Customer Engagement & Commerce: Case study: Lessons learned from a global SAP CRM Interaction Center and resource planning application implementation at Applied Materials

  • by Peter van Opdorp, Applied Materials
  • March 11, 2019
Learn how Applied Materials implemented SAP CRM Interaction Center and resource planning application (RPA) globally and rolled out a mobile app to dispatch 3,000 customer engineers internationally to create, track, and accept service orders.

Examine how Applied Materials — a global leader in providing equipment, services, and software to the semiconductor industry — revitalized its struggling customer experience by establishing a global call center to effectively manage and document customer inquiries. Learn how the company implemented SAP CRM Interaction Center and resource planning application (RPA) globally and rolled out a mobile app to dispatch 3,000 customer engineers internationally to create, track, and accept service orders. Discover firsthand from Applied Materials: 

  • How the company set up email response management system (ERMS) to manage a volume of 3,000 daily emails with attachments, and a content server solution to store email attachments
  • An overview of the Interaction Center and RPA functionality and the benefits achieved by the company using TinyMCE ERMS editor and a more user-friendly user interface 
  • Challenges Applied Materials experienced during and after project go-live, including performance issues and email display issues, and how the company resolved them

Peter van Opdorp

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