SAP C4C (SAP Cloud for Customers), SAP’s on-demand cloud-based Customer Relationship Management solutions, is one of the technologies that Mercury NZ deployed to enhance the organisation’s digital capability.
Mercury NZ, New Zealand’s provider of 100{8bf2b29f36318f0ac46ab1cc03d7035abce669a1cea16c9ed62389a818fa22fd} renewable energy, has won the category Best Run SAP CRM & Customer Experience in the recently concluded virtual event SAP Best Run Awards 2020 for Australia and New Zealand hosted by the President and Managing Director of SAP Australia and New Zealand, Damien Bueno and Australian TV personality Rove McManus.
Mercury NZ vied against IDP Education, Device Technologies, and Auckland Council for the Best Run SAP CRM & Customer Experience category, which assessed finalists based on the implementation of SAP solutions such as SAP C/4HANA, SAP Customer Cloud, SAP Marketing Cloud, SAP Commerce Cloud, SAP Sales Cloud, SAP Service Cloud.
SAP C4C, Commerce Cloud Winning Implementation
Mercury’s cloud initiative was started in 2015 and took a phased approach to mitigate the impact of the changes across the business, its people, processes, and technology.
In the NZ energy company’s pitch for the SAP Best Run Awards 2020, SAP C4C and SAP Commerce Cloud were the two selected SAP solutions that addressed the company’s identified CRM and customer experience related challenges.
Challenge 1
Mercury needed to update its outdated 20-year SAP CRM tool used by its customer-facing staff to align with the company’s strategy of transforming into a digital-first, cost-efficient retailer with the ability to focus on experience (X) and operational (O) data. The old CRM tool has simply become inflexible for the growing business needs of the company, which includes streamlining the staff workflow.
In collaboration with DBS consultants and SAP IBSO India, the energy company implemented SAP C4C/ Service Cloud as the first phase of its digitalisation that has created a foundation to simplify and automate the daily activities of agents across various business areas. With Service Cloud, agents now have easy access to customer data housed in IS-U in completing transactions, allowing them to focus on creating better customer conversations. Aside from the solution’s flexibility, its regular quarterly releases have given Mercury additional functionality that, consequently, enables ease-of-use for agents.
Service Cloud has enhanced both Mercury’s employee and customer experience with its modern and intuitive interface, giving the company increased insights about customers as well as increased accuracy and efficiency in handling their needs. With an improved digital capability, Mercury was able to respond to COVID-19 challenges quickly and had a 10-point increase in its NPS score in the last 12 months.
Challenge 2
Processing 40,000 customer connections annually, Mercury needed to streamline and connect disjointed sales and services processes to enable its agents to deliver accurate quotations and the right products in an efficient manner.
Mercury partnered with SAP IBSO India to implement SAP Commerce Cloud, Citizen Engagement Accelerator, and Multi-channel Foundation for Utilities to create a cohesive journey for both its employees and customers. Not only did the SAP Commerce Cloud integrate with its core SAP IS-U engine, but it also integrated with Mercury’s third-party service providers that allowed agents to create new products and services to sell.
As a result of the sales tasks being integrated into the Commerce Cloud, Mercury was able to achieve 6,700 hours productivity saving and a 33{8bf2b29f36318f0ac46ab1cc03d7035abce669a1cea16c9ed62389a818fa22fd} reduction in agents’ call length, contributing to annual financial benefits of between $2.5m- $3.1m.
Of the 10 categories in this year’s SAP Best Run Awards, Mercury NZ was also nominated in two more namely Best Run SAP Data & Analytics and The Chris O’Brien Award, which were won by NSW Rural Fire Service and WolliesX, respectively.
