Improved Customer Satisfaction and Loyalty for a Leading Global Manufacturer of Safety Products

Company Profile

A Global leader in the manufacturing of safety products provides a complete product range used by workers around the world in multiple industries.


Help a Global leader in manufacturing of safety products to revitalize its CRM processes operating on multiple legacy systems in order to achieve high customer satisfaction.

Business Challenge

A global CRM initiative was launched to improve customer satisfaction for its customers by improving poor response times, capturing accurate customer information and ensuring consistent follow through at all customer touch points. However, most of its customer management processes were running on departmental legacy systems & databases, which were working in silos with no sharing of information. Lack of integration with SAP and limited analytical capabilities resulted in delays, inaccurate information dissemination, and customer dissatisfaction.

Solutions Implemented

The client collaborated with Accrete Solutions to develop a CRM roadmap, identify quick wins and areas for improvement, and implement integrated solutions on SAP CRM, ECC and BW systems in incremental phases to achieve a quicker ROI. The client leveraged Accrete Solutions’ industry knowledge, CRM best practices, and SAP CRM expertise to streamline their sales and service business processes resulting in a single integrated CRM system. Accrete Solutions executed successful migration of CRM processes and data from their legacy systems to the integrated SAP (CRM, ECC, and BW) system.

Accrete Solutions initiated the project with its proven methodology of best practice service business process flows, identify core challenges in existing processes and design solutions to address them. The core solution was built around implementing SAP CRM functionality like Service requests, Service orders, Order scheduling, Service confirmations, Service Contracts, Installed base, Product service letters, Billing and integrating it with SAP ECC for logistics and finance.

Project Highlights

  • CRM Strategy and Roadmap
  • Single source of truth for Customer Information
  • Service Request Management
  • Complaint Management
  • Pipeline Performance Management
  • Quotation and Special Pricing Management
  • Customer Life Cycle Design and Clean-up
  • Sales & Service Process Improvements
  • Channel Sales Analytics and Operational reporting
  • Marketo Integration with SAP CRM for Campaigns and Leads
  • SAP CRM Integration with SAP ECC & BW


The integrated SAP CRM solution helped the company in having a single unified system for prospect and customer information including Service tickets, Complaints, Leads, Sales pipeline, Special pricing, and Quotations. It enabled quicker response times to customers and faster and consistent issue resolution. It increased sales effectiveness and provided additional agility in sales operations, due to readily available relevant prospect, customer, and channel partner information. It also laid the foundation for sales and services analytics in which the company can use data insights to better understand the bottlenecks, identify up-selling and cross-selling opportunities, and improve channel effectiveness. The new system will enable the company to achieve a 360-degree vision of global customer management operations.