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| Case Study |
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Large Audio manufacturer enhances quality of service
by tuning into the voice of the customer
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By enabling a single consolidated view of a service request, Patni helped a large audio manufacturer create
more value for the customer through a significant reduction in call resolution time and improvement in
customer service.
The Client
The client is one of the largest
manufacturers of high-end
audio products catering to a
diverse number of industries.
The Challenge
The client's automotive division has built a reputed name in the industry
through the creation of value added audio products for leading automobile
manufacturers. The division maintains its competitive edge by consistently
raising the bar for service levels and upgrading products to meet customer
demands. The enterprise backbone consists of a SAP ERP and a Siebel CRM
system. Details about customer transactions were maintained in SAP, while
the details about communications between the client and their customers &
trading partners were captured in a Siebel CRM system. To achieve greater
efficiencies, the client was constantly on the lookout to optimize its
enterprise systems. However, in its quest to create more value for the
customer, the client faced a number of challenges like:
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Consolidating the customer feedback across disparate systems |
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Building an interface which would give a single consolidated view of a
service request across the SAP ERP and Siebel CRM system |
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Ensuring a mechanism to improve customer feedback with minimum
disruptions to the existing processes. |
The Solution
To achieve a clear view of a service request, the client wanted a solution, which would
merge the efficiencies of both the systems. This solution could then be used for monitoring
and enhancing the quality of service given to customers. This called for a service provider
who was proficient in the usage, customization and implementation of both Siebel and SAP
systems. Having won the confidence of the client in a number of previous engagements,
Patni was chosen as a strategic partner for guiding the client to achieve its objective of
enhancing customer service levels.
In the first phase, the team from Patni worked closely with the business and IT users to
analyze the specific needs of the client. During this process of evaluation, a decision to
enhance the functionality scope of the existing Siebel CRM application was taken. This
meant that the Siebel CRM system had to interface with the SAP ERP system while ensuring
that the customer master remained consistent with the one present in SAP.
Additionally, as Siebel was being used by another division, due diligence had to be taken to
ensure user security with no impact on the workflow.
To minimize the need for changing the processes, the team from Patni
collaborated with the business users to arrive at a common and
comprehensive business process that would be adapted across the
organization. Implementing the new processes in a web based
centralized interface made sure that the user experience was common
across all the service locations. This approach ensured that there was a
very high acceptance of the new system from the users which
significantly enhanced the quality of the data coming into the system.
Patni also worked closely with the business users to identify the
reporting requirements and also to ensure that the interface between
the SAP and Siebel systems was comprehensive and accurate. These
reports enabled the marketing team to accurately analyze the
customer needs accurately leading to effective and quick decision
making. For example, service orders, offers, invoices, dealers and the
entire service request can now be viewed through a single interface.
The Technology
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Siebel CRM. |
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The Benefits
A centralized and consolidated view of the customer feedback
meant that the client could now analyze the feedback and create
new/modified service offerings across the entire spectrum of
services that were being provided to the customer. This greatly
enhanced the customer retention process. Other significant
benefits include:
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Reduced call resolution time by more than 20% in 6 months |
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Reduced data errors |
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Enhanced product/service capabilities to meet customer
expectations by capturing customer feedback and passing on
the same to the engineering division for improvements |
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Enhanced service engagements between the client and their
OEM partners. |
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