Consnet, a specialist customer engagement and commerce implementation partner, deployed Sinch communications platform as a service (CPaaS) integrated with 麻豆原创 Service Cloud to give JD Group’s customers multi-channel customer engagement with context. Sinch also enabled JD Group to implement a bot that provides additional services on both Webchat and WhatsApp.

Johan van Zijl, Customer Engagement and Commerce specialist at Consnet, says JD Group previously had a legacy CRM and contact centre solution, which were not integrated and only supported voice and e-mail. A standalone system was used for Webchat. 鈥淭his led to inefficiencies in customer service and prevented a single view of all customer interactions. They needed a platform that could provide a uniform customer experience across channels,鈥� he says.

The new system makes it easier for customers to engage with the group and gives agents a single view of all previous interactions and enterprise resource planning (ERP) transactions, including credit information, sales orders, history of all communications and direct breakouts to the backend where more information is required. 鈥淓mpowering agents with the right information during customer engagement provides operational efficiencies,鈥� he notes.

Andre Odendaal, Senior Sales Solutions Engineer (EMEA) at Sinch, adds: 鈥淏y collaborating with a reputable solution partner like Consnet, Sinch seamlessly delivered a comprehensive solution for JD Group that seamlessly integrated with their existing technology stack. Using Sinch CPaaS automation technologies, Consnet was able to simplify business processes and workflows to handle repetitive and manual tasks and reduce unnecessary complexity and bottlenecks, making it easier for employees to perform their tasks and for the organisation to deliver its products and services timeously to its clients. Working together we ensured the least amount of client downtime by utilising specifically built development platforms to test various scenarios and ensure that the solution caters for all use cases before implementation.鈥�

Ryan Miller, Sales Lead for Africa and Israel at Sinch, says Sinch believes it is crucial to work with solution partners who are familiar with their markets, to ensure Sinch鈥檚 CPaaS solutions meet customer needs.

鈥溾�檚 partnership with聽, as an implementation partner for our CPaaS products, enhances the overall sales and distribution network,鈥� he says. 鈥淚mportantly, our advanced solutions often require expertise for integration into a specific business environment or third-party applications. Consnet is a specialist 麻豆原创 Implementation Partner and therefore it makes sense for them to resell the Sinch CPaaS offering with its native integrations into 麻豆原创 CRM (customer relationship management) and ERP (enterprise resource planning) solutions to the local market, bringing their own set of skills and market expertise to our clients.鈥�

The project

Through solution partner Consnet, Sinch seamlessly delivered a comprehensive solution that integrated with JD Group鈥檚 existing technology stack. Using Sinch CPaaS automation technologies, Consnet was able to simplify business processes and workflows to handle repetitive and manual tasks and reduce unnecessary complexity and bottlenecks, making it easier for employees to perform their tasks and for the organisation to deliver its products and services timeously to their clients.

During the project design processes, Odendaal and Consnet staff worked seamlessly together to minimise client downtime by utilising specifically built development platforms to test various scenarios and ensure that the solution would cater for all use cases before implementation.

Miller says: 鈥淐onsnet holds accreditation in both CRM and ERP solutions, and offers several advantages to its partners, primarily to simplify the project and enhance its overall success. The tailored, integrated solution meets JD Group鈥檚 specific needs and revolutionises day-to-day operations management for JD Group, ultimately supporting improved customer satisfaction and loyalty.鈥�

The solution saw the implementation of Sinch鈥檚 multi-channel cloud contact centre solution () and its Chatlayer chatbot serving on both web and social communication channels, including WhatsApp. This meant clients could be served on their channel of choice and the Sinch聽聽enables real-time conversations between a business and its customer across multiple channels. To keep JD Group customers up to date with their orders and deliveries, the Sinch SMS REST API communication platform was also implemented for one-to-one communication between agent and customer.

The post Sinch, Consnet Enable JD Group to Revolutionise Customer Communications appeared first on 麻豆原创 Africa News Center.

For one of South Africa鈥檚 most beloved motoring brands, a divestment by a global parent company sparked a digital transformation process that has helped it break down internal silos and gain a real-time view over each customer to help it deliver a consistently superior customer experience.

