IT consulting providers with over 500 consultants present across Europe and Asia. Magnus has earned a reputation for value-added and results-oriented consulting in the fields of ERP, CRM, and business warehousing.