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Michelin wanted to create an integrated vision of each client through the use of a Customer Relationship Management (CRM) tool that could be shared internally with marketing and sales, and ultimately integrated with the company's Enterprise Resource Planning (ERP) system and reduce the time involved in providing customer service via the call center, especially when managing customer claims. The challenge was to centralize and provide the sales force with relevant customer information to drive transactions with greater added value and integrate the CRM tools with Michelin's product resellers' extranet, entering orders directly into the company's system to accelerate order processing and invoicing. Michelin implemented Oracle's Siebel Contact Center, enabling the company to reduce customer claims handling times by 50%.
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