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CRM 4.0 implementation improves call center metrics for the leading provider of Delivery and CRM services
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| Client |
This organization is a Scotland based B2B organization providing innovative and dynamic consumer service, insight and fulfillment solutions to support our clients' customer relationship management (CRM) programmers. The company operates in 11 countries in Europe besides UK.
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| The challenge |
| The client manages the delivery process from the prescription stage to delivery and order refills of contact lenses. They had an SAP CRM 2.0 installation that used to operate the call center and the customers’ business. However, due to the limitations of the existing functionality (namely WebIC) the client decided to implement CRM 4.0 (not an upgrade). This would let the call center and the customer-facing business teams to operate seamlessly across geographies and improve on their service level metrics. |
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