Aktivbank AG is a financial services institution specializing in centralized settlement and factoring (purchase of accounts receivable) services. The realization of an improved eMail correspondence system within Aktivbank’s CRM system resulted in the complete documentation of communications with more than 2,500 customers. The systematic categorization provides Aktivbank with greater clarity in its risk management operations.
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360° view of the customer
- Cross-departmental processes for sales and controlling
Up-to-date, meaningful reporting
Aktivbank AG is an institution for special financial services in the field of central settlements, factoring (purchase of outstanding receivables) and sales financing. The strategic orientation of Aktivbank AG is the targeted support of medium-sized companies. The target group of Aktivbank AG are cooperations and their members (affiliated companies), which consists of a community of independent companies with common objectives in marketing and purchasing of goods and services.
In order to further improve the sales processes and support of its customers and partners, Aktivbank AG defined the following requirements:
- the early recognition of daily changes with more than 2,500 customers
- the presentation of essential customer and thus decision-relevant data at a glance (customer cockpit)
- the provision of consolidated information for the decision-making level of Aktivbank AG.
By introducing SAP CRM 3.0, ec4u expert consulting ag was able to merge existing, disparate data sources into a common database.
Thus, an increased information quality about the cooperations and their affiliated companies was achieved. Based on this information, cross-departmental processes for sales and controlling were implemented in the next step. The central availability of current and historical customer information enables Aktivbank AG to provide personalized customer service and provides management with the necessary information base for decision-making.
Users are also provided with important information via the 360° customer cockpit, and the implemented traffic light functions actively draw attention to critical developments of a customer of Aktivbank AG.
A major milestone in the realization phase of the CRM project was the provision of the various interfaces for integrating the different data sources.
The applications have been in live operation since summer 2004, with continuous process and functionality enhancements. In this context, a migration to SAP CRM 4.0 and a connection to Lotus Notes took place, among other things.