23.11.2009

Swissport International

Swissport International extends Customer Relationship Management (CRM) to Executive Tool and Stakeholder Relationship Management.

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Zurich, 23/11/2009. During the last two years Swissport International, which is currently employing more than 33.000 people, has successfully developed a new strategy for CRM and implemented the CRM software solution update.seven in 41 countries. Now, Swissport decided to use the platform as a strategic basis for other core processes and to develop it further – to a platform for all kinds of commercial processes. Currently, operations in the Supplier Relationship Management and Sales Reporting are being integrated. As a Full Service Provider, Sensix supports Swissport International in all matters of CRM.

Swissport International is using the CRM-solution since two years. From the beginning onwards, the focus was on the core processes Key Account Management, Sales Projects and Sales Reporting, and those processes have been optimised gradually. In order to present the important key figures correctly (dashboards) - on the operational level as well as on the executive level - Sales Reporting was one of the primary subject matters in 2009. "In the first twelve months after the going-live we had to succeed in convincing all users worldwide of the CRM-platform's advantage. For, it only makes sense to think in more detail about Sales Reporting if the data acquisition and the updating in the area of sales are working. Without or with bad data reports are useless. However, reporting contributes essentially to acceptance on the top management level. After all, every top manager is supposed to gather information in CRM, which in turn contributes substantially to the acknowledgement on the operational level", says Simon Widmer, Vice President Network Development at Swissport International.

In addition to covering the sales processes, the CRM-platform is now being used also in purchase. The main incentive was to find a tool which would cover both Contact Management and the structured filing of complex agreements with suppliers from all over the world. Moreover, it should be possible to realise this with little effort and in short time.

"SPICE created an excellent synergy. We were able to cover the bigger part of our purchase requirements using the existent CRM-solution. This solution facilitated the adaptation of our specific needs in very short time and with little effort. Although it is technically a database, the sales data is separated from the suppliers data by means of controlling permission. At Swissport, there are user groups who need information on customers as well as on suppliers (station managers). SPICE offers a maximum benefit for those members of staff", argues Bruno Riesen, Vice President IT & Purchasing at Swissport.

"We have developed a basis for the handling of fundamental commercial processes and information. As a consequence, we are now even more broadly positioned in both sales and purchase. Nevertheless, as a CRM manager, one is always supposed to stick to one's gun. Constantly, processes and systems have to be optimised and adapted to new requirements in order to keep the acceptance and thereby the degree of utilisation and the quality of data high. CRM is not a project, it is a road with only one destination: Becoming better and stronger on the market outside", comments Simon Widmer.

About Sensix

Sensix is a European full service provider focused on Customer Relationship Management (CRM) and is, together with over 70 employees, in charge of more than 350 projects. With locations in Frankfurt, Hamburg, Munic, Vienna and Zurich, the business supports more than 250 national and international companies in their CRM initiative in up to 24 countries. Today, Sensix is counted among the biggest dedicated CRM service providers in Central Europe. The scope of services covers the whole value chain of the Customer Relationship Management - ranging from business consulting, development of strategies and the implementation of software solutions of various producers including Microsoft, update, Salesforce and Siebel, to the full operation and outsourcing of the CRM application.

 

 

 

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