Consumer Goods Success: Siebel CRM and Oracle CRM On Demand

Niko Group.jpg

Niko Group Improves Customers and Prospects Interactions with Siebel
Niko Group, the Belgian parent company of Niko, Niko Projects, and Fifthplay, supplies Europe with innovative, stylish, and user friendly electrotechnical solutions and services. With a wide array of electrotechnical products for lighting control, access control, and energy management, Niko targets the residential market. Niko Projects offers integrated home automation solutions for large residential projects, and Fifthplay offers companies an IP-based information and communication platform to deliver support services to end customers. Challenges:

  • Centralize data for more than 70,000 customers and prospects spread across various legacy database solutions and make it available in a single customer relationship management (CRM) solution

  • Integrate customer and prospect information with the company's proposal creation system and integrate a tool to manage sales leads and prospects

  • Increase cross-selling possibilities for projects through the sharing of customers, leads, and opportunities
"Oracle's Siebel CRM enables us to both improve our quality of service towards existing customers and optimize the way we address prospects." - Guido Peeters, IT Project Manager, Niko Group. Read more.


Loreal.jpg

L'Oréal Brasil Reduces Customer Service Expenses with CRM On Demand
L'Oréal Brasil has a presence in Brazil with 23 brands and four business units for consumer mass market, professional, luxury, and active cosmetics. Two plants in addition to a research and innovation center and a large distribution center support the company's operations. Challenges:

  • Decentralize, in a short time period, the management and hosting of L'Oréal Group's customer relationship management (CRM) system

  • Strengthen security processes for information accessed through calls to a 800 number--which receives 20,000 monthly calls--and consumer e-mails

  • Accelerate the creation of quantitative and qualitative reports for various business divisions, such as corporate management, marketing, and commercial management, quality control, and communications
"Oracle CRM On Demand provided a strong, practical, and strategic tool to manage our customer relationships, increase our customer service team productivity, and improve consumer perception on the company's brands, thus contributing to revenue growth." Graça de Varella, Consumer Service Director, L'Oréal Brasil. Read more.

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