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BANK OF SOCIAL ECONOMYIntegrated marketing, sales, andServIce for Banks wIth SaP crM

Quick facts"With SAP CRM now managing all com-Communications between our sales andmar-ket around service center, we're saving 100,000 every year in this area alone. "Uwe Beister, head of general organization and theSaP crM Project, Bank for Social Economy ag

CompanyName: Bank for Social Economy agheadquarters: cologne, germanyIndustry: BankingProducts and services: full spectrum

of banking servicesTotal assets: 6.03 billion (2010)employees: 313web site: www.sozialbank.de (German)Implementation partners: SaP consulting

and maihiro gmbhChallenges and Opportunitiesreplace dated, proprietary customer

information systemsIntegrate the customer relationship SaP

Management (SaP crM) application withThe existing SaP erp application andthird-party software

Objectivesview customer data from various

PerspectivesAchieve transparency in customer-specific

processesProvide support for active sales Itmanagement

Implement customer-specific managementof tasks and appointments

SAP Solutions and ServicesSaP crM

Implementation HighlightsImplemented all customizations requestedby staff while staying within budget

project completed in 7 monthsMet with high user buy-inWhy SAPDedicated customer's strategy sinceJune 2006-to-use software SaP

Straightforward integration with the SaPfor Banking solution portfolio

Benefitscustomer information in a single overviewtransparent processing statusesfaster, more cost-effective communicationbetween sales and management

Improved customer service thanks to optimallybasis of information

efficient campaign planningrapid assessment of customer profitabilityMinimal manual work and fewer errorsreduced process lead timesExisting EnvironmentMicrosoft office productstext management moduled3 document management systemandrena securities accounting softwareZeB-control contribution margin accountingsoftware

Third-party integrationhardware: PCs, Windows-based terminalsin citrix / terminal server configurationoperating system: Windows

SAP Customer Success StoryBanking

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"We use SAP CRM to efficiently manage our sales and Actively." Uwe Beister, head of general organization and the SaP crM Project, Bank for Social Economy ag www.sap.com / contactsap

Bank for Social ag economy (BfS), acredit institutions headquartered in colognegermany, Specializes in banking servicesfor public health and social services organizedzations and companies. having witnesseddynamic growth for a number of years,Can no longer function BfS now withoutmodern instrument sales. The SaP customer relationship management (SaPcrM) BfS application helped gain a com-prehensive view of its customers, clearlydefined processing stages, and efficientsales management.

Beister, head of general organization andThe SaP crM project at BfS. "With SaPcrM now managing all communicationsbetween sales and service center our marketplace,we're saving around 100,000 every yearin this area alone. "BfS implemented in early 2008 SaP crMWith the help of SaP consulting. anotherpartners, maihiro gmbh, assisted with incre-mental process design and implementation."Working with maihiro was great. we stayedwithin our budget while fulfilling all of ouremployees' customization requests - overa hundred of them, "reports Nice.

Total View of Customerhow high is a customer's contribution? margin what are they loan agreementsinvolved in? what documents did theyreceive in the past 30 days? with SaPcrM, BfS employees now have the keycustomer information in a single applica-tion. the bank's customer data used to bescattered across a dozen software solu-tions. To obtain a holistic view of a client,sales employees had to log into multipleapplications, jumping from one to the next.communication between sales and themarket service center (MSc) responsiblefor administration was a complex affair.BfS used to send around 100 000 pagesfaxes in every year - the sales methodemployees commonly used to commis-MSc mission to generate customer contracts,for example. "Studies have shown that,All in all, a fax costs one euro, "says Uwe

Unprecedented TransparencySaP crM BfS enabled to Achieve unprec-edented transparency in its customer dataand processes. The application is now integratedgrated with the bank's document manage-management system, Which lets staff jump to letters,legitimation records, contracts, and othercustomer documents with a single click.employees can now check current process-ing statuses, customer appointments, andeven the expected potential of new business.

"We Use SaP crM to Actively and efficient

ciently manage our sales as well, "Beisterexplains. with the application's opportunitymanagement function, BfS manages leadsand carries out sales analyzes. Around100 sales employees currently use SaPcrM at 10 BfS branch offices.

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