Defiance offers productized services, project business and social CRM as part of its SAP CRM service offerings.

1. SAP CRM
Organisations are faced with better informed customers
who want products faster, at a lower cost, better quality
and most importantly a higher degree of customer
from Defiance service. Today, we are in what Forrester terms the “age of
the customer”. According to Forrester, “…Brand,
manufacturing, distribution and IT are all table stakes.
Enabling 360 degree connect The only source of competitive advantage is the one that
can survive technology fuelled disruption – an obsession
with your customer. with understanding, delighting, connecting with and
serving customers.” Customer Relationship
Management can offer this competitive advantage by
helping organisations deliver personalized experiences
to customers, differentiating their brand and building
customer loyalty in the process. In the context of
manufacturing industries, Customer Relationship
Management (CRM) has a unique set of challenges.
Marketing dollars can be wasted because various
activities cannot be evaluated adequately. Services are
seen as burden instead of opportunity to drive business.
Proposals do not often consider customer requirements
and lower the probability of bringing out the right product
and options.SAP CRM has emerged as the solution of
choice to provide organisations with the speed, agility
and flexibility required to protect their market share.

2. DEFIANCE CRM CAPABILITY
Defiance offers productized services, project business and social CRM as
part of its SAP CRM service offerings. With our SAP CRM solutions and
services we cover core CRM functionalities of CRM like Sales, Marketing
and Service integrated with Analytics, Web 2.0 Services, eCommerce and
Portals & Collaboration tools.
Our technology expertise includes mobile applications, integration with
non-SAP developments like Java or .Net, and Duet and Enterprise Duet.
Our consultants have extensive experience in working for automotive,
pharmaceutical, CPG/Retail, Oil and Gas and Utilities industries.
SERVICES
Productized Services
CRM Rapid Deployment Solutions I UI Enhancements I Migration Tools
Consulting and Development
CRM Solution Architecting & Consulting Team I Development Center
PORTFOLIO Social CRM
Social Media Listening I Social Media Integration I Portals & Collaboration
OVERVIEW TECHNOLOGY
Mobile Applications I Non-SAP Development & Integration
INDUSTRY
Automotive I Pharmaceutical I CPG/Retail I Oil & Gas I Utilities industries
PRODUCTIZED SAP CRM SERVICES
CRM Rapid Deployment Solution (RDS)
Defiance CRM RDS is a pre-configured CRM solution based on SAPs
latest CRM product leveraging SAPs industry Best Practices for Marketing,
Sales and Service that can be delivered within a short time frame for a low
fixed price.
CRM Starter Packages
BENEFITS
Quick time to value
The CRM Starter package which includes Accounts & Contacts
Management, Lead Management and Activity Management is the basic
platform on top of which all the other packages are built. The prototype
Implemented in 6-8 weeks offering includes CRM Starter functionality only. The various other
packages which can be built on top of the Starter Package include
Low Risk Marketing, Quick Sales, Extended Sales, Basic Service, and Extended
Pre-configured, pre-tested, Service packages.
Pre-documented solution
CRM Add-ons
Flexible Defiance offers CRM add-ons such as User Interface Enhancements,
Select essential Marketing, Sales and BI/BO-Integration, Data Migration and Mobile Solutions. Defiance provides
Service processes User Interface Enhancements that include Google Maps integration,
Linkedin Integration and Xing Integration. Defiance offers BI/BO-Integration
Scalable & Extendible with Business Objects Dashboards and SAP NetWeaver Business
Based on market leading SAP CRM 7.0 Warehouse. We also offer Data Migration Service using SAP BO Data
Integrator and LSMW & ELM apart from mobile CRM solutions.

