Robust and Sophisticated Contact Center with SAP CRM 2007 (6.0)  

Project Objectives

Contact Center Empowerment, provide optimized CRM processes that are repeatable, reproducible and enhances customer experience. Establish an end-to-end process that integrates marketing leads all the way through opportunities, forecasting and quotations/order. Enable the business to have an integrated view of customer interactions across Sales, Service and Marketing

Solution

Deployment of  IC Web client based contact center solution for managing customer actions over multiple channels. Implemented an integrated and sharing customer data model within SAP CRM 2007 solution; to be leveraged by other business units and projects. Deliver a real time interface between SAP CRM 2007 and Salesforce.com using SAP PI. Optimized and balanced customer service resource load serving different customer channels. Delivered closed loop reporting and KPIs supporting the project objectives and measure success.