Adapting CIC for the Industry Sector

  • by Alicia Rodriguez Galvez, SAP CRM Consultant, Siemens Business Services
  • January 5, 2006
Learn how an air conditioner manufacturer implemented a customized version of Customer Interaction Center (CIC) to centralize customer support and improve the efficiency of its customer service representatives.

An air conditioner manufacturer wanted to coordinate customer support of its products, including replacement sales and customer services tasks. At this company, customer service representatives would answer the phone, check the customer information in a separate window logged in to R/3, and use standalone software not interfaced with R/3 to enter the customer’s information.

This process was time consuming for both the customer service representatives and the customers because the lack of coordinated systems and centralized information made it difficult for customer service representatives to find information quickly. Also, the company had no historic information about customers when they called, so customer service representatives had to log into R/3 and search for customer information at the time of the call.

Alicia Rodriguez Galvez

Alicia Rodriguez Galvez is a SAP CRM consultant working with Siemens Business Services. The internationally leading IT service provider of Siemens Group, Siemens Business Services offers services all along the IT service chain from a single source — from consulting to systems integration, right through to the management of IT infrastructures.

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