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CENOSA Manages and Optimizes Its Sales Process with the SAP Sales & Services Cloud

Cementos del Norte S.A. (CENOSA) is a leading company in the manufacture and distribution of cement in Honduras. As their company grew, they realized the need to expand their sales capabilities to include a mobile application that would allow them to sell, dispatch and invoice on the spot. Moreover there was a need to deliver information to sales executives in real time about customers, business potential, planning and carrying out their visits to the customer. It was also recognized that their customer service department needed to have total control of tickets, from queries to major claims. 

With this in mind, CENOSA began to look for a solution that would meet their goals.

The Challenge

CENOSA needed to automate and optimize processes in two key areas within the company: the sales and customer service teams. To accomplish this, it required the implementation of a management tool that encompasses activities, quotes, orders, and tickets that would support the following processes:

  • Itinerant sales
  • Route and visit management 
  • On-route order taking and invoicing 
  • Contract and installed base management 
  • Customer inquiries and complaints 
  • Customer service
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The Approach

CENOSA ultimately selected SAP Sales for their sales team SAP Service Cloud for the customer service team. These solutions are designed with a focus on modernizing sales, as well as centralizing the tools that support consumer data protection, marketing, commerce, sales, and customer service. This robust platform is able to be completely integrated with CENOSA's current Enterprise Resource Planning (ERP). 

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The Impact

With the implementation of SAP Sales & Service Cloud, CENOSA achieved:

FOR COMMERCIAL AREA

  • Sell anywhere, anytime 
  • Sell more and manage less 
  • Know your customers in depth 
  • Transform insights into actions 

FOR THE CUSTOMER SERVICE DEPARTMENT

  • Automatic initial response to queries and complaints 
  • Fast ticket management 
  • Cost reduction 
  • Increased customer satisfaction

FUTURE PLANS 

The implementation of SAP C/4HANA Sales & Services generated the need for a tool to close the gap between sales and customer service even more to adapt to the eCommerce boom. It is expected to have an eCommerce solution in the short-medium term.

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