Together with vendor partners, Siemens and SAP Africa, Business Connexion has implemented the first SAP CRM version 4 automotive industry solution at Volkswagen in the Eastern Cape.
The implementation has allowed the Uitenhage call centre to seamlessly communicate with the motor manufacturer`s dealers throughout the country, as well as its customer base in SA.
"Installing SAP version 4 at Volkswagen was a great experience for Business Connexion. It was particularly exciting as it afforded us the opportunity to work with Siemens on the telephony side, which up until now, we haven`t had much chance to do," comments Chris Jones, senior manager at Business Connexion`s CDE Competency.
Dealers across the country can now communicate via fax, phone or e-mail through the central call centre. SMS is also used to inform dealers of outstanding issues. Queries and orders can then be processed through appropriate channels to provide an immediate and superior service.
Workflow is used to monitor the communication among customer, dealer and VW ensuring that information is distributed to the right people in a timely manner.
Siemens supplied its Hi-path telephony solution and Jones says the link between the telephony system and the CRM system was completed in just seven days, a major first for SAP CRM V4 and Siemens Hi-Path.
"The normal time for this kind of job would have been around a month. This was a high profile job and everyone on board was excited to see it completed. More than that, we were fortunate to have a highly skilled team working on the project and the speed with which it was completed is testament to the level of expertise available to us."
Volkswagen South Africa has a strong relationship with its German parent and the regional offices are often held up as the benchmark for technical innovation.
Currently the local plant exports half of its finished product, which accounts for around 2% of VW cars made globally.
"The collaboration with Siemens on this project suited us very well. In this instance Siemens clearly had a superior technical offering and our team was well suited to work with the Siemens technology," Jones concludes.
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