Processes and company organisation structure have been organised according to customer groups and aligned to customer requirements. This customer-oriented IT architecture requirement was met with the implementation of SAP CRM for a standard customer care and SAP NetWeaver™ as a systems integration platform. Syskoplan Reply designed and implemented major parts of the overall architecture. Thanks to the intelligent integration using state-of-the-art integration tools and incorporating existing banking systems, a service-orientated platform for innovative customer processes with high investment protection value was created.
As a financial services provider group of Volkswagen, Volkswagen Financial Services AG is a 100% subsidiary of Volkswagen AG. Its product range includes vehicle financing, insurance, corporate financing, Direct Banking and vehicle fleet management. Within the context of a multi-brand strategy, products are offered under various labels, such as Volkswagen Bank, Audi Bank, Volkswagen Bank direct, Volkswagen Versicherungsdienst (Insurance Services) and Europcar Fleet Services.
Volkswagen Financial Services pursues a consistent CRM strategy in customer care. Processes and company organisation structure have been organized according to customer groups and aligned to customer requirements. To support this organisational change, an IT structure was required which allows
These requirements had to be met by a product and division-oriented IT environment. The core applications of the existing IT environment are transaction-oriented banking systems in which customer accounts and contracts can be managed. These systems isolated the various customer-specific data from each other making an integral view much more difficult.
This customer-oriented IT architecture requirement was met with the implementation of SAP CRM for a standard customer care and SAP NetWeaver™ as a systems integration platform. Syskoplan Reply designed and implemented major parts of the overall architecture.
Based on SAP CRM interaction center Syskoplan Reply implemented a solution which included:
With assistance from SAP NetWeaver™ Process Integration, the banking systems, SAP CRM, as well as an existing business partner system and other systems, are incorporated into a comprehensive architecture. Thanks to this back-end integration, customer and contract data from various systems are merged and provided to the customer adviser. The solution platform is also used for the integration of letters, faxes and e-mails to provide these documents in an electronic form to the workstation of the customer adviser. SAP NetWeaver Portal™ constitutes the front end providing the various CRM applications within a standardised interface. In the portal, the customer adviser can navigate to the relevant banking system transaction at the click of the mouse.
Successful rollout: Following a smooth rollout to different departments and business units, the system has proved to be very stable and is performing very well. By now more than 2.000 users are working with the solution very successfully, that is being updated to SAP CRM 7.0. Satisfied customers: Customer advisers can now rely on a continuous process support ranging from customer contact (Front Office) to downstream processing and transaction execution (back office). They have a standard view of the customer data, together with the contractual relationships and fast access to all customer-related functions and information. Added value through integration: Thanks to the intelligent integration using state- of-the-art integration tools and incorporating existing banking systems, a service- oriented platform for innovative customer processes with high investment protection value was created.
Syskoplan Reply is a leading IT services provider in the SAP environment and develops innovative, flexible and reliable IT solutions, particularly in the areas of Customer Relationship Management (CRM) and Business Intelligence (BI). We implement innovative IT solutions, using adaptable and agile IT platforms extended with customer specific components. This enables our customers to differentiate in the market and create sustainable competitive advantages. In addition, our customers benefit from our close partnership with SAP, strong industry knowledge and our partnership based collaboration.