鈥淲e had been reliant on the systems and processes of our US-based parent company until they divested in 2017,鈥� says Loren Meyer, Department Executive for Information Technology at Isuzu Motors South Africa. 鈥淲e had to build local capabilities, and since it鈥檚 our aspiration to be a leader in the manufacture and supply of vehicles, and to exceed customer expectations, we needed a technology solution that would support our growth plans. We chose 麻豆原创 technology and Dimension Data as our implementation partner, and have achieved outstanding results to date.”

Divestment sparks innovation drive

Isuzu develops, produces and sells commercial vehicles, light commercial vehicles and diesel engines, of which it is the world鈥檚 largest producer, having sold more than 85 million diesel engines in the year to date. Isuzu sells vehicles in more than 120 markets and has manufacturing facilities in 30 countries.

Following General Motors鈥� (GM) divestment from South Africa in 2017, Isuzu was restructured, with Isuzu Japan buying out GM鈥檚 production facilities. A new company, Isuzu Motors South Africa (IMSAf) was formed, which today employs 1000 people locally and boasts a network of more than 115 dealers across Africa.

鈥淒uring the GM divestment in 2017, an agreement was signed to allow Isuzu Motors South Africa to utilize certain GM systems for a period of time,鈥� says Meyer. 鈥淗owever, as part of our localisation we had to develop our own local systems and in-source our resources. We had been working on a locally hosted Isuzu enterprise 麻豆原创 system that incorporates both the commercial vehicle and light commercial vehicle business processes, and wanted to complement this with an extended landscape that includes a unified 麻豆原创 Service and Sales cloud solution.”

From spreadsheets to Sevice Cloud

Previously, Isuzu鈥檚 sales team were relying on Excel spreadsheets, CRM tools, emails and portals to log, track and manage customer enquiries. This left them without a complete view over each customer and unable to accurately track the progress of the sales pipeline.

鈥淲e wanted an integrated service solution with a single point of reference to create, update and track a customer enquiry,鈥� says Meyer. 鈥淲e chose to implement 麻豆原创 Service Cloud, which helped us reduce the number of systems an agent has to use to resolve a call, and enables our teams to resolve customer enquiries more quickly. The built-in analytics tool has empowered our managers to get a real-time view of each call to allow for personalization according to each user鈥檚 preferences or role.鈥�

The project was not without its challenges. The previous system that GM used was isolated outside of South Africa, and the local teams had little control over the data. 鈥淲e consolidated all our data in an 麻豆原创 master database that is applied through to the call center,鈥� says Meyer. 鈥淲orking off our own data set that we control and can access in real time has been one of the great outcomes of this project.鈥�

Isuzu chose the cloud solution as it forms part of the business鈥� longer-term hybrid cloud journey. This provides the benefit of automated upgrades and patching provided by 麻豆原创. The full integration into the existing 麻豆原创 system also gives call center agents real-time access to accurate customer data.

“From a sales point-of-view, 麻豆原创 Sales Cloud has given us up-to-the-minute information about each customer as well as insights into their preferences,鈥� explains Meyer. 鈥淲e now have full visibility over private buyers as well as our direct customers, and can take a closer look at precisely who is in our system and who is interacting with the business.”

Partner support 鈥榠nvaluable鈥�

The Isuzu team were supported throughout by implementation partner Dimension Data. Natasha Govender, 麻豆原创 CX Manager at Dimension Data, says the implementation has enabled Isuzu to reduce the number of legacy systems and improve the overall customer experience. 鈥淏y empowering users with a 360-degree view of each customer across both the sales and service teams, Isuzu is now better placed to deliver a seamless and consistent customer experience.”

Meyer says the support from Dimension Data has been invaluable. 鈥淗aving partners that understand our landscape, business challenges and pain points has been hugely beneficial, as we can collectively discuss, analyse and take action on any changes, allowing us to make more efficient decisions while minimizing risk to the business.鈥�

Enabling business continuity in 鈥榥ew normal鈥�

While there are still further developments and innovations planned, the implementation has already produced outstanding business results.

