Talking
the language of SAP customers
SAP Business Objects - Inbound EMEA Activity
The Company
SAP Business Objects deliver industry
leading Business Intelligence and Analytics solutions to
thousands of businesses across the globe. Their core
value is to provide the tools that help businesses
develop essential high value insight into their
operations and performance.
The Challenge
SAP Business Objects needed
to offer an effective and professional interface
for their Business Objects and Crystal Reports
European market place; this interface was to
facilitate ease of communication with current
customers, prospects and distribution partners.
The key goal being that all inbound
enquiries from all European territories regarding
these products needed to be dealt with via an
integrated single process.
Without this capability
there was concern that it would be difficult and
confusing for clients and prospects to easily
reach out and make contact with SAP – the
consequence of this being that opportunities
could easily be lost.
The Outcome
ITTS deployed our Tele
Researcher team using our native language agents
to provide the ability to receive inbound
enquiries from all key EMEA locations; English,
German (Germany, Austria & Switzerland), French
(Belgium & Luxembourg), Spanish, Italian, Nordics
(Danish, Finish, Swedish & Norwegian) South Africa
& Poland.
From a single client brief
ITTS built appropriate processes and
infrastructure to ensure an effective and
consistent interface was available to the SAP
audience – additionally, ITTS screened all calls
to separate opportunity enquiries from all other
calls and then subsequently further engaged
these contacts to further qualify the SAP
opportunity, routing completed leads to the
appropriate SAP sales team.
ITTS have managed 17,000
inbound calls and have screened and responded to
72,000 emails in the 5 years this programme was
operational.
Why ITTS?
ITTS were able to build from
scratch all systems and infrastructure necessary
to handle and then process both phone, email and
web based enquiries from across Europe.
Key to the solution was
that we could offer SAP the convenience of
dealing with one central ITTS account manager
who could manage and control all aspects of this
service provision. By having
native agents who understood the business
culture of their target country we could ensure
an appropriate and positive experience for the
inbound callers. Also, by
having a centralised pan-European team in one
office we had complete control of agent tactics
and methods as well as the briefing material
needed to help direct the agent activity.
As the project unfolded we were also able
to share successful tactics and processes from
one language team to another which again helped
ensure optimal business practices were exploited
across the project.
