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Grupo Azkoyen Standardizes After-Sales Process with SAP

While they expertly deliver innovation and quality to their customers, Callaway Golf’s previous planning and reporting tool wasn’t making the cut. To evolve their enterprise, the sports giant decided to replace their outdated planning software with SAP Analytics Cloud for planning.

Together with Avvale, Callaway Golf successfully implemented SAP Analytics Cloud across their global enterprise in just 6 months. Now, Callaway Golf has a single, consolidated planning solution that has enabled streamlined expense and asset plans so they can focus on what they do best– revolutionizing the sporting world with cutting edge equipment.

Grupo Azkoyen is a leading Spanish technology multinational, which offers automated products and services designed to bring unique experiences to people. The company specializes in the design, manufacturing, and marketing of advanced technological solutions for the vending and HORECA/OCS markets, payment methods, and security. Since its beginning in 1945, it has had a commitment to technological advancements, research, and development of new products.

The Challenge

Committed to excellence, Grupo Azkoyen constantly strives to improve employee, customer, and collaborator satisfaction. To achieve this objective, the company needed a customer service solution that could standardize its after-sales service in two of its divisions in Spain - vending systems and payment technologies. This would optimize service times and minimize operating costs.

To facilitate this process, Grupo Azkoyen partnered with Avvale for assistance in selecting the best solution and integration strategy. After careful consideration, they decided that SAP Service Cloud and SAP Field Service Management would be the ideal combination for managing customer service and field technicians.

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The Approach

Grupo Azkoyen often resolves customer inquiries within hours of receiving initial notification. For more optimization, these solutions were integrated into the flagship product of the payment technologies division. One solution in particular is Cashlogy, which is the automated cash control system that helps to manage the business more effectively.

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The Challenge

Before integrating SAP Analytics Cloud, Callaway Golf's planning landscape centered around SAP's legacy planning solution, Business Planning and Simulation (BPS). While BPS met Callaway Golf's planning needs for many years, the enterprise began to experience limitations with their old solution:

  • Disconnected plans across the board: As Callaway Golf expanded and acquired new brands, planning processes greatly differed across the enterprise with some business units using Excel spreadsheets and others using legacy solutions for planning.
  • Outdated planning functionalities: The existing legacy planning solution lacked many modern functionalities. Among them, salary calculations and asset depreciation automation needed improvement. As a result, it became difficult to create detailed and accurate forecasts across the globe.
  • Significant IT support: The legacy solution required continuous management from IT to maintain runtime. IT had to carve out a full day every week to manually maintain the solution.
  • No single source of truth: Various departments and brands used different data sources, which led to data silos across the organization, making it difficult to gain a clear picture of the enterprise's planned expenses.
  • Rigid user interface: Legacy forecasting system was difficult to navigate and lacked working functions and calculations across the board, such as planning on depreciation and existing assets, adding vendors or members on the fly, and breaking down their cost center expense planning forecasts.

The Approach

With Avvale experts on their side, Callaway Golf laid out the following goals for their new planning landscape with SAP Analytics Cloud:

  • Crowdsource and consolidate plans across the enterprise to gain a global overview of their planned expenses and expand the input capabilities to each responsible owner.
  • Leverage elevated planning functionalities to create faster and more accurate forecast cost center expense and asset reports. The ability to customize calculations enhances and automates the reporting metrics.
  • Harness the power of self-service analytics to alleviate IT from the burden of simple maintenance and data entry requests, so they can focus on high-ROI tasks.
  • Maximize user-driven admin capabilities to control the management of calculations and forms.
  • Create new KPls driven by the business needs.

When SEM-BPS was the center of Callaway Golf's planning landscape, flexibility was a huge factor that was missing. SAP Analytics Cloud contains powerful scenario planning capabilities that help organizations quickly uncover actionable insights to make data-driven decisions. For Callaway Golf, SAP Analytics Cloud's modern planning functionalities provided users with the ability to:

  • Add members on the fly
  • Plan on existing as well as planned assets and automatically calculate the depreciation of values
  • Test "what-if" scenarios for deeper analysis by creating private versions of plans
  • Customize the solution based on their current business process
  • Perform driver-based calculations
  • Empower users to execute end-to-end planning scenarios, without the help of IT

The Impact

The vending systems and payment technologies divisions worked with Avvale to carry out an end-to-end management project of their customer retention service that is fully digital and integrated with their Enterprise Resource Planning (ERP) system. With Avvale, they were able to increase compliance with service-level agreement (SLA) to above 97%. 
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