Case Study: Kronenbourg

  • A Scottish & Newcastle company
  • N°1 brewer in France with nearly a 40% market share

Challenge

  • Concentrate sales strategy to café owners
  • Deploy a contact centre to manage efficiently orders, sales, promotional offers for 25 000 café owners
  • Automate and improve follow-ups

Solution

  • Build an application architecture with the SAP project team
  • Project management : integration of CTI, follow-up with supervisors and users
  • ERS, OCS, CTI, quality monitoring, fax monitoring

Benefits

  • Customer loyalty reinforced
  • Activity improved (calls out)
  • Increased sales with a better management of calls

Partners

Cycos, Genesys, Nice, SAP



Activity
  • Brewer
Size
  • 1670 employees 125 telesales
Weblinks
Address
  • 68, route d'Oberhausbergen 67000 Strasbourg FRANCE