Technology has the potential to be a growth and transformation engine for businesses. This is especially true in the sanitaryware sector, which is prone to change and might benefit from streamlining its autonomous business processes. In light of the ever-increasing demand for consumer necessities, businesses have no choice but to push themselves to the limit and make use of technologies that are future-proof in order to provide seamless customer experience (CX).

One such company in the said industry that was established on a foundation that exemplifies excellence through transformation is CERA Sanitaryware Limited. The Ahmedabad, Gujarat-headquartered company was built with a commitment to fostering innovation through a strategy that places its customers at the forefront.

CERA Sanitaryware Limited is one of the home solutions suppliers in India that is growing at the quickest rate. The company reported a Consolidated Total Income of Rs 426.51 Crore for the quarter that ended on September 30, 2022. This is an increase of 7.55% from the previous quarter’s Total Income of Rs 396.58 Crore and an increase of 3.73% from the previous year’s same quarter Total Income of Rs 411.18 Crore. In the most recent reporting period, CERA Sanitaryware Limited generated a net profit after taxes of Rs 51.14 Crore.

Deepshikha Khaitan, the Joint Managing Director at CERA Sanitaryware Ltd, highlighted that the CERA Digital Era began with the objective of becoming the world’s greatest brand based on the basis of technology. This statement was made on the way towards further accomplishing the company’s goals. She went on to say that the dedication to technological advancement provides them with an unrivaled advantage over their competitors.

“Since its inception, we have invested in state-of-the-art manufacturing plants to achieve the highest standards of quality. From manufacturing precision to impeccable body finish, our factories ensure every product meets CERA’s quality benchmarks,” Khaitan further explained.

To help its business become successful in spite of challenges, an organization with a forward-thinking mindset such as CERA Sanitaryware Limited utilizes digital technology to promote innovation. Its purpose is to develop a framework that maximizes business excellence for an approach that is user-centric. This is especially important when it comes to creating tailored customer experiences.

Expediting Business Transformation With SAP CX Solutions

As a business that caters to customers from a wide range of economic brackets, CERA Sanitaryware Limited’s cornerstone is cutting-edge technology, which gives it an advantage over its rivals. Furthermore, with quality as a core principle, the company has invested in manufacturing plants that are ready for the future, which translates to its dedication to offering the greatest possible experience for its customers.

CERA Sanitaryware Limited was able to lay the foundation for future business expansion by integrating SAP CX solutions such as SAP S/4HANA and SAP C4C in 2017, with PwC serving as the company’s implementation partner. The SAP transformation project opened up new opportunities, which enabled it to automate previously separate business operations in order to achieve more effective data management and control.

“After the SAP C4C model was implemented, whenever our salesperson visits customer locations, he is empowered with rates, quotations, and other details on his mobile device. So, what sometimes used to take a few days has now shrunk to just one day. This is the biggest achievement,” CERA Sanitaryware Limited Chief Information Officer (CIO) Manish Chandegara shared.

Among the most notable benefits of leveraging the SAP CX solution are:

• After integrating SAP C4C into their operations, management found that processes were more streamlined, consistent, and data-driven.
• Following the implementation of the SAP C4C Tiles module, the company can now efficiently fulfill even the largest orders for tiles.
• Utilizing cutting-edge technology like 3D prototype printers, completely automatic chrome plating, pressure casting equipment, glazing, robotic grinding, and polishing, the business was able to streamline their decision-making processes and boost their ability to keep track of sales orders.

SAP Vice President and Head of Customer Experience Business for the Indian Subcontinent, Sudeep Singh, commented on CERA Sanitaryware Limited’s transformation by saying that SAP, as a business transformation partner, is dedicated to helping businesses realize their full potential and ignite innovation at every level. He added:

“CERA embarked on that journey with SAP keeping their customers core to their growth and vision. We’re honored to partner with CERA in helping them streamline their customer experience, which directly impacts their growth and bottom lines. We look forward to deepening our relationship and helping CERA leverage the true power of SAP C4C and Customer 360”.

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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.”

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SGV & Co. Philippines, the largest professional services firm in the Philippines that provides assurance, tax, transaction, and advisory services, has collaborated with SAP in developing an application that is specific to supporting the Philippine Disaster Resilience Foundation’s (PDRF) COVID-19 logistics and response. PDRF is the nation’s major private sector vehicle and coordinator for disaster management.

