Bowe Bell and Howell said it would use mySAP Customer Relationship Management to help drive process efficiencies across its service organization and deliver a more intimate level of customer service.
Walldorf, Germany-based SAP AG is a business software provider. Its mySAP CRM solution has helped the companies in more than 25 industries make the most of relationships with customers by capitalizing on customer insight, improving front-line efficiency and effectiveness, streamlining critical business processes across and beyond customer touch points. The system also quickly adapts to changing business and customer needs.
Wheeling, IL-based Bowe Bell and Howell, a manufacturer of document processing and postal solutions, will roll out mySAP CRM initially within its North American service organization. Later, Bowe Bell and Howell will extend the implementation through parent company operations worldwide.
Bowe Bell and Howell said its CRM system lacked the integration and reporting capabilities necessary to proactively alert service agents with the most up-to-date customer account information.
With mySAP CRM, the company said it would be able to ensure that customers receive the service and support necessary to maximize the value of their investments.
Using the knowledge management and business intelligence capabilities within mySAP CRM, Bowe Bell and Howell will have an updated view of each service employee’s certifications, education and experience. When a service request comes in, the company can ensure that each customer is serviced by the most qualified technician.
In addition, for faster resolution of customer requests, Bowe Bell and Howell will link the mySAP CRM application to its existing geo-spacial system, enabling the selection and dispatch of the most appropriate service technician at the closest customer location.