Bossch Rexroth Case Study

Introduction to Bosch Rexroth CRM
Customers particularly expect good service from Bosch Rexroth, i.e. perfect technical consultation, customer orientation, flexibility and speed. Unfortunately, the current system environment cannot provide the necessary standard processes and transparency of information on the market, competition and customers and consequently we lose precious time in every sales opportunity because today information is missing or lost. The acquisition processes are not continuously supported, we lose time and customer acceptance as we have to clarify responsibilities and obtain approvals. This is exactly where ICM comes into play as ICM is used to determine uniform, continuous standard processes and create transparency.
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Benefits and advantages of ICM
The core target is the increase in the Sales' value added through efficient customer management. This can, however, only be achieved by consistently supporting the main pillars:
Process optimization:
Reduction of the process runtime and the process transparency offer enormous potential for Bosch Rexroth. Pre-structured process chains for the complete prospect/customer service with flexible functional modules guide us on the best practice way and still allow us to address customer requirements. ICM standardizes and facilitates the target group- or business case-specific and continuous customer service across former system limits. Combination of the different IT systems in one extensive customer management system leads to reduced entry efforts as data recorded once is transferred to the next process. There is thus efficient support from the acquisition process to the order processing through to the service which will have a positive effect on the success rate.
Redundant processes are to be identified and avoided, which will again positively influence the process
Having their database on a public internet server might not be the best option for companies who have the resources to support their own.
Higher security- If the company's information is private or highly regulated through Service Level Agreements, an on-premise CRM system may be required. Healthcare providers, for example, deal with sensitive customer data that shouldn't be trusted with an outside server.
Directly involved with business decisions- Though the automated applications of cloud CRM may be a useful tool for some businesses, others may prefer more direct control over updates to their information
Might not actually be cost effective- An on-premise CRM system option may actually end up being more cost effective for your company if the per-user cost does not work in your favor. If a large amount of workers need access to your database, it may be less expensive to host your own system.
Less susceptible to outside issues- Having an outside service provider may make your maintenance less of a headache, but it also makes your company more susceptible to connectivity issues with your service provider. On-premise systems also lower the chance that your data will be inaccessible to your workers at any given