The first stage of BCC’s implementation of SAP CRM in Wolters Kluwer Polska, the leader on the Polish market of legal information, has been completed successfully.
Since 15 October, 2008, more than 200 employees of Wolters Kluwer Polska (WKP) have been using a new tool supporting the management of relationships with over 200 000 of the company’s customers. The implementation carried out by BCC is one of the largest projects of this type in Poland.
The project has been divided into two stages. The first phase, which continued for nearly one year, ended with the implementation of such functionalities as customer and contact management, sales process and data warehouse management.
The scale of the task can be proven by the migration of over 4 million records from legacy systems, carried out by BCC consultants. SAP CRM has been integrated with the SAP ERP system used in WKP and the application for archiving paper documents, including orders from customers. A group of nearly 20 advanced reports, based on SAP BW data warehouse, facilitates the analysis of data registered in SAP CRM.
”The launch of such a critical system in terms of customer service proceeded without any major perturbations, although at times bold decisions and rapid actions were required,” says Paweł Wójcik, Logistics and Production Director and SAP CRM Project Manager at WKP.
“The customer directory modeled in SAP CRM has become the basic work tool for those involved in maintaining customer relationships. The directory allows our staff to create customized offers, which cater to the needs of our customers and generate higher income for the company. Hence, SAP CRM helps us to enhance the quality of our services and to improve internal processes, which in turn leads to higher sales profitability,” sums up Grzegorz Olszewski, CRM and Market Analyses Director at Wolters Kluwer Polska, and Manager of the Work Team.
The second project stage, which is currently in progress, encompasses the management of marketing processes and introduction of CIC (Customer Interaction Center). The marketing module will help to define target groups, prepare and organize marketing campaigns and control their efficiency.
The SAP CRM project in WKP is one of the largest SAP CRM undertakings in Poland. The first implementation of this solution on such a large scale, also supported by BCC, was carried out in Grupa Żywiec. BCC is a SAP Expert Partner in SAP CRM implementations.
Wolters Kluwer Polska belongs to an international publishing concern, Wolters Kluwer. It is the biggest publisher of legal and business publications on the Polish market. For years it has continuously been publishing top quality products. At present electronic products, books and magazines are published under such brands as ABC, LEX and Oficyna. Additionally, the company offers training and conferences. More information: www.wolterskluwer.pl
Wolters Kluwer is a leading global information services and publishing company. The company provides products and services for professionals in the health, tax, accounting, corporate and financial services, legal and regulatory sectors. Wolters Kluwer has annual revenues (2007) of €3.4 billion ($4.8 billion), maintains operations across Europe, North America and Asia Pacific and employs approximately 19,544 people worldwide. Wolters Kluwer is headquartered in Amsterdam, the Netherlands. Further information about the company’s market position, customers, brands and organization at: www.wolterskluwer.com