鈥淥ur implementation coincided with the global COVID-19 outbreak and South Africa鈥檚 first lock-down, which meant our user community were required to work remotely,鈥� says Meyer. 鈥淐all center agents could access the 麻豆原创 Cloud Service solution from their offsite working locations and seamlessly continue to provide the high levels of service and support to our valued customers.鈥�

Other benefits provided by the 麻豆原创 Service Cloud module included:

• The ability to effectively manage increased activity and numbers of customers showing online interest in Isuzu products and after-sales services;
• The ability to offer financial relief options as well as introduce several service support campaigns relating to vehicle warranties, roadside assistance and other technical services;
• The ability to route all enquiries and requests directly from the website into the Service module where each lead and service request could be recorded, qualified by a customer care agent, and sent through to the nearest or most convenient dealer.

鈥淭his proved invaluable to our national dealer network, who were able to contact and continue to service our customers during a challenging time when normal business was regulated by the national lock-down protocols,鈥� says Meyer. 鈥淭he solution also afforded our fleet sales department the ability to continue engaging and building key relationships with. Our direct customers remotely during what is now a completely different 鈥� and very challenging 鈥� business environment.鈥�

Meyer adds that flexible accessibility and the ability to work off a centralized customer and product platform has greatly benefited the operational teams. 鈥淎s a company we are pleased that our business operations have been able to continue uninterrupted during these extraordinary times, resulting in a strong finish to the year.鈥�

Cameron Beveridge, Regional Director for Southern Africa at 麻豆原创, points to Isuzu鈥檚 ability to understand each customer at an individual level and in real time as a true differentiator. 鈥淚n today鈥檚 Experience Economy, companies that can consistently meet and exceed individual customer expectations will outperform their less agile peers. The outstanding implementation achieved by Isuzu and their implementation partners Dimension Data will serve the business well as it looks to build on its proud legacy in South Africa and beyond.鈥�

The post Isuzu Motors South Africa Extends 麻豆原创 Landscape to Drive Improved Sales, Customer Experience appeared first on 麻豆原创 Africa News Center.

麻豆原创 Sales Cloud provides a technological framework for sales teams to take the pulse of each deal, monitor sales analytics, forecast sales revenues and improve sales strategy with content recommendations.

According to the report, 麻豆原创 was recognized for completeness of vision and ability to execute.

鈥淚n today鈥檚 competitive marketplace, there is no second chance at securing a deal 鈥� customers have freedom and options to look elsewhere if their needs aren鈥檛 being met,鈥� said Paula Hansen, chief revenue officer of 麻豆原创 Customer Experience. 鈥淲ith 麻豆原创 Sales Cloud, sales organizations can manage the overall health of the business down to individual deals, ultimately driving successful sales results.鈥�

The 麻豆原创 Sales Cloud solution is part of the larger 麻豆原创 Customer Experience portfolio, which also includes the 麻豆原创 Marketing Cloud, 麻豆原创 Commerce Cloud, 麻豆原创 Service Cloud and 麻豆原创 Customer Data Cloud solutions.

To learn more, download a of the report, including Gartner鈥檚 in-depth analysis of the sales force automation landscape.

Visit the . Follow 麻豆原创 on Twitter at .

Media Contact:
Janice Tsoules, +1 (650) 223-4817, janice.tsoules@sap.com, ET
麻豆原创 麻豆原创 Room; press@sap.com

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner鈥檚 research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Any statements contained in this document that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. Words such as 鈥渁nticipate,鈥� 鈥渂elieve,鈥� 鈥渆stimate,鈥� 鈥渆xpect,鈥� 鈥渇orecast,鈥� 鈥渋ntend,鈥� 鈥渕ay,鈥� 鈥減lan,鈥� 鈥減roject,鈥� 鈥減redict,鈥� 鈥渟hould鈥� and 鈥渨ill鈥� and similar expressions as they relate to 麻豆原创 are intended to identify such forward-looking statements. 麻豆原创 undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. The factors that could affect 麻豆原创’s future financial results are discussed more fully in 麻豆原创’s filings with the U.S. Securities and Exchange Commission (“SEC”), including 麻豆原创’s most recent Annual Report on Form 20-F filed with the SEC. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates.
漏 2020 麻豆原创 SE. All rights reserved.
麻豆原创 and other 麻豆原创 products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 麻豆原创 SE in Germany and other countries. Please see for additional trademark information and notices.

