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.”

The post SAP C4C Improves Daiichi Properties’ Customer Service appeared first on InsideSAP Asia.

As the German enterprise software giant honored its 50th year in Southeast Asia (SEA), the company celebrates organizations and individuals that lead the way in adjusting to the constantly changing business landscape despite the disruptions that are present in today’s modern economy. In the most recent SAP Best Run Awards for SEA, customers that have utilized SAP products to drive innovation and generate better business outcomes are being celebrated with two brand new awards namely the Sustainability Award and the Most Adaptable Award.

SAP SEA President and Managing Director Verena Siow acknowledged that the world is living through the process of how digital technologies are fundamentally transforming the way that businesses conduct their operations. She explained that customers are embracing SAP technologies to transform their operations, address difficulties in order to prevent being disrupted, and modernize mission-critical infrastructure in a manner that minimizes the risk to their enterprises.

Thrilled to be working with some of the most innovative and sustainable organizations in Southeast Asia, SAP MD Siow noted:

“With the SAP Best Run Awards, we are delighted to celebrate their achievements and resilience amidst changing business environments. SAP has been at the forefront of leading our customers through the pandemic and I look forward to empowering our customers for the next decade of growth in Southeast Asia and beyond.”

Becoming an Intelligent Enterprise with SAP

NUHS, an integrated academic and regional health system in Singapore, received the Most Transformational Award because of its ability to undergo significant transformation in a short amount of time in order to successfully navigate the external factors that affect their sector. According to NUHS Group Chief HR Officer Priscilla Teo, the organization obtained two legacy HR systems when the country re-clustered the healthcare services in 2017, making the operations laborious and complicated.

Teo went on to explain that despite stringent government security regulatory requirements and limited internet connectivity on the office network, NUHS was able to successfully transition to a cloud-based Software as a Service (SaaS) solution on SAP SuccessFactors. She added that the project became the first cloud-based human resource information system (HRIS) implementation in the country’s public healthcare industry.

“This implementation provided NUHS 15,000 employees 24/7 access to HR related information via a single mobile app called myHR mobile, and within the first month of go-live, over 90% of the employees have logged in, with a whopping 85% activation rate,” Teo revealed.

It can be noted that NUHS also deployed robotic processing automation (RPA) bots in order to automate and simplify the process of handling COVID-19 swab patient records within an SAP system. The organization drastically cut down the patient registration time from two minutes to just 30 seconds, enabling personnel to devote more of their time to the most important tasks.

Meanwhile, the inaugural Most Adaptable Award was given to SATS, a provider of gateway services and food solutions. With the intelligent enterprise resource planning (ERP) system SAP S/4HANA serving as the company’s digital core, SATS incorporated standard SAP functions in order to enhance its capabilities and make it possible for the company to pivot and scale.

Medical technology firm Terumo Asia Holdings, on the other hand, was recognized for its entrepreneurial spirit and was given the Emerging Frontier Market Award. The company was able to improve compliance and controls while also standardizing regional procedures and travel and expense (T&E) regulations after implementing SAP Concur across Terumo Asia to unify policies, processes, and systems.

Lastly, the DKSH Corporate Shared Services Center was the winner of both the awards for Best Customer Experience Management and the Sustainability Award. Sharing more about the SAP transformation project, DKSH Corporate Shared Services Center Chief Information Officer Sam Oh said:

“In early 2020, we built an online Product Information Management (PIM) system to create and standardize digital product contents. By leveraging the SAP Commerce Cloud, we have seen increased activities in the chemical business by 900%, digital leads by 500%, 45% increase in customers and a 48% increase in order value for our E-commerce business.”

Participants of the SAP Best Run Awards for SEA were encouraged to emphasize new ways of thinking, adopting the new standards, and deployments of technology that not only set the trend for their industry but also make their business work more efficiently. In addition, the German tech giant will contribute a total of US$30,000 to the ASEAN Data Science Explorers Program on behalf of the winning firms.

The post Awarding SEA Customers’ Efforts to Be an Intelligent Enterprise with SAP appeared first on InsideSAP Asia.

