Centricity helped SAP to streamline their inbound telemarketing
processes to become more responsive and customer-focused. The
program included all inbound product and service phone inquiries
as well as all emails from the "Contact SAP" link on SAP.com.
Customer Centricity performed as an integral part of the project
team which developed an end-to-end process for inbound inquiry
management resulting on a standard operating procedure and closed
loop process. The program included:
program for representatives
knowledge level of inbound team
extensive, tracking, reporting and analysis
Developed detailed decision diagram to ensure proper closed loop
successful implementation of this new process supported new
marketing campaigns as well as the launch of a new default web
page for use in the United States.