A South African metropolitan municipality reduces resident complaint calls with periodic support of its SAP CRM on-premise system from Maventic
Maventic
MaventicAbout Client
The client is a metropolitan municipality focused on growing the local economy and providing infrastructure and service. It has a total population of 4.4 million.
Business Scenario
The client had implemented and was running its SAP CRM on-premise system for a while before the partnership with Maventic. With having to address a large volume of concerns from residents daily, there was a requirement for routine maintenance of its system to ensure smooth operation.
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:
Solution
The client decided that the best course of action was to optimize its service processes by eliminating the bottlenecks they were facing in its CRM on-premise system with the support of an experienced SAP on-premise CRM partner.
After evaluating a few SAP CRM partners, they selected Maventic for this support activity as the CRM architects at Maventic were the original CRM product development team leads at SAP and came to the table with a robust mix of techno-functional expertise.
Maventic performed a detailed audit of the client’s CRM system, analyzed performance bottlenecks, and built necessary indexes and code optimizations to enhance the system’s performance.
During this routine maintenance activity, Maventic identified several existing problems in the CRM system. One of them was that the client received complaints from residents daily regarding recurring errors in their household bills, wherein the billed amount and billing history were not fully visible. Maventic swiftly attributed these errors to a hardcoded condition in the CRM wherein only a record of 100 bills could be visible from the SAP ECC at any given time. Maventic utilized SAP ABAP to increase the N value to 1000 so that all the past bills could now be available to residents.
Benefits
As a result of the performance optimizations, the client could significantly reduce the volume of complaint calls from residents on errors in their household bills.
