Success Story: GIRA's experience with SAP & SYBIT

Task

Efficient customer support is the be-all and end-all for Gira Giersiepen Gmbh & Co. KG. The Radevormwald-based company produces switches, socket outlets and a wide range of modern smart home solutions that are installed worldwide. As the products are not sold directly to end consumers, maintaining relationships with wholesalers, architects, property developers and electricians is of paramount importance to the company's success.

With the introduction of the SAP Sales & Service Cloud, Gira paved the way for efficient and integrated customer management. The system gives sales, service and marketing a 360° view of all customers and target groups. Gira thus gains transparency and can consistently align its processes with the customer. Efficient sales planning and control is achieved on the basis of extensive evaluation and reporting options.

Requirements

• Optimization of customer-oriented core processes Better data quality
• High level of user-friendliness
• Consistency of processes.
• Increased system performance Integration into existing IT landscape Use of mobile devices
• Elimination of media discontinuities

Technical solution

• Replacement of the existing sales tool based on Lotus Notes
• New integrated system for sales, marketing and service based on SAP Sales Cloud
• Integration with SAP ERP
• CTI integration via Frings adapter
• Groupware integration with Riva
• “Building object add-on” for building object management

Result

Numerous positive responses from users confirm the high level of acceptance of the new, integrated system: since the CRM system was introduced in January 2018, Gira has added around 20,000 opportunities to the database and processed 160,000 tickets. The master data quality has increased dramatically. Customer inquiries and queries are processed promptly; employees outside of the original customer service department can also be involved. The SAP Sales & Service Cloud is integrated into the relevant existing systems, such as the ERP. The additional SYBIT solution “Construction Object Add-on” enables the recording of all information on construction objects that is important for processing by Key Account Management.

The service department now has all contact channels covered by one tool. Customer inquiries can be processed centrally. All subsequent process steps, including cross-departmental ones, are covered by the tool. Reporting functions help to continuously improve these customer-oriented processes. Marketing receives all the customer information it needs for its marketing activities. Marketing campaigns are transparent in the system; marketing results are stored in the system in the form of leads so that subsequent processes can be started seamlessly.

The tool enables the sales department to align its activities with the Gira customer value model and thus develop customers in a targeted manner. Reports support efficient and effective sales planning and management.  The new intelligence of the system pays off for Gira: Greater transparency enables even more successful customer care.