Challenge
Provide the best direct and indirect cx customer service experience
Rheem Australia Pty LTD (Rheim) has been manufacturing water heaters since 1939, supplying millions of homes. The company sells its products through merchants, who then sell them to installation plumbers and distributors, who then sell them to product owners. In addition, the company provides after-sales support directly to plumbers and product owners.
With so many stakeholders involved in the cx customer service journey, Rheem decided to enhance its direct and indirect customer experience. The company is committed to providing accurate, real-time information at every stage of the sales, after-sales, and service cycle by establishing a single source of truth for employees, merchants, distributors, installers, product owners, and after-sales service partners.
solution
Integrate cx customer service experience solutions on a unified digital basis
Due to the use of multiple different solutions in a sales process that includes a range of stakeholders, there is often a lack of consistency in the level of service Rheem provides to its customers. To improve the cx customer service experience, companies need to establish a single source of truth for customer interactions.
Rheem turned to SAP Customer Experience Solutions to integrate multiple customer experience management solutions on a unified digital foundation and implement rich capabilities for e-commerce, customer data management, marketing, sales, and service.
With guidance and implementation expertise from DXC Technology, Rheem implemented SAP Sales Cloud solutions for residential and commercial sales teams and SAP Services Cloud solutions for contact centers and product owners. In addition, it has deployed SAP Marketing Cloud solutions for B2B and B2C marketing teams, and SAP Business Cloud solutions for merchants and resellers.
Rheem also implemented an SAP Field service management solution with its cx customer service technicians in mind to automatically schedule a time and be able to track field service activities more accurately.