Leading Postal Solutions Provider Selects mySAP(TM) CRM

by SAP AG

SAP AG today announced that BOWE BELL + HOWELL (BBH), a leading manufacturer of document processing and postal solutions, will replace competing solutions with mySAP(TM) Customer Relationship Management (mySAP CRM) to help drive process efficiencies across its service organization and deliver a more intimate level of customer service. As postal legislation and the dynamics of the global marketplace continue to challenge mass mailing customers, BOWE BELL + HOWELL responds by delivering efficient, modularly designed, cost-effective document management solutions and services to help companies more effectively organize paper-based and digital mail communications. The company will roll out mySAP CRM initially within its North American service organization, and later extend the implementation through parent company operations worldwide.

• Previously, BOWE BELL + HOWELL's CRM system lacked the integration and reporting capabilities necessary to proactively alert service agents with the most up-to-date customer account information. With mySAP CRM, the company will be able to ensure that customers receive the service and support necessary to maximize the value of their investments.
Utilizing the knowledge management and business intelligence capabilities within mySAP CRM, BOWE BELL + HOWELL will have an updated view of each service employee's certifications, education and experience. When a service request comes in, the company can ensure that each customer is serviced by the most qualified technician.
For faster resolution of customer requests, BOWE BELL + HOWELL will link the mySAP CRM application to its existing geo-spacial (GPS) system, enabling the selection and dispatch of the most appropriate service technician at the closest customer location.

"We selected SAP because of its ability to combine postal industry- specific processes with the scalability to accommodate growth and flexibility to respond to industry changes," said Ron Ridge, CIO, BOWE BELL + HOWELL. "mySAP CRM will empower our service technicians with timely customer insight to help us deliver quality, personalized customer service while driving process efficiencies and lowering costs."

"Customer requirements are constantly changing based on industry progress, technological advancements and the fast-paced business requirements necessary to maintain high productivity," said John Tarascio, executive vice president, service operations, BOWE BELL + HOWELL. "mySAP CRM will help our more than 1,100 field associates - one of the largest service forces in the industry - provide excellent service 24 hours a day, seven days a week."