Customer Centricity helped SAP to streamline their inbound telemarketing processes to become more responsive and customer-focused.  The program included all inbound product and service phone inquiries as well as all emails from the "Contact SAP" link on SAP.com.  Customer Centricity performed as an integral part of the project team which developed an end-to-end process for inbound inquiry management resulting on a standard operating procedure and closed loop process.  The program included:  

• New training program for representatives
• Increased knowledge level of inbound team
• New dedicated inbound manager 
• Developed extensive, tracking, reporting and analysis
• Developed detailed decision diagram to ensure proper closed loop treatment

The successful implementation of this new process supported new marketing campaigns as well as the launch of a new default web page for use in the United States.