Following EY Malaysia’s deployment of SAP Customer Experience solutions including SAP Sales & Service Cloud for government-linked companies (GLC) and the government-linked investment companies disaster response network (GDRN) in May 2020, SGV & Co., a member of EY Global in the Philippines, has also deployed SAP Customer Experience Solutions such as SAP C4C. The selected technological solutions from SAP aim to provide optimum logistical support and responses to organisations assisting PDRF in supplying personal protective equipment (PPE) and medicines to partner hospitals and other health-related organisations.

Bill Luz, Chief Resilience Officer at PDRF, shared his appreciation of the logistical and technological support from SAP and SGV & Co.:

“Our COVID response has required us to send a wide variety of items such as PPEs, ventilators, as well as providing meals to a large number of healthcare institutions all over the country. This technology enables us to manage our supply and deploy the resources in a timely manner to different organisations.”

Through the SAP CX integrated platform, donations from private institutions and individuals will be distributed accordingly for purchasing and distributing PPEs and medical supplies to hospitals.

Recognising the need for a platform like SAP C4C during these unprecedented times, SGV & Co. Chairman and Managing Partner Wilson Tan expressed the professional services firm’s commitment to the development and implementation of the urgently and aptly needed application from SAP.

SAP Philippines’ COVID-19 Response

SAP Philippines has recently celebrated its 25th year of operations in the country empowering many organisations to run better with innovative technology. Under the COVID-19 environment, SAP continues to provide the country with intelligent technologies that would help institutions and people survive and thrive in the health crisis. The country’s rising COVID-19 cases require a continuous supply of PPEs, hospital supplies, and medicines.

Underpinning the role of technology in the country’s relief efforts during the pandemic, SAP Philippines Managing Director Edler Panlilio said:

“SAP Customer Experience Solutions go beyond the back-end to support NGOs (non-government organizations) such as the PDRF with intelligent technologies that can drive efficiency in facilitating the donations and providing access to necessary supplies. This is an example of how we remain true to our purpose of helping Filipino enterprises including NGOs to run better and, thus, improve the lives of Filipinos.” 

For businesses, SAP Philippines MD Panlilio has also been encouraging SMEs to leverage SAP Business One and SAP Business ByDesign as they navigate the road to becoming an intelligent enterprise even in this unpredictable environment. The nation’s economic recovery post-pandemic lies in the ability of the SME ecosystem to thrive by leveraging technology since the sector is responsible for 2.5 million-job creations in the country. 

The post SAP C4C Advances the Philippines’ COVID-19 Response appeared first on InsideSAP Asia.

Highbar Technocrat Limited is a software solutions company based in Maharashtra, India. They cater to customers in the construction, infrastructure, manufacturing, and real estate industries.

India Education Diary reported that the company just unveiled the next generation Cloud for Customer (C4C) solution, which will facilitate high performance between the front and back-office operations of a company. 

The C4C solution is expected to deliver extensive insights about a customer that will help drive improved sales results. It will also help the sales department in securing more time with clients as well as capitalising intelligent technologies such as artificial intelligence (AI) to deliver recommendations that win deals.

Additionally, enterprises in the construction industry can maximise Highbar Technocrat Limited’s C4C solution in obtaining better sales outcomes because of certain benefits.

One of the benefits includes the delivery of a pervasive sales footprint. It helps achieve customer engagement in its peak condition with its real-time updates to develop a flexible sales strategy. Moreover, it facilitates performance tracking without being connected to the internet.

Another benefit that the C4C solution delivers is the ability to deliver AI-driven recommendations depending on specific client scenarios. It also incorporates other features such as adding contacts, updating records, and discovering new opportunities that are programmed automatically.

Joydeep Banerjee, the Business Development Head of Highbar Technocrat said that the solution is a proof of the IT solutions provider’s expertise in the industry and that the C4C builds a close collaboration among members such as customers, partners, sales teams and internal experts to ensure maximum productivity and personalised activity plans and timelines.

Other prominent features of the C4C solution includes access to back-office quote to cash information delivered in real-time via native integrations with SAP solutions such as SAP Commissions, SAP CPQ, and SAP ERP.

It also allows the evaluation of competitive pricing, industry trends, and other defining pre-emptive measures and enhancement plans.

Lastly, it helps mitigate end-of-quarter surprises by leveraging the embedded real-time customer analytics and interactive dashboards.

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