Case Study

Logista - Global Call Center Based on SAP® CRM 7.0

To address it's evolving business needs, Logista decided to upgrade it's CRM application and integrate it with their more advanced SAP® systems, thereby increasing their ability to service customers' promptly and accurately.

The project involved several lines of business spread across four different countries. This new solution has transformed the way Logista operators interact with their clients and significantly boosted efficiency the management of orders and possible incidents.

The quality and speed with which this project was executed were recognized by SAP®, earning the SAP® Gold Quality Award in the Fast Delivery category.

Logista - Global Call Center Based on SAP CRM 7.0

HIGHLIGHTS

  • ONE CENTRALIZED CALL CENTER across several lines of business and countries based on SAP CRM 7.0 to manage group level customer requests and incidents
  • 30% REDUCTION IN ADMINISTRATIVE HOURS spent for managing customer incidents
  • Integration with SAP® HYBRIS® E-COMMERCE

ABOUT LOGISTA 

Logista is the leading distributor of products and services in southern Europe, serving roughly 300,000 points of sale in Spain, Portugal, France, Italy and wholesalers in Poland. The company, which has more than 5,000 employees on staff, distributes a wide variety of products including tobacco, convenience items, pharmaceuticals, electronic top-ups, books and publications. In addition, it has a comprehensive, modern transport division with its Nacex, Integra2 and Logesta networks.

 

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