Changi Airport Group (CAG), the manager of a leading air hub in Asia Singapore Changi Airport, bagged the Best Innovation Award- The Disruptor in the recently concluded SAP Best Run Awards for Southeast Asia (SEA) for the successful deployment of SAP Commerce Cloud that enabled the Group to revamp iShopChangi.com (ISC), Changi Airport’s online shopping portal. With SAP Commerce Cloud as the Commerce Engine for ISC, the Group was able to overhaul the 5-year-old legacy platform and build a sustainable travel retail marketplace.

E-commerce is steadily growing in the Asia Pacific, largely fuelled by China, Indonesia, and India (Changi’s five key markets). The region’s massive digital transformation has advanced digital retail, resulting in the emergence of numerous online retail brands and online marketplaces. Today, more than ever, enterprises aim to provide a seamless omnichannel experience to gain a competitive edge, attract customers, and increase brand loyalty.

Recognising Challenges

Changi Travel Retail grew faster than passenger growth before COVID-19. Anticipating the changing retail landscape including changing traveller profiles, the arrival of the digital consumers, renewed competition, new business models, and Changi’s very own transformation, the Group embarked on a digital transformation journey dubbed as “Project Sunbird” to support the growing market opportunity for e-retail, unlock new sources of consumer value, and seize the opportunities to access incremental revenue pools to serve traveller needs. 

To do so, the organisation needed to urgently address key issues and limitations of its platform iShopChangi.com such as:

• Technology limitation to deliver CAG’s value proposition to retailers and consumers 
• Immature Commerce and Order Management System 
• The platform was not scalable to enable ISC’s growth ambition 
• Lack of suite of APIs to enable easy integration with other products/platforms 
• Limited marketplace capabilities to scale tenants and product range 
• Complex and limiting promotions configuration 
• Custom and bespoke legacy application

Deploying SAP E-Commerce Solution

The project was directed at implementing a commerce platform that is sustainable for the next five years based on business needs, with a capacity of up to two million transactions per annum. CAG selected SAP Commerce Cloud, a modern, scalable e-commerce platform, as the commerce engine to revamp ISC. The implementation was completed in a short period of 10 months due to the maturity of the capabilities and APIs of SAP Commerce Cloud, enabling CAG to ramp up its business initiatives at a faster pace.

Here are some of the remarkable outcomes of the SAP Commerce Cloud implementation:

• Merchant expansion by 5x, SKU expansion by 3x, and customer base expansion by more than 70,000– all in just six months
• Increased stability and scalability to manage twice the transactions of previous systems with no lag
• 150{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} increase in transaction volume for both peak and average periods
• More robust security and controls
• Merchants and CAG users can have ease of access to the various platforms via SAP SSO
• Improved workflow and processing times of orders
• Faster/real-time reporting and analytics

“We launched our new platform in the middle of 2020. This has enabled us to pivot and scale the business beyond pre-COVID levels, serving our customers amidst the pandemic,” said Teo, Chew Hoon, Group Senior Vice President, Airside Concessions.

CAG won the Best Innovation Award against two equally commendable contenders from Vietnam: Golden Gate Trade & Service JSC and Loc Troi Group Joint Stock Company.

The post How Changi Airport Group Scaled Business with SAP E-Commerce Solution appeared first on InsideSAP Asia.

The judging panel includes Cathy Ward, APJ Head, Customer Engagement and Experience, SAP Asia Pacific and Japan, as well as other respected business leaders from around the region. Participants were evaluated based on how SAP technologies have been used to achieve improved business outcomes.

In an online event, Verena Siow, President and Managing Director at SAP Southeast Asia, kicked off the SAP Best Run Awards 2021 for SEA with an illuminating look at the power of business transformation. She said:

“The SAP Best Run Awards is a significant milestone not just for our customers and partners, but also to SAP as well. Following a year of uncertainties, it has been an absolute honour for us to recognise and celebrate the grit, resiliency and creativity of Southeast Asian organisations as they pivoted swiftly to respond, adapt and accelerate their growth in a challenging business environment.”

