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Grupo Azkoyen padroniza o processo de pós-venda com 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 To evolve their enterprise, the sports giant decided to replace their outdated planning software with SAP Analytics Cloud for planning.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.
O Grupo Azkoyen é uma multinacional espanhola líder em tecnologia, que oferece produtos e serviços automatizados projetados para proporcionar experiências únicas às pessoas. A empresa é especializada em design, fabricação e comercialização de soluções tecnológicas avançadas para os mercados de venda automática e HORECA/OCS, métodos de pagamento e segurança. Desde o início de suas atividades, em 1945, a empresa tem se comprometido com os avanços tecnológicos, a pesquisa e o desenvolvimento de novos produtos.
O Desafio
Comprometido com a excelência, o Grupo Azkoyen se esforça constantemente para melhorar a satisfação de funcionários, clientes e colaboradores. Para atingir esse objetivo, a empresa precisava de uma solução de atendimento ao cliente que pudesse padronizar o serviço pós-venda em duas de suas divisões na Espanha: sistemas de venda automática e tecnologias de pagamento. Isso otimizaria os tempos de atendimento e minimizaria os custos operacionais.
Para facilitar esse processo, o Grupo Azkoyen fez uma parceria com a Avvale para obter assistência na seleção da melhor solução e estratégia de integração. Após uma análise cuidadosa, eles decidiram que o SAP Service Cloud e o SAP Field Service Management seriam a combinação ideal para gerenciar o atendimento ao cliente e os técnicos de campo.
A Abordagem
O Grupo Azkoyen geralmente resolve as consultas dos clientes em poucas horas após o recebimento da notificação inicial. Para maior otimização, essas soluções foram integradas ao principal produto da divisão de tecnologias de pagamento. Uma solução em particular é o Cashlogy, que é o sistema de controle de caixa automatizado que ajuda a gerenciar os negócios com mais eficiência.
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
O Impacto
As divisões de sistemas de venda automática e tecnologias de pagamento trabalharam com a Avvale para realizar um projeto de gerenciamento de ponta a ponta de seu serviço de retenção de clientes, que é totalmente digital e integrado ao seu sistema de Planejamento de Recursos Empresariais (ERP). Com a Avvale, eles conseguiram aumentar a conformidade com o acordo de nível de serviço (SLA) para mais de 97%.
