Bowi

www.sti-innsbruck.at© Copyright 2008 STI INNSBRUCK www.sti-innsbruck.at

Bowi

www.sti-innsbruck.at

1. Background

• Founded in 1987

• Based in Landau, Germany

• Focused on Customer Relationship Management in all areas of sales,

marketing and service

• Our guiding principle: "Long-lasting relationships with our

customers"

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2. Solutions

• A solution combines a method, organization, technology and

implementation in the context of a project, working to fulfill a

strategically defined objective in the organization of a company and its

environment.

• 3 Solutions:

– xRM Analysis and Design

– CRM Projects

– CRM Services

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2.1. xRM Analysis and Design

• bowi believes in extending CRM to all of the relationships across the

entire value creation network.

• Based on our models, bowi determines an organizational solution (a

process design) and the necessary technology to meet the needs of

customers, for example by mapping the processes in a CRM system

(data flows, monitoring, etc.).

• The overall conceptual design is implemented in a project, resulting in

the optimization of the quality of relationship management.

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2.2. CRM Projects

• Depending on the customer's needs, bowi helps select the software

supplier and provide support during the presentations and decision-

making.

• During the entire project life cycle, bowi is responsible for its progress

and maintaining motivation.

• Bowi solutions support organization and change processes with

effectively implemented technology.

• “we design long-lasting and flexible systems that promote relationship-

oriented company growth.”

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2.3. CRM Services

• Technical areas

– ERP integration

– BI integration

– Database management

– Integration of external systems and data

– Programming/customisation

– Integration of mobile devices (mobile CRM)

– Operation of the system and hosting

– Website connection

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2.3. CRM Services

• Training, support, data quality and services

– Training

– Different levels of (technical) support, reliable operation of CRM

technology

– Different levels of (conceptual) support, guarantee secure

processes

– Management of data duplicates

– Campaign support (selection, analyses, address handling)

– Interactive marketing

– Preparation of market data

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3. Products

• 4 Projects:

– Selligent Relationship Management

– Selligent Interactive Marketing

– Selligent Mobile CRM

– xRM Ecosystem Cockpit

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3.1. Selligent Relationship Management

• is a generic software solution that supports all of the processes in the

customer lifecycle and the company ecosystem;

• serves as a portal for all of the information the user requires, including

data from outside of the xRM database;

• provides sales, service and marketing teams with a comprehensive

picture of customer and communication activities:

– makes connections between customers and market partners visible,

– calculates customer satisfaction indicators.

– the database is directly synchronized with groupware such as Outlook and

provides a clear overview of the status of multi-level campaigns

• Users can largely customize the tool on their own, also after it has been

implemented, without any time-consuming program updates.

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3.2. Selligent Interactive Marketing

• Individualized interactive communication

• Communication across all channels

– SIM identifies the topics and channels customers react to – e.g. letters, emails,

questionnaires, sweepstakes, etc. – by analyzing the response KPI*s and

assigning a category or interest score to customers in the CRM database.

– If customers react differently or are interested in varying topics, the campaign

can split and specifically address sub-groups

• Listen to the market – understand what customers want

– SIM measures whether customers have read or deleted the campaign emails,

whether they have visited the website via a specific link or have viewed and

bought certain products in the web shop.

– With targeted questionnaires and sweepstakes, organizations find out more

about their customers and adapt campaigns to their needs

– Marketers tailor their campaigns to the reactions of their customers across

multiple channels and, as a result, boost brand loyalty with customized

campaigns.

– ensures that customers are addressed individually

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* KPI = Key Performance Indicator


3.2. Selligent Interactive Marketing

• Plan virtually and monitor what happens online

– With simple drag & drop, users assemble elements in the graphical

scenario builder, making it easy to design different concepts –

ranging from confirmation of registration to personalized websites

through to extensive reactivation strategies implemented on a

cross-channel level and telemarketing options.

– Marketers test the campaigns they have drafted in simulations

performed on small parts of the overall target group and monitor the

performance of individual components of the campaigns in detail on

analytical dashboards

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3.3. Selligent Mobile CRM

• directly access the central CRM application from their smart phone or

tablet.

• Depending on their roles, users are allocated the same access rights

and are subject to the same rules as in the office.

• Users are kept informed on time-sensitive data, such as appointments,

complaints and participation in campaigns when they are out of the

office and they can use their mobile devices to update information such

as classifications, notes and service orders.

• During a field visit, customers can sign important documents, for

example service orders, directly on the smart phone or tablet.

• The certified document is stored and can be accessed by all persons

involved in the CRM database and is automatically sent to the customer

per email.

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3.4. xRM Ecosystem Cockpit

• The challenges of network building and transparency beyond

company boundaries

• Cockpit-based solutions: from the Value Chain Cockpit to the xRM

Ecosystem Cockpit

– bowi was a partner in the Value Chain Cockpit (VCC) research project

– defined a cockpit-based solution that brings together all of the essential information

across the value chain of a company.

– On the basis of the prototype developed in the research project, bowi is introducing a

new product - xRM Ecosystem Cockpit - in 2012, an end-to-end tool that enables the

visualisation and management of complex value chains and provides a sound basis

for optimally managing relationship networks.

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4. Research Projects

• 2 research projects:

– Value Chain Cockpit

– Social CRM-Intelligence

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4.1. Value Chain Cockpit

• conducted from 2009 to 2011

• defined a cockpit-based solution

that brings together all of the

essential information across the

value chain of a company

• Company ERP (Enterprise

Resource Planning) systems are

extended to include

comprehensive views of customer

relationship management,

production and logistics data from

CRM and SCM systems.

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4.2. Social CRM-Intelligence

• November 2011

• These focus specifically on

supporting corporate interactions

with the social Web.

• detect trends and understand

comments, opinions, requests

and messages that are posted

online.

• facilitate communication via

social media channels.

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5. Associates

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6. Some statistics

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6. Some statistics

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www.sti-innsbruck.at 20

Bowi

Presentations & Public Speaking

Transcript of Bowi