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| Case Study |
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Patni helps a Document Management Company enhance customer responsiveness
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An efficient SAP CRM solution implementation significantly improves efficiency of operations and drives down operating costs
The Client
A large company engaged in providing integrated mail and document management solutions.
The Challenge
The client planned to integrate various business processes across the organization in order to improve their agility and deliver shareholder and customer value through faster and more efficient operations.
The client objectives were to:
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Implement a single ERP system for an integrated approach to maintain accurate and complete customer data and transaction information |
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Integrate all order-to-cash and leasing functions to streamline operations and reduce costs |
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Data conversion from legacy system into SAP including interfacing and reconciliation between the SAP and Siebel systems |
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Provide accurate and timely information for better decision making |
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Manage customer relationships more strategically making it easier for customers to do business with them |
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Drive down operating costs by 5% resulting in annualized savings |
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Reduce the level of complexity, effort and time required to maintain and run all their systems |
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Reduce time taken for accepting orders by 75%. |
The Solution
The client decided to implement SAP CRM software for all their Customer Relationship Management activities. After understanding the business requirements and the aggressive implementation time frames, Patni suggested an on-site / offshore model for this project.
Patni was responsible for:
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Creating specifications to integrate processes across applications and business units |
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Introducing standards and procedures based on Six-sigma methodologies |
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Improving system performance using efficient coding and design techniques |
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Developing innovative methods to meet user requirements and in-house software for custom reports and interfaces |
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Development of a real-time interface with Dun and Bradstreet and in-house database using SAP CRM like BDT (Business Data Toolset) and BADI (Business Application Development Interface) to validate customer information. |
The Benefits
The SAP CRM database was a centralized source of customer information for all business units. Some of the benefits were as follows:
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Reduced operating costs by 5%. |
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Eliminated over 2 million duplicate and obsolete records during implementation which resulted in reduction of incorrect mailed invoices, equipment shipments and pick ups. |
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Consolidated and reduced the approx 200,000 Customer Account Numbers to less than half that number during implementation. This reduced the compensation adjustments. |
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Standardized customer creation and maintenance processes across business units reduced the consolidation efforts required for business information reports. |
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Introduced new processes and creation of knowledge repository helped the client move to a process oriented approach. |
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Increased the accuracy of information thus reducing billing errors and resulting fines. |
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