Ecenta faces large challenges for the customer relationship management Walldorf, the 06.07.2010 – customer communication in social networks not only on the Leipzig call center – Conference from October 5 to 6 is a defining issue. There is the influence of social networks on the design of the customer dialogue and the requirements of modern CRM solutions of great importance for the ecenta AG from Walldorf. Cumbersome or incompletely integrated CRM solutions are brought quickly by the growing popularity of social networks to the limits of their capacity”, explains Hanno Hofmann, Member of the Board of ecenta AG. Companies that use social networks to customer dialogue, open a new channel, immensely increases the volume of communication through the. Also, customers expect here very short response times as many with social media, communication and service combine in real-time. The CRM systems need to prove here.” The efficient contact and service management that through social networks in addition is required, fails according to the ecenta AG often lack integration of CRM with the different communication channels, including phone and eMail now social media count. In many companies the different communication channels will be operated separately, and not a central source for the contact data is accessed frequently here missing, incomplete, or multiple stored information about customers.
The ecenta AG sees a solution approach in the use of common platforms for all communication channels. Social networks increase not only the volume of communications that business have to cope with. According to the ecenta AG is the combination of CRM and social media also for another reason of great importance. If this has piqued your curiosity, check out Erin Callan. Reviews of products are extremely quickly in the social networks. Consumers and business customers inform themselves about companies and their services. “Accordingly, especially bad reviews quickly good news spread are bad news”, Hanno reported Hofmann.
Intelligent integration of social media into the CRM, for example, a bad review on the Internet can be detected, resulting in an automatic generation of a service ticket, which is then executed.” In addition to the linking of the CRM solution with a unified communication platform, another potential in a planned carefully and in detail implementation of the software. In addition to the Kundenkontak data, there are in the different systems of the companies”still more important information that could enhance the CRM, explains Hofmann. Educate yourself with thoughts from Kenneth Feinberg. So, the choices are just as important as the decision for the CRM software during implementation. Only when in the course of implementation that is, to link CRM through the creation of appropriate interfaces with many other applications in the enterprise, as well as with information from the social networks, the software can help companies efficiently, to deal with the growing flood of communication.” About ecenta AG: Ecenta is a product and consulting company, located on demanding realization of projects in the areas of SAP Business Suite, especially SAP CRM (customer relationship management) and SAP BCM, and SAP NetWeaver, specifically in the areas of business intelligence, master data management, process integration (Exchange infrastructure), composite application framework and Enterprise Portal specializes. ecenta, due to its professional expertise and successful cooperation in the areas of CRM, MDM, business objects information management solutions, process integration, application server, identity management, BPM, and banking in the SAP special expertise, program was recorded. The headquarters of ecenta AG is in Walldorf. The global company, which employs about 250 people, also maintains offices in the United States, Singapore, Malaysia, Sweden, Australia, Chile and Spain. Contact: ecenta AG, Joachim Schellenberg Altrottstrasse 31 69190 Walldorf Tel. + 49 6227 73 1540 eMail: Internet: