Objectives, challenges and opportunities

• To establish a single source of truth for every Service representative as well as for Service managers for reporting purposes
• Change management approach applied for service teams, ranging from support to Quality Assurance, complaints management
• To implement an efficient process in Service management area using SAP ERP and SAP Hybris Cloud for Customer solution​
• Full integration with existing SAP ERP system

• No unified platform for service teams
• Lack of business strategy
• Identification and retention of high-value customers
• No input for customers targeting
• Disparate Service processes

Why SAP?

• Flexible, dynamic, fast, user-friendly and easy to understand and operate solution seamlessly integrated with SAP back office
• Preconfigured functionalities to support multiple business scenarios
• Constant, quarterly based upgrades with minimum impact on a running system
• Prepackaged integration

Implemented solution

• Planned Maintenance
• Ad-hoc services requests from Customers
• Field Service

Benefits

• All processes were unified on the new digital platform
• A complete overview of service agreements leads to better service support control
• Better visibility on paid and free-of-charge service support.
• Mobile access availability with no additional cost on HW infrastructure
• Higher efficiency of service requests solving, response via multiple communication channels possible
• Strengthened customer loyalty and satisfaction providing consolidated and fast after sales support

About the customer

Gulf Medical Company, Ltd. provides medical devices. The Company offers imaging, radiation oncology, digital radiography devices, as well as medical practitioners in the field of cardiovascular, critical care, ventilations, anesthesia, various surgeries, and veairway management. Gulf Medical Company serves customers in Gulf countries.