Exxaro Improves Shared Services Center Operations With Real-Time CRM Solutions from SAP

SAP NEWSBYTE - Exxaro, a diversified mining company with operations in South Africa, implemented the SAP® Customer Relationship Management 7 (SAP CRM) application to better manage the growing number of queries handled by its “Finshare” shared services center. The center handles a large number of activities on a daily basis including direct inquiries from employees and vendors as well as payroll and accounts payable transactions. Now able to access real-time information from SAP CRM, the center’s agents are better equipped to respond and resolve employee and vendor inquiries and process over 12,000 invoices every month quickly and efficiently.

As an SAP customer for 12 years, Exxaro recognized that with the SAP NetWeaver® technology platform it could easily integrate the financial and human resource information in its back-end enterprise resource management application, SAP® ERP, with SAP CRM, resulting in a cost-effective, end-to-end solution linking the real-time information needed to improve the caller experience and overall efficiency of the Finshare center.

Exxaro is also using SAP® Business Communications Management software, an advanced, all-internet protocol (IP) communication solution for contact-intensive call centers with multiple functions and locations. The solution, which is also delivered as part of SAP® Business Suite 7 software, helps Finshare’s agents manage incoming queries more efficiently by reducing hold and response times as well as allowing users the flexibility to contact the center via e-mail, telephone and fax. The Finshare center supports inquiries in four languages; with SAP Business Communications Management, calls are quickly routed to agents that can assist callers in their preferred language.

To learn more about how Exxaro has used SAP Business Suite to improve its operations and achieve customer service goals, view the SAP TV video, “Exxaro: Meeting Its Main Objective with SAP CRM,” featuring Exxaro managers Jean Roos and Tilla Coetzee.