Reply is the place to meet an incredible variety of enthusiastic, passionate, ideas-driven people, who want to make a difference and an impact.Would you like to know more?
Gütersloh, 17 September 2009
The customer is king at HSE24. With the implementation of its "KIK" project (The customer is king) the home shopping specialist continues to provide excellent award-winning customer service. After a project run-time of 15 months, the syskoplan subsidiary cm4 has implemented the SAP CRM system that makes up the technical foundation of the project. Now the second project phase "KiK Sales" is underway. All of the selling processes for the multichannel department store are now integrated with all the other customer-oriented processes into SAP CRM.
As the syskoplan subsidiary and the general contractor for all project partners, cm4 has integrated all processes related to order processing into the SAP CRM system designed for the home shopping company. In addition to the service processes, all selling processes have been integrated into a homogenous system landscape with all the necessary internal and external functions existing on the same technical platform, including logistics, accounting and supplier management.
In addition to a Web-based call center user interface (UI), other channels such as the Web Shop and the IVR (Interactive Voice Response—speech recognition) are connected in "real time". "This is why we have implemented a multichannel-capable architecture that can also flexibly react to changes in the future. By tailoring SAP CRM, this standardized software can fulfill the high requirements of a multichannel department store," says Susanne Zander, partner at cm4 GmbH & Co. KG.
In the area of teleshopping, the processes for sales and customer service pose a greater challenge than in the case of conventional mail order sales. When a product is displayed, the call center agents, who take up to 73,000 calls a day, start to receive orders for it. Sales and customer service must be able to access the current data because this is the only way orders can be processed efficiently and as the customer would like. "The "KIK" project contributes decisively to improving the quality of service and the efficiency of our company. Our customers are rewarding us for this," says Norbert Paulus, department manager for Broadcast & IT and a member of the HSE24 general management. The home shopping company currently serves over 2 million active customers in Germany, Austria and Switzerland.
If you have any questions, please do not hesitate to contact us:
Tel.: +49 (5241) 5009-1137
About cm4 GmbH & Co. KG
cm4 GmbH & Co KG is a subsidiary of syskoplan AG and specializes in providing support for CRM processes in the B2C environment. It focuses on companies in the remote commerce area, and supports its customers in the implementation of integrated software solutions based on standard components from market leader manufacturers, especially from SAP. Founded in 1999 as a joint venture between the media companies Bertelsmann AG and syskoplan AG, cm4 has grown into the area of remote commerce with traditional means. cm4 has been a subsidiary of syskoplan AG since 2001.
About syskoplan AG
"Passion for IT": This has been the driving force behind syskoplan for over 25 years. The companies in the syskoplan Group implement innovative IT solutions. They use adaptable and agile IT platforms extended with customer-specific components to accomplish this. The benefits for the customers of the syskoplan Group are numerous: They receive a high performance, flexible and very efficient IT structure. Our solutions tailored specifically to the needs of the customer create sustainable competitive advantages and allow our customers to stand out in the market.
As a network of specialized companies, the syskoplan Group combines the performance of a large corporation with the agility and flexibility of small units. Common values are at the core of all business behavior in the syskoplan Group. These values are the foundation of the successful work we do for our customers. Approximately 440 employees generated sales revenue of 60.8 million Euros in fiscal year 2008. At the center of the Group is syskoplan AG, founded in 1983 and listed on the Frankfurt stock exchange since November 2000.
Since its founding in 1995, the home shopping company HSE24 has experienced a sustainable growth curve. During calendar year 2008, it achieved net profits of 352 million Euros (+10% more than the previous year). Around 2 million active customers make purchases regularly on HSE24. The multichannel department store successfully combines TV and Internet shopping under a single roof and reaches over 40 million households in Germany, Austria and Switzerland via cable and satellite. New to the broadcasting network is HSE24 EXTRA, the next level of expansion for the home shopping specialist’s multichannel product range under the HSE24 brand.