[경영정보] 폴스바겐 VOLKSWAGEN 경영정보(영문)
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목차
Table of Contents:
SAP
1-1 my SAP CRM
1-2 Multi Brand CRM (SAP CRM + SAP NetWeaver TM
1-3 Global Treasury Platform
BMC Identity Management System
ARIS IT Inventory (MIS)
VOLKSWAGEN Group Business Network Platform (B2B)
SAS® risk management system
OCR/ICR (Digital Processing of vendor invoices)
Improved productivity and quality with “EcoEMOS”
EA Solutions
On Demand Business with IBM Ⓔserver Platform
Warehouse Minder (Enterprise-level ERP System)

본문내용
The Objective

 Make comprehensive customer information accessible instantaneously
 Enable effective account management
 Optimize customer-facing processes

The Solutions and Services

 mySAP CRM
 SAP NetWeaver® platform, including the SAP NetWeaver
 Exchange Infrastructure and SAP NetWeaver Business Intelligence components
The Benefits

 Enabled customer requests to be handled faster and more efficiently
 Provided a consolidated view of customer data for greater customer understanding
 Improved marketing campaign effectiveness through improved customer knowledge
 Increased customer satisfaction
 Reduced overall processing cycle time through improved workflow management
 Enabled segmentation to focus efforts on the most profitable customers

The Results

 Consolidated Data Access Enables Superior Customer Service
 Workflow Management Improves Workforce Deployment
 Analytics Ensure Marketing Success
 Measuring Customer Satisfaction




Existing Environment
SAP enterprise resource planning software(ERP), SAP and non-SAP banking applications, legacy systems
Database
Oracle
Hardware
IBM
Operating System
IBM AIX

II. Multi Brand CRM (SAP CRM + SAP NetWeaver TM)

The challenge

Volkswagen Financial Services pursues a consistent CRM strategy in customer care. Processes and company organisation structure have been organised according to customer groups and aligned to customer requirements. To support this organisational change, an IT structure was required which allows
 A standard view of customer data,
 continuous process support from customer contact to subsequent processing and transaction execution,
 the integration of the existing transaction-orientated banking system without further extensive conversions.
These requirements had to be met by a product and division-orientated IT environment. The core applications of the existing IT environment are transaction-orientated banking systems in which customer accounts and contracts can be managed. These systems isolated the various customer-specific data from each other making an integral view much more difficult.
The Solution

This customer-orientated IT architecture requirement was met with the implementtation of SAP® CRM for a standard customer care and SAP® NetWeaverTM as a systems integration platform. syskoplan designed and implemented major parts of the overall architecture.
Based on SAP® CRM interaction center syskoplan implemented a solution which included:
 Standard view of customer and contract data
 Integration of all communication channels
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