Client: Telemarket Challenge: Telemarket carried out a study to reshape its information system. All its product databases were split between different systems. Besides, the call center as key stone of Telemarket's business, had to be reorganized. Solution: Telemarket management decided to redesign all its product referencing process using SAP for Retail. Results: The implementation of SAP for Retail was a key element to achieve Business Plan's objective: 100% of customers satisfied. Today, the number of customer order-related problems have been divided by eight. Related Information Contact us and let our experience help you produce results. Read the full-length Telemarket's success story. Download the file

Telemarket is a cybermarket supplying fresh or frozen food, grocery and hygiene-beauty products. In order to improve its product referencing and management processes, as well as its after-sales customer service, Telemarket chose SAP for Retail and mySAP CRM. This software was implemented with CSC's assistance and deployment was carried out in four months. The project has enabled the cybermarket to increase customer satisfaction.

Assessing the referencing and product management processes
With CSC's assistance, Telemarket carried out a study to reshape its information system. Telemarket's top management decided to ask CSC to assess the referencing and product management processes. The diagnosis was brutal: it was imperative to implement an ERP package. SAP was selected.

Keeping 100 percent of delivery promises
"The implementation of SAP for Retail is a key element to achieve our Business Plan's objective: 100 percent of customers satisfied. Today, the number of customer order-related problems (e.g. product unavailability, order/invoice discrepancies, delivery delays, late answer to customer messages, etc.) have been divided by eight. Our objective is to keep 100 percent of delivery promises. The SAP solution fully helps us to achieve that aim," says Olivier Le Gargean, General Manager, Telemarket.

Improve Customer Relationship Management
To reach its customer satisfaction objective, Telemarket management also reorganized the customer relations function (call center) using mySAP CRM. "With a new generation platform, we benefit from the ability to track any incoming or outgoing contacts (calls and e-mails)," says Le Gargean.

"In addition, mySAP CRM increases operators' effectiveness, with the support of preestablished scripts varying with each customer's context. This strategic tool enables us to improve the quality of the services from our customer relations department and, consequently, to better retain our customers," he added.