SAP Value Stories

Why SAP?

Rheem

• Rich functionality for e-commerce, customer data management, marketing, sales, and service provided by SAP® Customer Experience solutions • Tight integration between the SAP Service Cloud and SAP Field Service Management solutions, and the SAP ERP application • Automated scheduling for service technicians using the SAP Field Service Management solution • Guidance and implementation expertise from DXC Technology

Consumer Products | Australia SAP Commerce Cloud, SAP Marketing Cloud, SAP Sales Cloud, SAP Field Service Management and SAP S/4HANA

41% Reduction In cost to serve

11% Uplift In revenue in one month through productivity and efficiency improvements in field service management

CX Story

Enhancing the Customer Experience Journey with an Integrated, Cloud-Based Platform

Real-time Delivery of reports that previously took seven days to prepare

Manufacturing water heaters since 1939, products from Rheem Australia Pty Ltd. are used in millions of homes. The company sells its products through merchants who then sell to installation plumbers and dealers, who in turn sell to end product owners. In addition, the company offers after-sales support directly to these plumbers and product owners. With many stakeholders involved in the customer journey, Rheem wanted to enhance both its direct and indirect customer experience. To achieve this, it wanted to provide accurate, real-time information at every stage in the sales and after-sales and service cycles by establishing a single source of truth for its employees, merchants, dealers, installers, product owners, and after-sales service partners. It achieved this by integrating multiple customer experience management solutions on a single, unified digital foundation.

Challenges

• High operating & maintenance costs • Complex system landscape & integration. No Single source of truth

Outcomes

• Improved employee productivity and customer experience/ satisfaction • Reduced Costs • Improved decision-making

“ With SAP Customer Experience solutions, it’s taken only a short time for us to increase customer experience levels. We’ve also identified plenty of opportunities for further improvement in our customer experience journey.”

CIO, Rheem Australia Pty Ltd. -Stephen Foley

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