With more than 600 employees, Schwäbisch Hall Facility Management GmbH, a one-stop provider for anything to do with building and facility management and document services, has replaced its old CRM system by the SAP Sales Cloud solution. The order for implementing this solution was awarded to FIS, official SAP sales partner for cloud products in the C/4HANA environment.
The trend towards cloud services and consequently towards mobile access to customer data and processes in the CRM area is obvious. SAP is further promoting the standardization in this area through its C/4HANA Suite. The convincing technical future prospects of this solution were the decisive factor for Schwäbisch Hall Facility Management to replace the former CRM system by the SAP Sales Cloud module of the C/4HANA Suite.
The sales and marketing department generates Sales Cloud leads and can create various follow-up activities (phone calls, dates, tasks, e-mails). In its further course, a lead may turn into a sales opportunity, be valuated with estimated revenues and amended by products or services. Moreover, the company maintains its entire stock of addresses in the Sales Cloud. New entries and processed address data records will automatically be replicated into the SAP ERP system. In a preliminary stage, FIS combined the datasets of different systems (predecessor CRM, Lotus Notes) in the Sales Cloud and created a number of required customer-specific fields in the address data.
At the same time, the FIS team optimized the order processing and service processes of Schwäbisch Hall Facility Management in the environment of SAP SD/CS. As a result, the company standardizes all of its CRM and ERP processes in SAP. The long-standing SAP competence of FIS, an SAP Gold Partner, was necessary in order to continuously combine the ERP core processes with the CRM system. Since October 2018, the sales department has been able to not only create leads but also quotations in the Sales Cloud, add products and generate an automated price determination from the ERP system. The quotation is sent directly from the Sales Cloud to the customer. There is no need to create it in SAP, which will only happen once the quotation has been accepted by the customer. Only then will an order be created in SAP SD and returned to the cloud.
The advantages of the cloud-based CRM solution for Schwäbisch Hall are obvious: The user-friendliness has improved significantly. Sales employees are able to analyze in detail the entire purchase process initiation process, use mobile apps for it and have access to a shared data basis. It is also possible in the future to connect further systems of the C/4HANA Suite, such as SAP Marketing Cloud.