Winners of the SAP Best Run Awards for SEA have the opportunity to increase their organisation’s visibility and marketing mileage. These companies have used SAP products to reinvent their businesses, drive innovation, and thrive in today’s disrupted economy. 

Becoming a Best-Run Business with SAP

Changi Airport Group, Globe Telecom, Inc., TrickleStar (M) Sdn Bhd, Zuellig Pharma, and PXL Marketing Sdn Bhd topped the categories they competed in and were the winners of the SAP Best Run Awards 2021 for SEA.

Best Innovation Award – The Disruptor

Changi Airport Group, the manager of Singapore Changi Airport, bagged the Best Innovation Award – The Disruptor. The major revamp of the company’s iShopChangi platform with SAP Commerce as the Commerce Engine was deployed within 10 months from the start of the project, delivering more capabilities than the initial system. 

Despite introducing the platform in mid-2020, Changi Airport Group was able to pivot and scale beyond pre-pandemic levels. The company has expanded its merchant base and acquired over 70,000 customers using SAP Commerce Cloud as its engine.

Most Transformational Award – The Game Changer

Bringing home The Game Changer – Most Transformational Award is telecommunications company Globe Telecom, Inc. (Philippines). The firm successfully created new methods to stay flexible, scalable, sustainable, and maintain business continuity using SAP HANA DB and SAP S/4HANA, resulting in up to 14,200 hours of savings and a 99.99 percent uptime.

Most Promising Startup or Entrepreneurship Award – The Rising Star

TrickleStar (M) Sdn Bhd, a Malaysian company that offers smart energy solutions aimed at increasing household and commercial energy efficiency, won The Rising Star – Most Promising Startup or Entrepreneurship Award. SAP enhanced TrickleStar’s ability to accelerate digital transformation, deliver value to customers, and save more than 65 percent on costs, personnel, and accounting with minimal increase in staffing.

SAP Business One was chosen by TrickleStar due to its extensive capability, ease of use, and flexibility to integrate with external supplier systems. The company’s requirement to reduce support staff was met by the capacity to run SAP Business One on the cloud.

Emerging Enterprise Award (Small and Midsize Enterprises or SMEs) – The Small but Mighty

Malaysian disposable food packaging supplier PXL Marketing Sdn Bhd took home The Small but Mighty – Emerging Enterprise Award for Small and Midsize Enterprises (SMEs). The company used SAP’s solutions to enable digital transformation and revolutionise its approach to change management, streamline user experiences, and increase efficiency, resulting in a 40{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} boost in inventory management and a 30{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} improvement in supply chain productivity.

Most Promising Next Generation Leaders – The Trailblazer (Individual)

Zuellig Pharma, one of the largest healthcare services providers in Asia, bagged the Most Promising Next Generation Leaders – The Trailblazer (Individual) Award. SAP Intelligent Robotic Process Automation (RPA) was used by Zuellig Pharma to install and scale robots across the company. 

The adoption of SAP Intelligent RPA has helped the enterprise to pioneer the deployment of digital bots that meet the expected standards in terms of innovation. Additionally, this has further enabled Zuellig Pharma to continue daily operations during the COVID-19 pandemic while serving customers with an enhanced experience.

Best Customer Experience Management – The X Factor

Adding to the list of Zuellig Pharma’s achievements is earning the Best Customer Experience Management – The X Factor Award. The company’s eZPay platform uses the SAP Cloud for Payment portal for customers to identify invoices for payment and view Statement of Account documents. With SAP’s solution, Zuellig Pharma was able to fully utilise its cloud capabilities, eliminate all manual processes, and design a seamless customer experience in real-time, all while saving up to 80{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} on collection expenses.

Moreover, winners of the SAP Best Run Awards 2021 for SEA walk away with a total of US$30,000 charitable donations made by SAP to the ASEAN Foundation on behalf of them. This is in addition to professionally shot productions for their business promotions, as well as a personalised award trophy and an award certificate to commemorate their achievements.

The post Celebrating SEA Customers’ Journey to Becoming a Best-Run Business with SAP appeared first on InsideSAP Asia.