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Grupo Azkoyen Estandariza su Proceso Postventa con 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 To evolve their enterprise, the sports giant decided to replace their outdated planning software with SAP Analytics Cloud for planning.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 es una multinacional española líder en tecnología, que ofrece productos y servicios automatizados diseñados para aportar experiencias únicas a las personas. La compañía está especializada en el diseño, fabricación y comercialización de soluciones tecnológicas avanzadas para los mercados del vending, HORECA/OCS, medios de pago y seguridad. Desde sus inicios en 1945, ha apostado por los avances tecnológicos, la investigación y el desarrollo de nuevos productos.

El Desafío

Comprometido con la excelencia, el Grupo Azkoyen se esfuerza constantemente por mejorar la satisfacción de sus empleados, clientes y colaboradores. Para lograr este objetivo, la compañía necesitaba una solución de atención al cliente que pudiera estandarizar su servicio postventa en dos de sus divisiones en España: sistemas de vending y tecnologías de pago. De esta forma se optimizarían los tiempos de servicio y se minimizarían los costos operativos.

Para facilitar este proceso, el Grupo Azkoyen se asoció con Avvale para que le ayudara a seleccionar la mejor solución y estrategia de integración. Tras una cuidadosa consideración, decidieron que SAP Service Cloud y SAP Field Service Management serían la combinación ideal para gestionar el servicio de atención al cliente y los técnicos de campo.

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El Enfoque

El Grupo Azkoyen resuelve a menudo las consultas de los clientes a las pocas horas de recibir la notificación inicial. Para una mayor optimización, estas soluciones se integraron en el producto estrella de la división de tecnologías de pago. Una solución en particular es Cashlogy, que es el sistema automatizado de control de efectivo que ayuda a gestionar el negocio de forma más eficaz.

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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

El Impacto

Las divisiones de sistemas de vending y tecnologías de pago trabajaron con Avvale para llevar a cabo un proyecto de gestión integral de su servicio de retención de clientes, totalmente digital e integrado con su sistema de planificación de recursos empresariales (ERP). Con Avvale, pudieron aumentar el cumplimiento del acuerdo de nivel de servicio (SLA) por encima del 97%.

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