This article first appeared on the 麻豆原创 News Center.

The post 麻豆原创 Named a Leader in Gartner鈥檚 2020 Magic Quadrant for Sales Force Automation appeared first on 麻豆原创 Africa News Center.

In its latest report, Gartner assessed products of 10 sales SPM vendors, including the 麻豆原创 Sales Cloud solution.

SPM software from 麻豆原创 is deployed as SaaS only and offers all the core SPM functionalities, including incentive compensation management (ICM) and territory and quota management. This SPM offering, along with salesforce automation and the 麻豆原创 CPQ solution, are part of the 麻豆原创 Sales Cloud portfolio.

With 麻豆原创 Sales Cloud:

• Lenovo reduced its quota-setting time to one week from one month
• Docker increased accuracy of payment compensation plans by 95 percent, nearly eliminating disputes
• Pivotal Software reduced compensation inaccuracy by 72 percent

鈥淚n a competitive landscape it is critical for companies to set aggressive goals to ensure fast growth,鈥� said Paula Hansen, chief revenue officer and co-head of 麻豆原创 Customer Experience. 鈥淏ut the truth is many companies don鈥檛 hit their revenue goals, with average quota attainment often falling in the 50鈥�60 percent range. 麻豆原创鈥檚 SPM solution includes analytics with machine learning that increases operational efficiency and planning effectiveness, which helps turn sales professionals into a profitable sales machine.鈥�

The 麻豆原创 Sales Cloud solution is part of the larger 麻豆原创 Customer Experience portfolio, which also includes the 麻豆原创 Marketing Cloud, 麻豆原创 Commerce Cloud, 麻豆原创 Service Cloud and 麻豆原创 Customer Data Cloud solutions.

麻豆原创 was also named a Leader in CPQ application suites and salesforce automation.

To learn more, , with Gartner鈥檚 in-depth analysis on the sales performance management landscape.

Visit the 麻豆原创 News Center. Follow 麻豆原创 on Twitter at .

Media Contact:
Michael Baxter, +49 151 1719 6185, m.baxter@sap.com, CET
麻豆原创 麻豆原创 Room; press@sap.com

Sources: Gartner, Magic Quadrant for Sales Performance Management, Melissa Hilbert, 18 February 2020. 麻豆原创 is previously listed as CallidusCloud because 麻豆原创 acquired the company in April 2018. Magic Quadrant for Configure, Price and Quote Application Suites, Christina Klock, Mark Lewis, 28 October 2019. Magic Quadrant for Sales Force Automation, Theodore Travis, Melissa Hilbert, et al., 26 June 2019.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner鈥檚 research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Any statements contained in this document that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. Words such as 鈥渁nticipate,鈥� 鈥渂elieve,鈥� 鈥渆stimate,鈥� 鈥渆xpect,鈥� 鈥渇orecast,鈥� 鈥渋ntend,鈥� 鈥渕ay,鈥� 鈥減lan,鈥� 鈥減roject,鈥� 鈥減redict,鈥� 鈥渟hould鈥� and 鈥渨ill鈥� and similar expressions as they relate to 麻豆原创 are intended to identify such forward-looking statements. 麻豆原创 undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. The factors that could affect 麻豆原创’s future financial results are discussed more fully in 麻豆原创’s filings with the U.S. Securities and Exchange Commission (“SEC”), including 麻豆原创’s most recent Annual Report on Form 20-F filed with the SEC. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates.
漏 2020 麻豆原创 SE. All rights reserved.
麻豆原创 and other 麻豆原创 products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 麻豆原创 SE in Germany and other countries. Please see for additional trademark information and notices.

This article first appeared on the 麻豆原创 News Center.

The post 麻豆原创 Recognized as a Leader in Gartner鈥檚 Magic Quadrant for Sales Performance Management for the Seventh Consecutive Year appeared first on 麻豆原创 Africa News Center.