Centralised customer interaction solution improves service and lifts quality control
“By linking the application to our business warehouse and running reports we can uncover customer behaviour patterns, anticipate risk and take advantage of any opportunities that arise to improve after sales service.”
Unni Nair, SCA HA Business Process Manager (Sales & Marketing)
“Our call centre operators now have a rich resource at their fingertips - one centralised database that allows them to see all the previous customer interactions. This helps cut the time it takes to process customer enquiries.”
Unni Nair, SCA HA Business Process Manager (Sales & Marketing)
Challenge
- Streamline business processes around the collection of, and response to, customer enquiries by minimising the number of applications call centre operators need to access in order to undertake appropriate response management
- Improve level of customer service by reducing number of enquiries that were not properly recorded and not properly resolved
- Link customer service interactions to core SAP systems to enable timely and informative reporting
Solution
- Extend SCA HA’s existing CRM system, adding a robust customer complaints and enquiries solution to provide a single view of customer service interactions
- Create simple interface through which customer call centre operators can access and record all information necessary to deal with enquires, complaints, compliments, suggestions, credit request and sales orders
- Create a specific workflow for each type of enquiry to formalise the way responses are undertaken and to provide better ability to track exactly where each response has reached in its path to completion
- Link CRM application to SCA HA’s existing SAP business warehouse to create ‘slice and dice’ reporting, allowing quality assurance teams to better gauge the nature of enquiries fielded by the call centre
- Provide mail merge facility to allow service operators to select correct customer response letter from a list of predefined templates and automate the merge of all necessary customer name and address information
Return on Investment
- Improved control over the handling of customer complaints and enquires and faster response times for issues requiring after sales service
- Better security and reliability over critical data thanks to single database solution
- Flexible reporting provides insights into quality assurance issues and analysis of customer complaint trends
This Oxygen project won an SAP Partner Award of Excellence in 2006. View our Awards here.
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Customer Profile
SCA Hygiene
Business Profile: SCA Hygiene Australasia is a leading hygiene solutions company, manufacturing and marketing a number of leading household brands including Sorbent, Purex, Handee, Deeko, Tork, Treasures, Libra and TENA.
SCA Hygiene forms part of SCA, a US$12 billion international paper company, producing absorbent hygiene products, packaging solutions and publication papers. SCA employs more than 53 000 people in 50 countries.
General: SCA Hygiene Australasia employs about 1700 people and operates across Australia, New Zealand an Fiji, holding number one market position in many of the categories in which it competes.
