ELIX Polymers extends use of SAP Hybris customer relationship management tool to drive service excellence

ELIX Polymers, a leading producer of ABS resins and compounds, says it will increase its implementation of SAP´s customer relationship management (CRM) solution, SAP Hybris Cloud for Customer, to further streamline processes and strengthen relationships with customers. This will ultimately lead to a significantly enhanced customer experience, ELIX Polymers says.

“This is another step in the company´s mission to provide an intelligent and differentiated service in addition to tailor-made materials solutions for our customers,” says Narcis Vidal, Supply Chain Director at ELIX Polymers. “We believe the SAP technology will enable us to provide a world class service to our customers, and will offer a key differentiator for us in a highly competitive marketplace.

“We know that data enables us to obtain a 360-degree view of our customers, giving us the flexibility to offer them rapid and bespoke solutions to the challenges they face in today’s business environment.”

ELIX Polymers started working with SAP´s Hybris Cloud for Customer solution in 2014, with a successful roll-out in sales and service during 2015. The company sees the continuous evolution of the features and functions of the tool as crucial to meeting the various needs of its business, and forming a fundamental part of its business strategy.

“In B2B, a CRM is fundamental in ensuring excellent relations with customers, and ELIX Polymers has understood this from the beginning,” says Vidal. “Inspired by service models used in B2C environments, we have developed a powerful tool to enable us to provide an excellent service. We have already launched initiatives such as our First Call Resolution, a performance measure, where we aim to address our customers’ needs the first time they contact us using SAP Hybris Cloud for Customer. Thanks in part to the implementation of the CRM and its ability to manage and measure processes, ELIX Polymers last year achieved an OTIF (On Time in Full) rate of 98%—well above the industry average—and a total of 99% of orders without complaints.”

SAP Hybris Cloud for Customer is a cloud-based solution designed from the ground up to help businesses increase their effectiveness and productivity in the teams that interact with customers. Different elements help improve sales effectiveness (SAP Hybris Cloud for sales), respond better to customer requests (SAP Hybris Cloud for Services) and engage with them using social media channels (SAP Hybris Cloud for Social Engagement). “This solution encompasses marketing, sales, service and CRM Social, to help teams create connections with customers and prospects across all channels”.