Dekker Zevenhuizen enhances customer experience with SAP CX

Over the course of just three months, Dekker Zevenhuizen and Aiden successfully launched both Sales Cloud (CRM) and SAP Service Cloud (Customer Support). Clear agreements on the Minimum Viable Product (MVP) that Dekker Zevenhuizen wanted to go live with ensured that implementation was fast and efficient. Based on this positive experience, Dekker Zevenhuizen decided to move straight on to the digital management of technicians by implementing SAP Field Service Management

From fragmented data to an integrated customer view

Dekker Zevenhuizen’s previous Customer Relationship Management (CRM) system did not provide a complete 360-degree customer view. Due to a lack of further development, the system did not meet the current and future needs of the growing company. Additionally, there was insufficient integration between the CRM system, the SAP ERP system and other parts of the IT landscape. As a result, employees had to consult different systems to obtain a complete and unambiguous customer view. This lack of synergy between departments stood in the way of optimal customer service and a proactive market approach. By choosing the integrated SAP solutions, Dekker Zevenhuizen took an important step towards a future-proof and efficient IT landscape.

Smarter customer service and more efficient customer interaction

Today, Dekker Zevenhuizen keeps a central record of all customer interactions. Smart customer recognition for inbound calls enables direct and personal service, while faster and more comprehensive responses increase service efficiency. In addition, improved insights into requests, complaint handling and employee performance enable Dekker Zevenhuizen to proactively optimise their services. With these innovations, Dekker Zevenhuizen truly puts the customer first and takes their service to the next level.

Building future-proof commercial processes

SAP Sales Cloud, SAP Service Cloud and SAP FSM are three solutions from the SAP Customer Experience suite. These solutions enable commercial departments—such as sales, internal sales, service engineers, customer service and marketing—to work smarter and more uniformly within a user-friendly system.

Raymond Kops, IT Manager at Dekker Zevenhuizen:

‘During the preliminary discussions with Aiden, various challenges emerged. However, these also provided us with valuable insights. Such as the [need for] improved integration of our existing CRM system with the SAP ERP system and other parts of our IT landscape. Additionally, we saw opportunities to optimise the user-friendliness and adoption of our system. Thanks to the fruitful collaboration with Aiden, these concerns have been translated into concrete improvements—with the help of SAP FSM, SAP Sales and Service Cloud solutions.’

The deployment of SAP Customer Experience solutions has radically improved Dekker Zevenhuizen’s IT landscape. All commercial employees now have access to all relevant data in one user-friendly SAP front end. This enables Dekker Zevenhuizen to better support their customers and allows management to make informed decisions based on real-time data.