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"Already running SAP CRM 5.0 to support its call centers worldwide, the company decided to take advantage of the integrated
sales force automation capabilities within SAP CRM to support the sales processes."
Source : SAP
A Stronger Field Sales Force and Better Internet Sales
Sales Force is also known as :
Sales Force Structure,
Sales Force Management,
Service Sales Force,
Sales Force Automation,
Sales Force Software,
Sales Intelligence,
Sales Force Reporting,
Sales Force Data,
Sales Force Effectiveness,
Sales Force Benchmarking,
Considering Sales-Force,
Sales Software,
Sales Force Consulting,
Solutions Sales Force,
Sales Force Development,
Sales Assessments,
Sales Force Redefining,
Sales Force Resources,
Merchandising Sales Force,
Sophisticated Sales Force,
Improve Sales Performance,
Sales Performance,
Sales Process,
Leading Sales Force,
Effective Sales Force,
Sales Managers,
Sales Force Program,
Sales Force Strategies.
In the 50 years since its founding, the Swiss
company Endress+Hauser (E+H) has developed into an internationally leading group of specialists for measurement devices
and automated solutions for industrial process engineering. By implementing both the mySAP™ CRM mobile sales and e-selling capabilities, E+H
reinforced its market- and customer-focused orientation. The result: a stronger field sales force and increased sales
through the Internet.
INTEGRATED SOLUTIONS FOR INDUSTRIAL MEASUREMENT ENGINEERING AND AUTOMATION
Endress+Hauser (E+H) maintains a network of 41 sales and
service companies in 38 countries and 22 production locations
in nine countries. The direction and coordination of this world-
wide network lies in the hands of the holding company in
Reinach, Switzerland. The E+H product portfolio comprises
sensors and devices that measure and analyze flow, pressure,
temperature, and tank level and then forward this information
to sophisticated control technology. These products are primar-
ily used in facilities found in the chemical, petrochemical,
pharmaceutical, food, water and wastewater, paper, energy,
oil, and gas industries. At the end of 2002, E+H employed some
5,905 people and generated sales of
EXPLOITING NEW OPPORTUNITIES
The company continues to exploit new opportunities in order
to meet the increasing demands brought about by globalization.
In fact, software from SAP plays an important role in helping
E+H maintain a competitive edge, by enabling the company to
optimize its processes in areas such as product life-cycle
management and data warehousing.
The latest additions to the company's SAP infrastructure include
mySAP™ Customer Relationship Management (mySAP™ CRM)
and its e-selling and mobile sales capabilities. E+H InfoServe,
the E+H group's IT service provider, helped implement the
solution. Today, mySAP CRM helps E+H support its sales efforts
within the process industry – which includes selling products
to mechanical and plant engineering companies, engineering
consultants, engineering service providers, and retailers. It also
enables the company to offer first-class customer service.
ONE SHOP, THREE CATALOGS, AND 300 PRODUCTS
With mySAP CRM and its e-selling capabilities, E+H supports
its strategic Internet distribution channel with completely new
software that enables the company to offer more extensive,
convenient functions to customers. In France, E+H opened up
its first new SAP-based online shop for business customers
(www.fr.endress.com). As a result, customers have access to a
modern online shop arranged by division, with three catalogs
and approximately 300 products. Attractively designed, the site
does not just offer the user comprehensive and detailed informa-
tion, but useful assistance as well: For example, when customers
enter what they want to measure, the system responds with ap-
propriate product suggestions. It doesn't stop there: Customers
can configure individual elements themselves and customize
their products over the Internet. The integrated price functions
ensure that they know right away what their products will cost.
What's more, E+H's shop doors are open for anyone to “take a
look around” at any time, even without a password.
E+H plans to deploy more shops in other countries in the very
near future.
MOBILE PERFORMANCE FOR FIELD SALES FORCE
Around-the-clock availability is also something the E+H field
sales force wouldn't mind having either. With the introduction
of mySAP CRM and its mobile sales capabilities, the chances of
this becoming a reality are quite good.
Sales employees currently have access to all the information they
need, at any time and from anyplace, in order to prepare for cus-
tomer visits – including information about business partners
and contact persons, products, prices, and contracts. They can
plan their activities in a targeted manner, advise customers
regarding purchases, and quickly write up offers. Furthermore, a
unified database ensures that the internal and external sales
forces can work closely together. Eighty sales employees in the
Netherlands were the first to use the new system. After the com-
plete rollout, approximately 1,000 employees of the international
E+H sales team will be working with mySAP CRM mobile sales
capabilities.
For Stefan Laroque, marketing manager; Rainer Thalweiser,
manager of middleware applications; and Jean-Gyl Capt,
manager of E+H e-business, the first experiences with mySAP
CRM e-selling in France and mySAP CRM mobile sales in the
Netherlands affirm the company's current course: Design and
convenience of the online shop promote the frequency of visits,
while mySAP CRM and its mobile sales capabilities offer the field
sales force electronic on-site support. The result: greater produc-
tivity among the sales team and improved customer service.
| AT A GLANCE |
| Company |
Endress+Hauser, international supplier of measuring instruments and automation solutions (for the industrial process
engineering industry) |
| Task |
Optimization of IT support for the field sales force over the Internet |
| Solution |
Implementation of mySAP CRM e-selling and mobile sales capabilities |
| Benefits |
Improved customer focus, better service, reduced costs, greater transparency, more effective processes |