Ariston Thermo Group implemented SAP CRM

On November 11, 2016 the Ariston Thermo Russia company implemented a customer relationship management system (CRM).

Ariston Thermo Russia (2016)

Project Objectives

The customer relationship management system (CRM) introduced by representative office of Ariston in Russia is intended for increase in process performance of sales and marketing, and afterwards - and for more effective work with clients. This strategic decision is intended to unify business processes of the company in all markets.

Project Progress

Specialists of Ariston select 4 clusters of processes in relation to CRM. The first two from them are directed to regulation service and maintenance: Direct service (consumer support by forces of own employees) and Indirect service (consumer support by forces of the authorized service centers).

Ariston made the decision to unify processes and data for all four clusters in all markets and to automate them based on one solution – the SAP CRM platform. As pilot projects automation of clusters of Direct service was selected from Russia and Italy by Sales force in Russia and Turkey.

Project Results

Within automation of Direct service "Ariston Thermo Russia" created the Internet portal for the service centers. It allows to register requests for repair, reports on the carried-out works, service contracts and also to create necessary primary documents. The portal closely interacts with the accounting system of SAP ECC thanks to what all process of financial accounting becomes more transparent and is controlled at each stage.

Within the project on Sales force automation specialists of sales department received tablet computers with installed application of SAP. It allows to keep the customer base, to plan meetings with clients, to carry out monitoring of outlets and also always to have near at hand all required materials (the directories, price lists training benefits). Besides, now heads of departments of marketing and sales can be aware more quickly of everything that happens in the company and to have the finger on the pulse of the market.

"The client was always and remains the center of our business. All our activity is directed to improving service, to provide maximum efficiency of marketing and sales and to propose to the client the solution which is most suitable it. Therefore implementation of CRM is very important step for the strategy of Ariston in the field of customer interaction." Andrey Kazakov, marketing director "Ariston Thermo Russia"