MAVENTIC

A leading power backup & residential solar brand streamlines its SAP CRM on-premise system with periodic support from Maventic

About client

The client is one of the top Indian power backup and residential solar solution brands with a presence in 30+ countries.

Business Scenario

Before partnering with Maventic, the client had implemented and run its SAP CRM on-prem system for over a year but needed help to get the requisite support to ensure the smooth running of its service operations.

Challenges

Owing to an increased focus on cloud/hybrid CRM solutions in the industry, there is an acute shortage of experienced partners who offer cost-effective and fully integrated support services for CRM on-prem systems. Lack of expert support services led to challenges for the client in scaling up its service operations due to:

Slow performance of the system owing to junk data, and inaccurate table indexing
Long manual processes
Frequent timeouts

Solution

The client decided that the best course of action was to optimize its service processes and increase productivity across its call centers to reduce overall call closure time.

After evaluating a few SAP CRM partners, they selected Maventic’s proposal to optimize the system’s performance in the first phase and further decrease call closure time in the subsequent stage with a dedicated L3 and L4 support team.

“Options were limited regarding the expertise we were looking for in a support partner for our SAP CRM on-prem system. It was, therefore, reassuring to hear Maventic’s proposal as their architects were the CRM product development team leads at SAP, and they came to the table with a robust mix of techno-functional expertise”, said XYZ, Luminous Power Technologies."

Phase 1

Analyzed performance bottlenecks and built necessary indexes and code optimizations to enhance the system’s performance.
Automated manual processes and uploaded data directly in the CRM on QM notifications and user and technical decisions.
Built a customer 360 view and provided easy access to call categorization data to the call centre personnel.
Reduced recurring errors in the master data with periodic checks and built necessary customizations, validations, and restrictions.
Adjusted the server size, balanced the load in line with the work processes, and generated early watch reports.

Phase 2

Configured iBase, a region-based warranty determination process (in addition to product-wise warranty) and a complaint resolution process with easy access to the relevant knowledge articles.
Configured happy and check calls to determine customer satisfaction.
Generated AMC leads and enabled call centres to follow up and drive more conversions.
Implemented a service tracking functionality to determine the number of open and closed calls per a TAT of 12, 24, 36, 72 hours, and more than five days.
Implemented another service tracking functionality for parts ordered by field sales engineers
Performed all necessary CRM configurations while migrating to SAP S/4HANA

Benefits

As a result of the performance optimizations and new processes in place, the client is now able to: