Customer Interaction Center
Asian Paints Home Solutions
Cli ‘cent:see
Close collaboration between Asian Paints and SAP resulted in adherence to tight schedules. The SAP Customer Competence Center location in Singapore developed prototype scenarios specific to Asian Paints, and SAP Labs made valuable contributions to the design and configuration of the custom solution
Business Process Transformation and Value Realized
Moving Asian Paints closer to Customers
Asian Paints has made clear gains in achieving its long-term goals, as follows
Faster customer acquisition The new online system for forwarding and following up on leads improved overall response times and
reduced the time required to acquire new customers.
Revenue In the four years since the implementation went live, 17,500 persons registered for Asian Paints Home Solutions consultations, and of these, 5,000 signed up for painting jobs Targeted revenue for the period 2006 —2007 is USS8 million to S10 million, and the company aossed the 30,000 mark in cumulative number of customers.
Optimized visibility into customer needs The new solution gives Asian Paints greater visibility into all customer interactions As a result, the company has gained a deeper understanding of the needs of its end customers and has tailored its service business to meet these needs.
Scalability This new solution can accommodate Asian Pants continued growth well into the future In fact, Asian Paints doubled the number of cities covered without modifications to the CRM system.