itsme optimizes customer experience: "We are only successful if our customer is."
Solutions
Offer all your customers a clear and personalised shopping experience through every touch point – both online and offline.
Really get to know your customer and use the power of actual insights to recognise sales opportunities immediately.
Provide your customers with personal service during the entire customer journey and always keep your promises.
Drive conversions, order frequency and order value through the power of personalized omni-channel campaigns.
Our services
We believe in successful projects and even more in successful customers. The implementation of SAP software must take place within the lead time, scope and budget. But does this also mean that your organisation will automatically be more successful?
We believe in healthy data flows. We therefore reduce data complexity to improve operational stability. This makes processes more flexible and makes room for more rapid innovation.
The success of an SAP Customer Experience implementation will be clear only after the Go-live moment. That is why we think it is important to continue supporting organisations, also after your Go-live.
Customer since
2006
itsme manages and optimizes its customer relationships with SAP Sales, Service and Marketing Cloud
With these cloud-based CRM and Marketing solutions, the industrial reseller and service provider wants to map out even better what is going on at the customer and in that way further improve the customer service and deploy its marketing efforts more effectively.
A better understanding of the challenges customers face
itsme supplies technology and distribution for industry, machine building, module construction and industrial installers. In addition to the delivery of physical goods, an important part of the added value consists of personal service and additional services aimed at the individual customer. To optimally respond to these needs, it is very important that they are well aware of the challenges a customer has to deal with.
“For us, it's all about people work; that is how we add the biggest value.”
The complete SAP Customer Experience suite
With SAP Sales and Service Cloud, itsme has access to an advanced CRM cloud solution. Employees have real-time access to current and extensive customer information and status updates on any device and any location. The solution also allows them to manage appointments, capture opportunities and manage follow-ups. SAP Sales and Service Cloud also integrates seamlessly with SAP ECC, the solution that itsme currently uses for managing transactions. In addition, itsme also actively uses SAP Marketing Cloud for the optimization of lead generation via the website.
Fit for the Future
The implementation of SAP Sales and Service Cloud is part of the itsme transformation program ‘Fit for the Future’. Being well prepared for the future is an important motivation for them to switch to SAP. “For us, it’s all about people work; that is how we add the biggest value. Our employees determine whether we can provide our customers with the right information and the right solutions at the right time. SAP Sales and Service Cloud helps with this, so that ultimately our customers benefit from it,” says Henk Oude Brunink, member of the board of itsme.
“We are only successful if our customer is.”
This investment is also valuable to be future proof, according to Oude Brunink. “We are only successful if our customer is. But the needs and challenges of our customers are changing. They increasingly expect tailor-made services, a quick response to problems and proactive cooperation. In addition, developments such as Industry 4.0 provide for all kinds of automatic processes. Parts will soon know exactly when they will fail and need to be replaced. If you want to benefit from this, we must know the customer through and through, be close to the customer and keep up with these new technological developments. We adapt to that. SAP Sales and Service Cloud fits perfectly with that long-term vision.”
A foundation for optimal customer experience
It also provides itsme with a future-proof basis for optimizing the customer experience and responding to individual customer needs. Taco Schallenberg, director at Acorel, explains what the combination of the two SAP Customer Experience solutions means for itsme services.
“With SAP Sales and Service Cloud, itsme has an advanced CRM solution from the cloud at its disposal. All customer information is accessible everywhere and everything can be recorded. From status updates to insight into the sales funnel, and from capturing opportunities to managing appointments and follow-ups. In addition, there is seamless integration with SAP ECC, the itsme ERP system. SAP Marketing Cloud meets the Marketing Automation needs of itsme by collecting information about customers and prospects to provide the right customer with the information the customer needs at the right time.”
“People need time to get used to new method. They must experience the ‘WOW effect’.”
The digital transformation at itsme
itsme wants to move forward quickly with the transformation, while considering the organizational changes and new way of working that the solution entails. Oude Brunink: “People should be given time to get used to new methods. They must experience the ‘wow effect’ and thus motivate themselves and each other. Internal processes must be adapted. You can only get the most out of such a transformation process if all those things continue to run in parallel.”