Success Stories  to overview

SAP versus Siebel: KUKA relies on SAP CRM

Connecting branches, consolidating processes and master data, doing away with old systems: the introduction of a uniform CRM system enabled KUKA Roboter GmbH to create more transparency and effectivity in the sales and service divisions and took a big step in the direction of a 360° view to their customers. It was not easy for the company to decide on the optimal CRM system. The CRM product by Siebel was introduced for sales at KUKA Roboter GmbH a few years ago. It would, therefore, have been advisable to extend the existing system. However, an advantage of using SAP CRM was the high level of integration with SAP ERP - an aspect which is particularly important for the service division. In the end, it was the advantages and potential which arise from smooth integration with SAP ERP that convinced the company: KUKA decided to introduce the SAP Customer Relationship Management System, with the help of Sybit's preconfigured implementation package "CRM Professional".

Challenges

• Transferring the data from sales, service and headquarters into the CRM system
• Optimising the sales and service processes and integrating them into the existing controlling and financial accounting processes of the SAP ERP system
• Mapping external and internal sales, as well as order processing in SAP CRM:
  - Customer maintenance
  - Activity planning
  - Compiling reports of visits
  - Preparing quotations with product configuration
• Setting up a service hotline
• Mapping service order processing for assignments on location in SAP CRM:
  - Quotations
  - Service orders
  - Resource planning
  - Making material available to the customer or technician
  - Feedback by the technician (online/offline)
  - Invoicing for services performed

Results

• Optimised, integrated sales and service processes
• Raising the service business by optimised services
• Reduced administration costs in sales and service
• Forecasts for improved sales and material planning
• 360° view to customers and products by consolidating processes and master data worldwide
• Reduction in maintenance costs due to a lean infrastructure
• Reduction in infrastructure costs due to a focus on SAP

Success factors

• Sector and solution know-how
• Quicker project progress due to a pre-configured solution
• Swift project team for timely implementation
• Management attention for fast decisions and good internal marketing
• Small pilot branch for template start

Technologies

• SAP R/3
• SAP CRM