Even though OCME has been a leader in supplying packaging, palletizing and logistic systems since 1954, competition in this industry remains fierce. The market is characterized by few big players operating as suppliers, in addition to smaller companies specializing in one specific segment. As a medium sized business, OCME falls somewhere in the middle, and therefore competes in a very challenging arena. So how is OCME winning? You guessed it: superior customer service.
The Need for Speed
According to Gabriele Folli, OCME’s Marketing Manager, operations need to be flexible in order to sense and respond to customer requirements and market challenges immediately. “Our goal is to strengthen our presence abroad through the creation of local sales and service units in strategic countries and to be effective and rapid in meeting those challenges,” said Folli. “IT help is crucial for us.”
Enter the SAP Rapid Deployment Solution (RDS) for CRM, which OCME implemented in its Chinese subsidiary (pictured) in order to cover all processes related to sales, marketing, service and reporting. Why China? Folli says the branch is small, poorly structured and therefore serves as the ideal pilot project for the realization of a dedicated CRM system across the company’s entire enterprise.
“Fast delivery time was a key factor of success,” said Folli. “In just eight weeks the project went live within our Chinese branch.”
OCME uses SAP to track its production processes and more recently SAP Adobe Interactive forms were enabled for the company’s sales force. “The choice of a SAP system for CRM was a natural consequence in view of a total integration of all these processes,” said Folli.
Bountiful Business Benefits
In addition to the aforementioned benefits, Folli said OCME is finding tremendous value with SAP RDS due to its ability to easily integrate with legacy systems and different types of databases which supports OCME’s customer-centric strategy. OCME’s relationships between companies and customers are much easier to manage now because, according to Folli, “we can easily connect companies, products, people and information in a simple and intuitive infrastructure.”
OCME’s CRM project was developed with support from SAP Partner Altevie.
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