20 June 2017

iCRM Coming to the Cloud

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In mid December 2016, HMC commenced a new strategic initiative to create an efficient and intuitive Customer Relationship Management system on the Cloud. Named the iCRM project, its objective is to assist the HMC Polymers Sales and Technology teams to better address customer's inquiries and overall requirements.

To achieve just that, HMC consultants Achievings and SAP have been engaged to develop and implement a custom Software-as-a-Service (SaaS) tool accessible via the Cloud. This will replace HMC's current on-premises system. The chosen solution is called SAP Hybris Cloud for Customers (C4C). The project is scheduled for completion in June 2017.

Improved Customer Response and Functionality
The project was initiated to improve HMC systems capability for our key users, the Sales and Technology teams, allowing them to respond to customers easier and quicker, using SAP Hybris Cloud for Customers (C4C), which is the latest technology system available from SAP for its iCRM-on-the-Cloud platform.

Project Drivers and Goals
One of the key business drivers for the project was to equip HMC's Sales and Technology teams with the latest generation online tool to better manage customer-related activities and interaction, ensuring the highest levels of customer satisfaction. The new system will simplify processes and steps making a more efficient process to deliver customer requirements. The processing capability of the new system will free up time for teams otherwise spent in the creation of reports and other tasks. This will in turn improve our customers' service both in response time and specific needs.

HMC regards customer satisfaction as a key metric of our success as a company. The forthcoming iCRM system-on-the-Cloud initiative will assist us to further improve our service package and response to our valued customers. If you have any suggestions how HMC can improve the quality of our service to you, please don't hesitate to contact us.