A centralised contact centre, that will increase the efficiency of customer care, simplify and streamline the communication between distributions, business department and customers, was the main objective of the SAP Contact Center deployment in Plzeňský Prazdroj.

Why SAP?

The decision to implement the SAP Contact Center solution (SAP CCtr) has been contributed significantly to the availability of the full integration with the running SAP Customer Relationship Management (SAP CRM) and mobile solution for sales representatives covering all customer requirements.

Financial and strategic benefits

• Centralization of information on a single data repository, the possibility to handle the customer requirements from all over the Czech Republic to one contact center.
• Changing workload of sales representatives – focusing on building customer relationships.
• Customer service built on a single SAP platform.
• Easily measurable of operator’s work and the success of sales activities.
• Higher efficiency of operators utilization. 
• Higher customer satisfaction through regular contact with one operator.

Operational benefits

• 80% of orders originate from proposals created by the CRM system.
• Centralization of the call centre allows faster response to managing business offers .
• Sale representatives time is better utilized and focused on core business.