Globus: create true customer value
„KPS hat es in sehr kurzer Zeit geschafft, eine stabile SAP-Systemlandschaft für das gesamte Kunden-Management zu implementieren. Sowohl die Migration der Kundendaten als auch die Anbindung an Bestandssysteme verliefen reibungslos und zu unserer vollsten Zufriedenheit.“
Bernd Grande, Leiter IT GLOBUS
CONTEXT
- Fortification of customer loyalty by expanding and further developing the "My Globus" customer loyalty program
- Expansion of the multichannel process capabilities for the 46 self-service department stores in Germany
- Migration of over one million customer data records
- Legacy systems could not fulfill the requirements of the new data protection guidelines of the EU GDPR
BENEFITS
- All information and data about Globus customers is consolidated and available in the CRM system
- Data warehouse system delivers cleansed payment information of customer purchases which is automatically assigned to customer profiles and distributed to other systems
- Customers are addressed in an even more personalized way in marketing: complex, target-group exact campaign management, individually targeted coupons and offers
- Regional adaption of a newsletter with local promotions and offers
- Customer Identity, Consent and Access Management (Administration of customer profile, acknowledge and consent management) according to the GD-PR
KPS APPROACH
- KPS Rapid-Transformation® Methodology
- Alignment of processes and built of a Globus process model adhering to KPS best practice and IPC logic
- Go-live in two phases
TECHNOLOGY
- SAP Customer Experience Suite
- SAP Marketing Cloud (fka Hybris Marketing)
- SAP CRM inkl. Loyalty
- SAP Customer Data Management (ehem. Gigya)
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