3. CONSULTING & DEVELOPMENT THROUGH
OFF-SHORE/ON-SITE MODEL
Defiance has a mature, proven off-shore and on-site model to provide
consulting and development to cater to specific client requirements. Our
on-site consulting team works closely with off-shore coordination. Defiance
adopts a flexible on-site/off-shore ratio depending on the requirements and
complexity with 80% offshore ratio for projects that are less complex and
more than 60% onsite deployment for highly complex projects. The hybrid
development model offers the best benefits of both pure onsite and pure
offshore models in terms of faster development and implementation,
optimized costs and higher efficiency.
SOCIAL CRM
Today, social media is having a significant impact on every facet of today’s
business. Product performance, pricing, and customer experiences are no
longer under the direct control of companies. Forrester calls this “The Age
of the Customer”1. (Competitive Strategy In The Age Of The Customer,
DEFIANCE
SOCIAL CRM
June 6, 2011, Forrester Research, Inc.)
In this age of the customer, the only sustainable competitive advantage for
companies is knowledge of and engagement with customers. Companies BRINGS IT ALL
TOGETHER
need to invest in real-time customer intelligence, provide best customer
experience and service in a collaborative environment, know customers
better, understand their influence and create useful content and Defiance has the capability to support
interactivity instead of one-way marketing. a social CRM strategy with its
end-to-end offerings. Defiance focuses
Given this dramatic shift in customer power and the free movement of
on holistic social media solutions for
information, organisations have to adopt a fundamentally new approach to
listening to and engaging with the
engaging with your customers. This requires a very different
online community. Our integrated
customer-facing approach, a move from traditional customer relationship
technology solutions seamlessly
management (CRM) to Social Customer Experience Management (SCEM).
translate the strategy into working
Traditional CRM solutions, integrated with cutting-edge collaboration systems for your sales, marketing and
platforms, leading social media listening tools, state-of-the-art analytics service teams.
and seamless mobile access provide the foundation for long-lasting
customer experience and top-notch service. • Social Media Strategy, Listening
and Analytics services
In addition to the usual sources of (structured) data organisations need to
use social listening tools to get real time insights from customers about • Social Media and Analytics
competitors. This will help build products and services based on actual Integration to SAP CRM
customer needs. The listening center can also serve as an early-warning
• SAP CRM Consulting and
system and as a source for customer support.
Development
• eCommerce Integration (SAP and
non-SAP)
Blogs Business • Integration of Portals &
Units Collaboration Tools (e.g. MS
CRM
Message SharePoint)
Boards
• End-to-end Mobile Application
Social Data Development including Security
and Device Management
News
BI
SOCIAL LISTENING
MEDIA TOOLS BRAND

4. Scenario and Business Challenges
The customer was running his entire operations on SAP ECC 6.0. The
“BUSINESS EXCELLENCE. customer was using Excel spreadsheets for managing sales data and the
DELIVERED.” unstructured sales data was causing confusion within the sales team.
With CRM functionality for There was no central repository for sales data which resulted in the loss of
leading player in Hi Tech opportunities. There was also no timely follow-up on leads and accounts
which had a negative business impact. Because the sales team was
Industry maintaining sales related data in separate datasheets, it was not possible
Defiance provided basic CRM to prepare forecasts or reports. The customer required the CRM
functionality from within SAP ECC 6.0 functionality without having to make a heavy capital investment in a CRM
by leveraging the existing infrastructure specific product for its Sales Team Management.
with no additional license or hardware The Solution
costs for the customer. The customer Defiance leveraged the existing infrastructure with no additional license or
was a leading player in the hi-tech hardware costs for the customer to provide basic CRM functionality from
industry with several billion dollars in within SAP ECC 6.0.
revenue and manufacturing and
distribution operations spread over Defiance helped segregate leads and opportunities using different
multiple countries required basic document types. A user friendly report to capture lead or opportunity
CRM functionality. status was also developed. In addition the report provided data on the
follow up action and date by when it had to be executed.
The solution also provided for incorporating additional data required by the
customer as text fields and carrying out the text validation. The solution
also included implementation of Prospect Account Management
functionality. The documents were stored in the SAP Content Server using
ArchiveLink interface.
Business Benefits
The customer experienced several benefits through Defiance’s solution to
offer basic functionality by leveraging existing SAP ECC 6.0 infrastructure
and licenses. The solution also addressed all the pain points experienced
by the customer while using the earlier arrangement to manage sales data.
• Reduction in complexity and cost of operations in Sales Data
Management
• Tracking of Lead and Opportunity status made easier through
Analytics/Reports
• Easy allocation of additional fields by enabling users to add text fields
based on configuration
• Reports for easier tracking of contact person associated to sales
prospect/existing customer
• Avoiding data redundancy by making use of existing data
WHY DEFIANCE?
Defiance provides high quality CRM services at affordable prices by
combining excellent functional and process know-how with high quality
technical skills. Defiance offers productized services and packaged
solutions to lower risk and decrease implementation times.
Defiance is able to react fast on the latest innovations and market trends
with its strong relationship with SAP development and field organization.
We have the flexibility of a small company with the solidity provided by the
backup of an international multi-billion dollar enterprise.
To know more about Defiance's SAP CRM solutions and capability write
to us at info@defiance-tech.com. Visit www.defiance-tech.com to know
more about our other offerings.