Device Technologies, a major supplier of leading edge medical equipment and consumables to hospitals and healthcare professionals, will implement SAP Business Communications Management for its contact centres in Australia and New Zealand.
SAP partner BluLeader has been engaged to implement the solution, with the project expected to go live early in 2012.
Device Technologies already uses SAP ERP, CRM and Warehouse Management technology and needed a solution that could seamlessly integrate with these existing systems to provide an end-to-end client interaction system with full visibility of all client actions.
According to SAP, the Business Communications Management 7.0 application provides an advanced all-IP communications solution for multichannel contact centres and contact-intensive, multisite organisations, replacing traditional communications systems hardware with software-based IP telephony.
Device Technologies managing director Kevin Ryan said, “SAP Business Communications Management not only provides us with the functionality required for our contact centres, it also seamlessly integrates with our existing SAP systems, giving us a centralised, historical view of all customer interactions. We only have to deal with one provider and users are already familiar with the way SAP works from using existing ERP and CRM systems.”
Device Technologies has bought 50 agent licences for its contact centres, which handle inbound and outbound call, email, fax and SMS.
SAP ANZ head of solution management Mark Frear said that by installing this solution, Device Technologies can use communications-enabled business processes that will enhance marketing, sales and service activities.
“This new implementation will mean that Device Technologies can better leverage the expertise from its entire organisation and more effectively monitor customer interaction while ensuring close integration with its existing CRM system,” Frear said.
