Business software and solutions company SAP AG said yesterday that EarthLink Inc. selected mySAP Customer Relationship Management in a standalone implementation to help turn the Internet service provider into a more customer-centric organization.
With mySAP, 3,500 customer service agents will be able to respond more effectively to customer requests and position EarthLink's expanding line of dial-up, broadband, voice, wireless, Web hosting and Internet services, according to SAP.
SAP said EarthLink, Atlanta, 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 execute on its new initiative to deliver a broader range of product and service offerings.
By using 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 use the 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. Also, the integrated platform is expected to reduce the time and cost related to administration and maintenance.
EarthLink agents will use the multichannel capabilities in mySAP CRM to support more cross- and upsell opportunities across its global operations and improve service agent knowledge bases.
Melissa Campanelli covers postal news, CRM and database marketing for DM News and DMNews.com. To keep up with the latest developments in these areas, subscribe to our daily and weekly e-mail newsletters by visiting www.dmnews.com/newsletters
