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Case Study

Kronenbourg

• A Scottish & Newcastle company
• N°1 brewer in France with nearly a 40% market share

Challenge

• Concentrate sales strategy to café owners
• Deploy a contact centre to manage efficiently orders, sales, promotional offers for 25 000 café owners
• Automate and improve follow-ups

Solution

• Build an application architecture with the SAP project team
• Project management : integration of CTI, follow-up with supervisors and users
• ERS, OCS, CTI, quality monitoring, fax monitoring

Benefits

• Customer loyalty reinforced
• Activity improved (calls out)
• Increased sales with a better management of calls

Partners

Cycos, Genesys, Nice, SAP