A spotlight on user uptake

User uptake determines the success of any project. Often an organisation has direct control of the users, e.g. R/3, and use of the solution is a key part of their role. However, users of the CRM solution are often very different to users of R/3, requiring a particular focus on user uptake. Users of the planned CRM solution may include: Customers, over whom there is no direct control Sales people, who are often out in the field and may not be technology literate Contact centre agents, where the usability of the solution is key to their productivity and the customer experience. Our approach includes a number of activities and tried and tested techniques, often specific to the target user base, designed to address the risk of poor user uptake for CRM projects.

Understanding the power of customer intelligence

The latent value in your customers and prospects is often unlocked through a combination of CRM and Business Intelligence (BI). BI has a key role in understanding your customers. For example their buying habits, their needs and their value to you as an organisation. Using this understanding to drive how, when and what the nature of the interactions are with each customer typically delivers significant value for the majority of organisations.

Bluefin's acknowledged BI expertise makes us an ideal choice. 

Helping you to leverage your existing skills

SAP CRM uses a number of technologies that may well be new to existing SAP users including CRM Middleware, Mobile Infrastructure, VBA, Java, J2EE etc. In addition, many of the concepts involved in CRM and how they can be applied are often unfamiliar.

Our flexible resourcing model enables us to minimise risk and reduce cost during the project and is supplemented by training and knowledge transfer to your existing in-house team, both during and post go-live.

 A focus on the internal customer

Whilst SAP CRM was originally envisaged as a tool to better enable interactions with external customers, many internal departments are also finding it the ideal solution for more effective management of interactions with internal customers such as employees. Typical examples include help desk functions for HR and IT.

Our SAP CRM team

Bluefin's team of experienced SAP CRM consultants have worked with a wide range of Blue-chip clients on innovative and diverse SAP CRM projects, including Customer Interaction Centre, Marketing & Campaign Management, CRM Online and Mobile Sales.