The SAP Service Cloud implementation provides a comprehensive view of the available communication channels. SAP’s intuitive overview screens combined with flexible analysis allow Česká zbrojovka to monitor the services provided and generate reports. The SAP Cloud Platform Integration solution was used for integration with the existing ERP (or SAP S/4HANA) system.

Česká zbrojovka started using this system in April 2022, today Česká zbrojovka can use the knowledge database, work more closely with its partners, increase efficiency and productivity and predict and analyse more easily possible scenarios.

Challenges and opportunities

• Limited support of service agents in handling warranty and post-warranty service requests.
• Limited support of service agents in handling queries and complaints.
• No holistic view across communication channels.
• No real-time overview of service activities.

Objectives

• A support of service scenarios.
• A a holistic view across all communication channels such as e-mail, web, chat, phone, and social media.
• A real-time overview of service activities.

Scope of the implementation

• SAP Service Cloud deployment.
• SAP Service Cloud integration with the existing SAP S/4 system using SAP Cloud Platform Integration.
• Customer extensions of weapon parts layout called from a ticket in SAP Service Cloud to the existing eSales solution.

Why SAP?

• The solution supports service scenarios.
• The solution provides a holistic view across all communication channels, such as e-mail, web, chat, phone, and social media.
• The solution incorporates powerful analytics tools for real-time overview of service activities.
• All SAP systems include standard integration scenarios for relevant master and transactional data.
• The solutions are available on mobile devices.

Benefits

• Increased efficiency of service agents in handling warranty and post-warranty service requests, or complaints and queries.
• Access to a knowledge database.
• Mobility.
• Support of multiple communication channels and
  a holistic view across all communication channels, such as email, web, chat, phone and social media.
• Real-time analysis of service activities.

Obout the customer

Česká zbrojovka a.s., based in Uherský Brod, Czech Republic, is one of the main operating companies of Colt CZ Group SE. It is a major manufacturer and supplier of firearms for civilian, armed forces and law enforcement customers. The company exports its products to more than 90 countries around the world.

Colt CZ Group SE, together with its subsidiaries, is one of the world’s leading manufacturers of firearms for military and law enforcement, personal defence, hunting, sport shooting and other commercial uses. Its products are marketed and sold mainly under the Colt, CZ (Česká zbrojovka), Colt Canada, CZ-USA, Dan Wesson, and 4M Systems brands. The Colt CZ Group includes companies such as Colt, Česká zbrojovka, Colt Canada, CZ-USA, 4M Systems and CZ Export. The Group also holds a minority share in Spuhr i Dalby, the Swedish manufacturer of optical mounting solutions for weapons.