STERLING HELPS YOU BALANCE TODAY”S NEEDS WITH FUTURE IMPERATIVES
More than ever, in today’s challenging business environment, best-run companies are staying focused on their most valuable assets – their customers. Companies seek to retain their best customers and maximize the effectiveness of every customer interaction – whether it’s sales, service, or marketing. And Sterling helps you acheive your goal by helping you implement SAP’s CRM solution
SAP Customer Relationship Management (SAP CRM) includes features and functions that support core business processes in the following areas:
Analyze, plan, develop, and execute all marketing activities through all customer interaction points. This central marketing platform empowers marketers with complete business insights – enabling you to make intelligent business decisions and to drive end-to-end marketing processes.
Maintain focus on productive activity to acquire, grow, and retain profitable relationships with functionality for sales planning and forecasting, territories, accounts, contacts, activities, opportunities, quotations, orders, product configuration, pricing, billing, and contracts.
Reduce the cost of service while enhancing customer satisfaction with support for sales and marketing for service; service contract management; customer service and support; return and depot repair; field service management; warranty and claim management; installation and maintenance; parts logistics and finance; and service analytics. Call centers, channel service, and e-service provide multiple channels for service delivery.
Partner channel management
Attain a more profitable and loyal indirect channel by managing partner relationships and empowering channel partners. Improve processes for partner recruitment, partner management, communications, channel marketing, channel forecasting, collaborative selling, partner order management, channel service, and analytics for partners and channel managers.
Maximize customer loyalty, reduce costs, and boost revenue by transforming your interaction center into a strategic delivery channel for marketing, sales, and service efforts across all contact channels. Activities such as telemarketing, telesales, customer service, multifunctional shared service, and interaction center management are supported.
Increase sales and reduce transaction costs by turning the Internet into a valuable sales, marketing, and service channel for businesses and consumers. Increase profitability and reach new markets with functionality for e-marketing, e-commerce, e-service, and Web channel analytics. Deploy these capabilities directly against the SAP ERP application or with SAP CRM as a fully integrated customer channel.
Business communications management
Improve contact center and communication-dependent business process effectiveness and reduce costs through SAP Business Communications Management – an all-software, IP-based communications solution, natively integrated with SAP CRM. Whether customers contact your company by phone, e-mail, chat, text message, or fax, SAP Business Communications Management routes the contact to the right person with the right skills, whether the person is in the office or working remotely – all without the need for costly, cumbersome hardware-based communications systems, significantly reducing total cost of ownership.
Real-time offer management
Advanced recommendation engine that optimizes any decision-making process across all customer interaction channels, enabling you to take the most appropriate next action to enhance customer relationships and maximize your customers’ lifetime value.
SAP CRM also supports several industry-specific processes with functionality designed to meet the individual needs of diverse industry groups, for example:
Trade promotion management
Empowers account and trade managers to improve control and visibility of the entire trade promotion process.