DaimlerChrysler South Africa (DCSA) has implemented Captaris` RightFax solution, ensuring efficient, cost-effective fax communications between client service representatives in its SAP customer relationship management (CRM) environment and its dealer network.
Dave Burke, Chief Information Officer at DCSA, says its Zwartkops head office required an electronic document delivery solution to integrate seamlessly into the company`s back-end SAP and MS Exchange messaging platforms to support its CRM initiative. "DSCA`s SAP resources referred us to AmVia, the distributor of the RightFax solution in SA, since none of the other investigated products met our requirements of electronic fax transmittal from and into these environments."
Burke says AmVia business partner and DaimlerChrysler`s primary outsource partner, T-Systems South Africa implemented two RightFax Enterprise servers, with the server in the development environment providing fail-over functionality for the production environment.
"This configuration also offers DaimlerChrysler the ability to distribute essential fax processes for redundancy and load-balancing purposes."
With RightFax and an AMC gateway, Burke explains, faxes are assigned to client service representatives based on their availability.
Burke says with RightFax, DaimlerChrysler`s CRM agents are able to electronically receive, process and dispatch fax queries from and to the company`s dealer network from their workstations, enhancing productivity and service levels.
"RightFax also reduces DCSA`s document delivery cost, since manual processes such as printing, mailing or manually faxing documents are eliminated."
Burke says the RightFax solution has significantly increased DCSA`s operational efficiency within their CRM environment.
"RightFax renders data from DaimlerChrysler`s SAP CRM application into actual forms that the customer service representatives can electronically distribute directly to multiple communication channels, such as fax and e-mail, providing a scaleable solution which accelerates our business processes cycle times."
Moreover, flexible access to and control of faxed communications with dealers have introduced significant cost and timesaving for DCSA, he concludes.
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AmVia is a solution enhancing company focusing on messaging and convergence. Established in 1993, AmVia has built up an unrivalled reputation and market leadership nationally. AmVia provides flexible access to and control of all message types from any communication device in voice messaging, fax messaging, unified messaging and mobile messaging. www.amvia.com
T-Systems in South Africa
T-Systems IT & Telecom Solutions South Africa (Pty) Ltd, a solution provider with more than 1 000 employees, is based in Midrand and Cape Town. The company boasts a range of blue chip clients such as Sanlam, DaimlerChrysler SA, Murray & Roberts, Armscor, Uthingo, Denel and Senwes.
Further information on the company and its service offering is available online at http://www.t-systems.co.za.
T-Systems International GmbH
With revenue of 11.8 billion euro in 2001, T-Systems - a division of the Deutsche Telekom Group - is Europe`s second-largest integrated systems provider. By combining expertise in both information technology and telecommunications, it possesses the resources necessary to create true e-business and convergent solutions. T-Systems currently has approximately 42 000 employees in over 20 countries. The company is based in Frankfurt, Germany.
Further information on the company and its service offering is available online at http://www.t-systems.com.
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