Dow Corning Consolidates on SAP Software to Improve Sales and Service Effectiveness.
MIDLAND, Mich., June 28 /PRNewswire-FirstCall/ -- SAP AG today announced that Dow Corning Corporation, a leading manufacturer of silicon-based technology and innovation solutions for more than 25,000 customers in dozens of industries worldwide, has adopted SAP(R) Customer Relationship Management (SAP CRM) and SAP NetWeaver(R) as the foundation to unify its customer-facing business processes on a single, integrated SAP application platform. SAP and Cognizant have supported Dow Corning's transformation from a product-focused supplier into a customer- focused "solutions" company that collaborates with customers to solve business problems, seize new opportunities and find faster, better ways to achieve business goals.
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Using SAP CRM, SAP NetWeaver(R) Portal, SAP Net Weaver(R) Business Intelligence and Web-enabled mobile selling scenarios, Dow Corning is transforming its business network to more effectively work across company boundaries with customers. Leveraging its SAP platform based on enterprise service-oriented architecture (SOA), Dow Corning is improving customer intimacy and loyalty levels by integrating and improving cross-channel communications, sales and service to deliver more results-focused, personalized customer interaction. Dow Corning understands that delivering outstanding customer service experience requires a complex mix of integrated end-to-end business processes.
"The SAP Net Weaver platform helped us reframe CRM within Dow Corning so that our commercial teams can get to relevant information and tasks to support our customers across a variety of systems with simplified, "one-click" access," said Chip Reeves, director of Marketing and Sales Process, Dow Corning. "Flexibility from the SAP Net Weaver platform and Web services in an SOA environment is enabling us to innovate selling processes that are easy to use."
"We wanted a CRM solution that would not only help us provide our customers with a choice of how they interacted with our company, but also make it easier for our employees to use the system and more efficiently respond to customer needs," said Bill Pritchett, business process engineer, Dow Corning. "With SAP applications we get the best of all worlds-we've improved our business visibility, upped our number of customer self-service options and streamlined ease-of-use for our employees."
Previously, Dow Corning sales and service reps experienced difficulty navigating between the company's stand-alone Siebel system and other existing applications because the systems required entirely different interfaces. Leveraging integrated SAP applications on a consolidated technology platform, sales users now can log directly into a portal to access data such as new lead information and expense reporting with personalized screens. For mobile sales users, Dow Corning established a simplified system of qualifying leads. Sales representatives receive e-mail messages on their mobile devices with hyperlinks to a simple Web page, where they can quickly qualify leads by entering just a few fields.
"Companies continue to turn to SAP to help fuel their long-term business transformation goals," said Bob Stutz, senior vice president and general manager, CRM Global Strategy and Product, SAP AG. "With SAP, companies can successfully create a customer-centric enterprise-orchestrating all business processes around customers to help improve customer intimacy, service and loyalty, while streamlining operations in order to optimize results for the company."
Cognizant carried out the implementation in partnership with Dow Corning. The software successfully went live in 10 months.
About Dow Corning
Dow Corning (http://www.dowcorning.com/) provides performance-enhancing solutions to serve the diverse needs of more than 25,000 customers worldwide. A global leader in silicon-based technology and innovation, offering more than 7,000 products and services, Dow Corning is equally owned by The Dow Chemical Company and Corning Incorporated. More than half of Dow Corning's sales are outside the United States.
About SAP(R) Customer Relationship Management
SAP offers market-leading customer relationship management (CRM) solutions that help companies drive new growth, maintain competitive agility and attain operational excellence through customer-centric processes. Delivering best-in- class front-office capabilities and enabling end-to-end, industry-specific processes, the SAP(R) CRM application is simple, flexible and comprehensive, driving rapid user adoption and enhanced productivity. The software helps companies empower employees with the real time information and analysis they need to gain customer insight, acquire new customers, boost customer loyalty and build lasting relationships. With on-demand, on-premise and hybrid- delivery options, SAP offers flexible CRM deployment models that enable quick time to value and strategic CRM initiatives meeting both current and future business needs. For more information, visit http://www.sap.com/crm.
SAP is the world's leading provider of business software*. Today, more than 39,400 customers in more than 120 countries run SAP(R) applications-from distinct solutions addressing the needs of small businesses and midsize companies to suite offerings for global organizations. Powered by the SAP NetWeaver(R) platform to drive innovation and enable business change, SAP software helps enterprises of all sizes around the world improve customer relationships, enhance partner collaboration and create efficiencies across their supply chains and business operations. SAP solution portfolios support the unique business processes of more than 25 industries, including high tech, retail, financial services, healthcare and the public sector. With subsidiaries in more than 50 countries, the company is listed on several exchanges, including the Frankfurt stock exchange and NYSE under the symbol "SAP." (Additional information at <http://www.sap.com/>)
(*) SAP defines business software as comprising enterprise resource planning and related applications such as supply chain management, customer relationship management, product life-cycle management and supplier relationship management.
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|Date:||Jun 28, 2007|
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