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Live from SAPinsider Studio: Festo USA on Contact Center Harmonization with SAP CRM

May 15, 2015

Federico Kamelhar, ERP/CRM Coordinator, Festo, USA, joins SAPinsider Studio during the CRM 2015 event in Las Vegas to chat with Ian Murphy of SAPinsider about how Festo standardized its global contact centers with SAP CRM. Topics of this discussion include:

  • Challenges with having disparate processes across 25 global contact centers, including lack of ROI visibility
  • Standardizing processes in SAP CRM for a clear picture of KPIs such as call length, response time, and agent productivity to significantly improve customer service and engagement
  • Using the solution to optimize warehouse and inventory management by increasing product shipments

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