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March 11, 2010

Exxaro Selects SAP's CRM Solutions to Manage Finshare Shared Services Center

By Anshu Shrivastava, TMCnet Contributor


Exxaro, a diversified mining company with operations in South Africa, has implemented the SAP (News - Alert) Customer Relationship Management 7, or “SAP CRM,” a CRM solution application from SAP.
 
With the deployment of this solution, the company expects to better manage the growing number of queries handled by its Finshare shared services center. Company officials said that this center handles a large number of activities on a daily basis, including direct inquiries from employees and vendors, and also payroll and accounts payable transactions.
 
Thanks to the implementation of SAP CRM, the center’s agents can now access real-time information, which in turn makes the organization better equipped to respond and resolve employee and vendor inquiries and process over 12,000 invoices every month efficiently. 
 
Exxaro said that it recognized that with the SAP NetWeaver technology platform it could integrate the financial and human resource information in its back-end enterprise resource management application, SAP ERP, with SAP CRM. Company officials said this will result in an end-to-end solution, linking the real-time information needed to improve the caller experience and overall efficiency of the Finshare center. 
 
Additionally, Exxaro is also using SAP Business Communications Management software. This software is an advanced, all-IP communication solution for contact-intensive call centers having multiple functions and locations.
 
The solution is also delivered as part of SAP Business Suite 7 software. Company officials said that it helps Finshare’s agents manage incoming queries efficiently by reducing hold and response times. In addition, it allows users the flexibility to contact the center via e-mail, telephone and fax.
 
The Finshare center supports inquiries in four languages. And, With SAP Business Communications Management, calls are quickly routed to agents that can assist callers in their preferred language, company officials said.
Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.

Edited by Kelly McGuire




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