CASE STUDY
He explained that the implementation coincided with the global COVID-19 outbreak and South Africa ’ s first lockdown , which meant the user community were required to work remotely .
“ Call centre agents could access the SAP Cloud Service solution from their offsite working locations and seamlessly continue to provide the high levels of service and support to our valued customers ,” he said .
Enabling Business Continuity in ‘ new normal ’
While there are still further developments and innovations planned , the implementation has already produced outstanding business results .
Other benefits provided by the SAP Service Cloud module included : the ability to effectively manage increased activity and numbers of customers showing online interest in Isuzu products and after-sales services , the ability to offer financial relief options as well as introduce several service support campaigns relating to vehicle warranties , roadside assistance and other technical services and the ability to route all enquiries and requests directly from the website into the service module where each lead and service request could be recorded , qualified by a customer care agent and sent through to the nearest or most convenient dealer .
“ This proved invaluable to our national dealer network , who were able to contact and continue to service our customers during a challenging time when normal business was regulated by the national lockdown protocols ,” he said . “ The solution also afforded our fleet sales department the ability to continue engaging and building key relationships with our direct customers remotely during what is now a completely different – and very challenging – business environment .”
Meyer added that flexible accessibility and the ability to work off a centralised customer and product platform has greatly benefitted the operational teams . “ As a company we are pleased that our business operations have been able to continue uninterrupted during these extraordinary times , resulting in a strong finish to the year .”
Cameron Beveridge , Regional Director , Southern Africa at SAP , pointed to Isuzu ’ s ability to understand each customer at an individual level and in realtime as a true differentiator . “ In today ’ s ‘ Experience Economy ’, companies that can consistently meet and exceed individual customer expectations will outperform their less agile peers . The outstanding implementation achieved by Isuzu and their implementation partners Dimension Data will serve the business well as it looks to build on its proud legacy in South Africa and beyond .” p
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