CRM Software Boosts Document and Mailing Firm

Bowe Bell and Howell (BBH) the document processing and postal systems provider has replaced a system from a competitor with systems from SAP.

Bowe Bell and Howell (BBH) the document processing and postal systems provider has replaced a system from a competitor with systems from SAP.

The mySAP Customer Relationship Management (mySAP CRM) will help to drive process efficiencies across its Bowe Bell and Howell's service organisation and provide a more intimate level of customer service, said BBH.

As postal legislation and the dynamics of the global marketplace continue to challenge mass mailing customers, BBH said it is responding by providing efficient, modularly designed, cost-effective document management systems and services to help companies more effectively organise paper-based and digital mail communications.

The company will roll out mySAP CRM initially within its North American service organisation and later extend the implementation through parent company operations worldwide.

BBH said that its system previously lacked the integration and reporting capabilities necessary to proactively alert service agents with the most up-to-date customer account information.

With mySAP CRM, the company will be able to ensure that customers receive the service and support necessary to maximise the value of their investments, it said.

Utilising the knowledge management and business intelligence capabilities within mySAP CRM, Bowe Bell and Howell said its customers will have an updated view of each service employee's certifications, education and experience.

When a service request comes in, the company can ensure that each customer is serviced by the most qualified technician.

For faster resolution of customer requests, BBH will link the mySAP CRM application to its existing geo-spacial (GPS) system, enabling the selection and dispatch of the most appropriate service technician at the closest customer location.

Ron Ridge, chief information officer at Bowe Bell and Howell, said: "We selected SAP because of its ability to combine postal industry-specific processes with the scalability to accommodate growth and flexibility to respond to industry changes.

The mySAP CRM system will empower our service technicians with timely customer insight to help us deliver quality, personalised customer service, whilst driving process efficiencies and lowering costs." John Tarascio, executive vice president for service operations at Bowe Bell and Howell, added: "Customer requirements are constantly changing based on industry progress, technological advancements and the fast-paced business requirements necessary to maintain high productivity.

The mySAP CRM system will help our more than 1,100 field associates - one of the largest service forces in the industry - provide excellent service 24 hours-a-day, seven days-a-week.".

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