Success Story: AlzChem's experience with SAP & SYBIT

Starting point

The AlzChem Group's old CRM system had simply reached its limits. The corresponding disadvantages were also the requirements for a new system: better usability with a modern interface, mobile capability, fast access to customer data, offline use, standardized, harmonized processes for the customer areas, analysis and reporting, comprehensive collaboration and integration into the SAP ERP system. The old CRM could not provide all of this. That is why there was so much dissatisfaction. AlzChem wanted a future-proof solution for all areas of the company. One of the main concerns were standardized sales templates that would accelerate internal processes and ensure a homogeneous approach to customers. The SAP Sales Cloud was the ideal solution for these requirements. Together with SYBIT, AlzChem managed to integrate the cloud solution quickly using a sophisticated project methodology. This was also because the Sales Cloud offered possibilities that had not been thought of in advance.

Results and highlights

• Highlight quotation form: A new quotation process including a quotation form was implemented that adapts to every area of the company: now AlzChem can create quotations very quickly and with just a few clicks that have a standardized layout, but still offer enough flexibility for manual adjustments such as prices, different approval processes, etc.; this new process significantly increased efficiency in quotation creation.

• Highlight master data reconciliation with the ERP: The reconciliation of debtors and goods recipients now works via the C4C; this bidirectional interface was crucial for automatically reconciling data and keeping it up to date; this has drastically increased data quality (over 200 duplicates were resolved, for example).

• Successful mapping of sales contracts: Distribution agreements, such as patent agreements with external companies, are now mapped in the system, including corresponding confidentiality and contract processes; this ensures a high level of transparency, as it is now immediately apparent which contracts exist with which customers; trademark license agreements can now be handled in full, users have real added value here, for example, they can search by keyword.

• Numerous concrete improvements: Telephone connection (CTI) creates transparency for calls, notes can be attached directly; server-side Outlook integration has been implemented, which works across platforms; now the integration allows field staff to work better: appointment scheduling, e-mail synchronization, better contact person search.

• Centralized data management is crucial: Efficiency in sales has increased noticeably; the mobile application of the SAP Sales Cloud has created great advantages, especially for the field service in the agricultural sector.

• KeyPoint in the project: The migration of the legacy CRM Genesis World to the SAP Sales Cloud was a major challenge due to the large number of attachments; the solution was SYBIT's own tool to allow the migration of attachments quickly and on a large scale.

• Success in marketing too: SAP Sales Cloud immediately enabled the first campaigns with KPI measurement.

• Unexpected benefits: For example, in the agricultural sector, county numbers can now be updated directly via the C4C

Conclusion/Outlook

AlzChem is pressing ahead with the digitalization of its processes in order to remain competitive in the long term. The company is therefore already considering the use of AI in the CRM system, for example. The keyword: using customer evaluation models, scoring, business card scanning, customer churn forecasts and chat bots etc. to generate knowledge and support users. Generating knowledge and supporting users. The next steps will primarily involve establishing additional analytics and reporting functions and further optimizing lead and opportunity management.