itsme manages and optimizes its customer relationships with SAP Sales, Service, and Marketing Cloud
With these cloud-based CRM and Marketing solutions, the industrial reseller and service provider aim to gain a better understanding of customer needs and improve service delivery, as well as enhance the effectiveness of their marketing efforts.
Getting to know the customer's challenges better
itsme provides technology and distribution services for the industry, machine construction, module construction, and industrial installers. In addition to the delivery of physical goods, a significant part of the added value lies in personalized service and additional services tailored to individual customers. To effectively meet these needs, it is crucial for them to understand the challenges that customers face.
“For us, it's all about human interaction; that's where our added value lies.”
Henk Oude Brunink, board member at itsme
The full SAP Customer Experience suite
With SAP Sales and Service Cloud, itsme gains access to an advanced CRM solution from the cloud. Employees have real-time access to up-to-date and comprehensive customer information and status updates on any device, at any location. They can manage appointments, capture opportunities, and handle follow-ups with the solution. SAP Sales and Service Cloud also seamlessly integrates with SAP ECC, the solution currently used by itsme for transaction management. Additionally, itsme actively utilizes SAP Marketing Cloud for lead generation optimization via the website.
Fit for the Future
The implementation of SAP Sales and Service Cloud is part of itsme's transformation program 'Fit for the Future.' Preparing for the future is a significant motivation for them to transition to SAP. “For us, it's all about human interaction; that's where our added value lies. Our employees determine whether we can provide our customers with the right information and solutions at the right time. SAP Sales and Service Cloud assists in that process, ultimately benefiting our customers,” says Henk Oude Brunink, board member of itsme.
“We are only successful if our customer is.”
Henk Oude Brunink, board member at itsme
According to Oude Brunink, this investment is also valuable for future-proofing. “We are only successful if our customer is. However, their needs and challenges are evolving. They increasingly expect tailored services, quick assistance with problems, and proactive collaboration. Additionally, developments such as Industry 4.0 introduce various automated processes. Components will soon know exactly when they will fail and need replacement. To benefit from this, we must thoroughly understand the customer, closely engage with them, and adapt to these new technological advancements. That's where we come in. SAP Sales and Service Cloud aligns perfectly with that long-term vision.”
A foundation for optimal customer experience
itsme also establishes a future-proof foundation to optimize customer experience and address individual customer needs. Taco Schallenberg, director at Acorel, explains the impact of combining the two SAP Customer Experience solutions on itsme's service delivery. “With SAP Sales and Service Cloud, itsme has access to an advanced CRM solution from the cloud. All customer information is available everywhere and everything can be recorded. From status updates to sales funnel insights, and from capturing opportunities to managing appointments and follow-ups. Additionally, there is seamless integration with SAP ECC, the itsme ERP system. SAP Marketing Cloud caters to itsme's Marketing Automation needs by collecting information about customers and prospects to provide the right customer information at the right moment.”
“People need time to get used to new methods. They need to experience the 'WOW effect.'”
Henk Oude Brunink, board member at itsme
The digital transformation at itsme
itsme aims to make rapid progress with the transformation, while considering the organizational changes and new ways of working that the solution entails. Oude Brunink: “People need time to get used to new methods. They need to experience the 'wow effect' and inspire themselves and each other. Internal processes need to be adjusted. Only when all these aspects progress in parallel can you get the most out of such a journey.”
