mySAP™ CRM Enables Epson to Build Holistic View of Customer Information Across Touch Points
Singapore — Epson Korea, the leading provider of digital imaging solutions, went live with the interaction center and e-service functionalities of mySAP™ Customer Relationship Management (mySAP™ CRM). With mySAP CRM, Epson Korea has a holistic view of customer information that enables the organization to ensure consistency of customer interactions across all touch points, thus allowing them to deliver on its commitment to customer satisfaction.
The mySAP CRM implementation leverages Epson Korea’s initial investment in SAP’s enterprise resource planning (ERP) solution implemented in 1998. With this CRM solution, Epson Korea has unified customer touch points from its front-office customer call centers to its back-office financial and logistics divisions as well as to its third-party service centers. Even with third-party vendors such as DHL, the collaborative interface ensures one consistent view of the customer through various customer touch points throughout every process. In addition, the e-service functionality allows Epson customers to use a 24×7 online self-service customer center to carry out common tasks such as checking status of service requests and view frequently asked questions.
According to SungJoo Park (Information System Manager) at Epson Korea, “Customer service and satisfaction is extremely important for us, and with mySAP CRM, we are able to deliver our commitment to our customers. SAP offers a solution that fully integrates our front- and back-end operations as well as with our business partners, creating business processes that focus our entire organization on creating maximum customer value.”
mySAP CRM was deployed at the Epson Korea Headquarters, seven service centers, and three outsourcing centers involving 70 users. With mySAP CRM, Epson Korea has seen a reduction in service time from four minutes to one and a half minutes as well as a higher rate of first-call resolution and an overall improvement in quality of service. A synchronized view of the customers within the organization and with external service providers means that customers’ needs can be quickly attended to and resolved in the shortest time possible. In addition, future needs of the customers can also be anticipated.
“Epson is well known for its innovation and quality of its printer solutions and SAP is proud to help the company extend its commitment to providing high-quality customer service. The CRM solution will leverage Epson Korea’s initial investment in ERP software from SAP to deliver even greater returns and distinguish Epson Korea as an industry leader in customer service,” said Jae-sam Lee, acting CEO at SAP Korea.
mySAP CRM was implemented in a rapid time frame of five months and was the result of the joint effort between SAP Korea and Synergy C&C, an SAP implementation partner. Epson is now embarking on a roll-out of the mySAP CRM solution to other subsidiaries in Asia beginning in Singapore.
About Epson Korea
Under the management philosophy of “a customer-oriented company,” Epson Korea was established as a wholly owned subsidiary of SEIKO EPSON on October 28, 1996. Epson Korea focuses on sales and services support for its mainstay products, including color ink-jet printers, dot-matrix printers, laser printers, color image scanners, digital cameras, beam projectors, point-of-sales (POS), and consumables. Dubbed as “the living history of printer technology,” Epson acquired TriGem Computer, Inc.’s printer division, known for its EPSON-TriGem brand, and the exclusive sales rights for Epson printers in Korea back in June 1998. Since then, Epson Korea has showcased world’s best products and technology and sells directly to its customers. (Additional information at www.epson.co.kr).
