The SAP, Waste & Recycling One SmartWorld CRM App
Customer Relationship Management
“Customer relationship management (CRM) is a business strategy that optimises revenue and profitability while promoting customer satisfaction and loyalty. CRM technologies enable strategy, and identify and manage customer relationships, in person or virtually. CRM software provides functionality to companies in four segments: sales, marketing, customer service and digital commerce.” Source: Gartner
Getting the Right Data
It all starts with the correct data. After identifying a target market and the need to solve a problem, the business needs to communicate the solution to the prospective customer. Lead data could be as simple as contact details and usually starts that way. After communicating for some time with your prospects the data could become far more comprehensive as knowledge and intelligence is built up through a range of interactions and collected on the prospective customer over time. The requirement to plan, collect, easily recall and act on this data in marketing, sales and customer service processes is of paramount importance.
To sell a product and service to a prospective company a need and a value are essential. To sell waste and recycling services, contact data, site, materials, collection, price and schedule is needed, at minimum. This is a complex list of requirements and if completed properly, requires a lot of information. In SAP Waste & Recycling One this data is provided automatically and from one source, master data. And presented in a quick easy format in the SmartWorld CRM App. The same data is used from lead, enquiry, to quote to draft and live order, ready for planning activities and to refine scheduling. Everything is correct. The data is in one application. Ready to carry out the work order ‘instruction’.
Correct Data, Profitable Quote
Managing the ‘Pipeline’
Contacts from lead and demand generation that have come from inbound and outbound activities are managed in SAP, Waste & Recycling One and the SmartWorld CRM App. Leads are tracked through configurable stages through a sales engagement process. Auditing qualification and the dialogue captured to provide suitable waste logistics and recycling materials activities to meet the prospects requirements.
SAP, Waste & Recycling One and the SmartWorld CRM App, helps manage a variety of sales and marketing activities. Weighted stages, activities, calls and meetings are all configurable so that the process of a sales engagement can be tracked through the quickest most efficient course of actions, meeting the needs and requirements of the prospect and converting to a profitable customer.
Traceable Activities for Performance Goals
Simply put, SAP, Waste & Recycling One and the SmartWorld CRM App manages a customer enquiry, the supplier sends a quote, the customer accepts and the order for services is progressed.
If this information is captured quickly, accurately, correctly and in one place, it not only looks impressive but also provides correct data in the rest of the process and allows for quick effective onboarding of the customer. SAP Waste & Recycling One and the SmartWorld CRM App’s data and process are uniquely integrated, from enquiry, quote, draft to live work order, ready to refine scheduling and for instruction of waste logistics. 4 easy steps, it’s that simple.
Quick Accurate Process for Happy Customers
It is critical when estimating and replying to an enquiry, that the work is going to be both completed to expectations and profitable. To have clear insight to service level agreements, when the work order can be completed and transparent internal (and subcontractor) costs to determine sales prices, is of course imperative when considering profitability.
This is managed in SAP Waste & Recycling and the SmartWorld CRM App by customer and supplier pricing master data. When the variety of attributes to the work order quote are chosen, material, costs, subcontractor use, lift cycle, frequency and pricing, for example, they are taken from centrally controlled master data. These costs are calculated against the quote requirements, can be authorised and dispatched automatically to fulfil the enquiry.
Profitable Quotes, Happy Management
When a quote has been completed, sent and accepted, the ‘quote’ (a draft work order) can be moved into planning and refined scheduling in one click. The data has been taken from one source, it is correct and accurate. So, when scheduled, completion of the work order can take place, swiftly, accurately, according to the data that has been collected in the quote process. And importantly according to the price, cost and profitability calculated automatically by logic from the customer and supplier pricing master data. This is the ease of working with one set of data, in one integrated software solution.
Correct & Profitable Planned Orders
Easy Customer Service
At any time in the enquiry to quote process or any post-sales process in SAP, Waste & Recycling One and the SmartWorld CRM App, an activity can be initiated, configured, assigned and tracked. A work order and the preceding stages are easily retrieved as all functionality is in one solution. There is a clear, auditable and accessible path to everything that has happened in the process. The activity can be raised at any stage in the process, from enquiry through to banking. Allowing for the improvement of customer service anywhere in operations, delivering greater competitive advantage and ability to cross and upsell.
The activity can be started anywhere in SAP, Waste & Recycling One. Although just a small part of the software it is a huge benefit of having one, integrated software solution. ISB Global has also extended this customer service set of activities to a web portal, facilitating communication between all parties in the process (Google ISB Global Web Portal Technologies). At any time the customer service user can filter a list of their activities, report on a range of key performance indicators, interrogate service level agreements in contracts, work order schedules, materials quality and any other process that requires follow up or customer service engagement.
Sequence, Access and Audit Customer Service Tasks
Activities and the associated functions can be initiated anywhere in the integrated software platforms. So, no matter where in the process, an activity, either for a sales opportunity or customer service enquiry can be started and assigned to a team member.
This function is simply not available if you use a separate CRM application. Starting an activity in this way aids in company-wide cohesion, allowing teams to communicate in an orderly, governed way.
Activities can be started on rules-based functions, creating a customer service activity and include any key performance indicators, internal documents or attachments. Referencing a knowledge base for rectifying challenges or difficult scenarios. Increasing the ability to deliver good customer service and keep it quick, accurate and integrated with everything else going on in the operation. Also speeding staff onboarding processes. A key differentiator with the integrated cloud software platforms, SAP, Waste & Recycling One.
Standardised CRM Process, Everywhere
Due to integration, using one set of data, governed and controlled by master data. Reporting is designed in process, so extracting data is automated. So, at any time, reports can be output and dispatched to users or any stakeholder in the business. Internal to the software, by email, published to an external web portal, any other device or even old-fashioned print.
In relation to the CRM, the quote has been completed, authorised and can now be dispatched, usually sent by email with a hard copy in the post. Simple. There is of course a wealth of other automated reporting, filtering and querying throughout SAP, Waste & Recycling One and the CRM App, such as customer service level KPIs attained by team members.
Throughout SAP, Waste & Recycling, reports, alerts and information are provided automatically, reducing the need for manual extraction of data. It is a governed, controlled process but with the flexibility and the ability to alter work flow to capture data, then report on it, delivering greater analytics and intelligence on all functional areas of the business. In turn allowing for increased and additional functionality and the ongoing development of the digital transformation strategy.
Automating Information, Increasing Intelligence