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07 December 2022

mgm technology partners achieves a 360-degree view of its customers with the help of CONSILIO

Modern lead, opportunity and campaign management is essential to strengthen and expand customer relationships. This realisation prompted the IT service provider mgm tp to take the step into the SAP Sales Cloud with the help of CONSILIO.

Aschheim/ Dornach, 07.12.2022 - mgm technology partners is a leading consulting and solutions provider that develops enterprise applications for the commerce, insurance and public sector based on current technologies and its own platform solutions. mgm is a technology partner and developer behind the electronic tax declaration in Germany - keyword ELSTER. In addition, the A12 platform is a tried-and-tested solution in the public sector for the statutory implementation of the OZG (Online Access Act) by the end of 2022. Further digitisation projects are planned at federal and state level in public authorities and administrations.

In the course of modernising its systems and in order to take customer relations to a new level, mgm decided to implement a lean CRM system. Up to now, the employees worked with different tools such as Outlook, Excel, etc.. As a result, data silos were created that were only accessible to certain employees. mgm therefore wanted to break down the silos, consolidate the customer data already collected and ensure a 360-degree view of all customers and contact persons for the employees via a central administration. After weighing up various solutions, mgm opted for the SAP Sales Cloud. The advantage of the SaaS system is that both external and internal target groups can be centrally managed with it. To this end, mgm commissioned CONSILIO GmbH from Munich to implement a lean CRM in order to trigger the realisation of a lead process with account, contact and marketing management.

Linda Hakasalo-Klett, Senior Consultant, mgm technology partners

We were looking for a state-of-the-art CRM system that is flexibly adaptable and in which we can make minor changes ourselves as users. The SAP Sales Cloud offers precisely these capabilities and CONSILIO tailored the system to our needs.

Linda Hakasalo-Klett, Senior Consultantmgm technology partners

After a fit-gap analysis, mgm decided on an extended version of the CONSILIO package "Sales Starter MVP". In addition to standard components such as groupware integration, which can be used, for example, to send e-mails and query customers and internal employees in the Sales Cloud, this configuration also contains optional functionalities such as campaign management for marketing. In migrating the data, mgm bore the main burden under CONSILIO's guidance by cleaning the data and preparing it internally for migration. Technically, the transfer was then carried out using the migration tool "Data Workbench" of the SAP Sales Cloud.

The Sales Cloud enables mgm employees from Marketing to collaborate more effectively with Sales. Customers can be looked after in a more targeted manner and internal and external events, newsletters or seasonal campaigns can be carried out - for example at Christmas. In detail: Marketing is now able to efficiently filter and implement newsletters or postings on the occasion of certain events via target group management or campaign management in the Sales Cloud. For example, it is very easy to send a link to a survey to customers, the survey itself is seamlessly embedded in the company's website via an iFrame - the customer experience is thus maintained throughout. In addition, marketing and sales use the same database in the Sales Cloud. Both business units therefore always have a comprehensive overview of measures already carried out, the nurture process and the customer's current interests.

Granular rights management in the Sales Cloud also allows mgm to implement different roles. This means: employees from marketing, sales or even external employees are given the opportunity to collaborate with specially tailored views and authorisations. In this way, the role and rights management increases the efficiency of the teams involved.

Within the framework of this technology, CONSILIO also realised the Account Manager and Account Team functions. This allows the account managers to significantly increase the transparency of the process via reporting. In this way, a team manager is always aware of what is happening with the opportunities or which projects the team members are currently working on.

Outlook integration was also an important component of the solution. With this technology, for example, all important data on customers can be viewed, maintained or newly created directly in Outlook. This makes it much easier for employees to maintain contacts, because there is no longer any need for duplicate data maintenance.

With CONSILIO, mgm has set the course for a modern state-of-the-art lead process. Now the company as a whole is challenged to first define efficient lead processes and then subsequently design, shape and establish them - with the support of its partner CONSILIO if required.

With the implementation of the SAP Sales Cloud, mgm is taking a correct and important step towards customer centricity. The SAP Sales Cloud will help to better network all customer-related areas in the future and thus also increase the quality of consulting.

Rasim Özkan, Solution Architect SAP Customer Experience CONSILIO GmbH Contact