Daiichi Properties was nominated in two categories in the SAP Best Run Awards for SEA 2021 for the digital transformation project it implemented with the help of SAP C4C Service and SAP Plant Maintenance integrated within SAP S/4HANA.
SAP Cloud for Sales and SAP Cloud for Services are the two components that make up the German enterprise software giant’s on-demand cloud-based Customer Relationship Management (CRM) system, which is referred to as SAP C4C. Also known as SAP Sales and Service Cloud, the solution has been assisting organizations in managing their supplies and allocating resources to various groups in an efficient and timely manner.
In 2020, SAP C4C facilitated the provision of optimal logistical support and COVID-19 response to companies assisting the Philippine Disaster Resilience Foundation (PDRF) in the distribution of personal protective equipment (PPE) and medicines to partner hospitals and other health-related institutions. SAP’s Customer Experience (CX) solutions extend beyond the traditional back-end to provide non-government organizations like the PDRF with cutting-edge tools that increase productivity in the areas of receiving donations and distributing aid.
Leveraging the SAP C4C Service
Meanwhile, Daiichi Properties — a real estate development company also based in the Philippines — is also one of SAP’s other customers that is currently making use of the solution. World Plaza, The Finance Centre, One World Place, and the soon-to-be-constructed 56 Central are all premium office buildings that were developed by Daiichi Properties and are located in the central business districts of Metro Manila.
For Daiichi Properties, achieving the goal of providing a consistent and rewarding experience for their customers is not a simple task. The number of properties that were managed by its property management arm, Daiichi Properties Solutions (DPS), expanded, which resulted in an increase in the amount of concern from the company’s renters. In addition, the fact that various members of staff from each building were responsible for preserving the records pertaining to the equipment and service costs may have raised the likelihood of human error.
In order to overcome this issue, Daiichi Properties and DPS collaborated to implement an integration between SAP C4C Service and SAP Plant Maintenance within SAP S/4HANA. Because of these innovative tools provided by SAP, Daiichi Properties was able to improve its relationships with renters and properly retain records of all of the concerns, equipment, and cost charges made to customers. With all of this information at their disposal, Daiichi Properties was able to make rational judgments that helped them provide consistently better service to its clients.
Improving Customer Experience with SAP Solutions
SAP Philippines interim Managing Director Rudy Abrahams, who is also the Vice President and Head of SAP SuccessFactors South East Asia, said that SAP’s goal is to continue offering solutions that can assist businesses like Daiichi Properties in their efforts to drive innovation, carve out market opportunities for ongoing issues, introduce fresh markers for themselves, and develop new technology in order to revamp their businesses and hasten the pace of economic recovery.
According to Chesca Gallegos, Managing Director of Delaware Managed Services and IT Consulting, Inc., Daiichi Properties places the customer at the forefront and core of all of its business initiatives. Delaware is the chosen implementation partner for the company. According to Gallegoes, this illustrates that Daiichi Properties provide more than just property management; rather, it also empowers the lifestyles of their clients.
Through the SAP solutions integration, Daiichi Properties has decreased customer complaints by 87.2% and increased daily ticket closure rates to an average of 60%. In addition, 93% of Service Level Agreements were met, and an astounding 98% of responses to a customer satisfaction survey were positive. J. Joel Cruz, General Manager at Daiichi Property Solutions, shared:
“SAP C4C has been helping us build on our customer relationships by offering a faster and more efficient feedback mechanism. It also helped us effectively monitor and track customer concerns with its ticket-based documentation system.”
