CRM Solution Enables On-Line Configuration and Sales for Direct and Indirect Channels

The Client

A global leader in mobile transaction systems and appliances, Symbol Technologies, Inc. provides innovative customer solutions based ion wireless local area networking for data and voice, application specific mobile computing, and bar-code data capture. Symbol's wireless LAN solutions are installed at more than 45,000 customer locations, and more than seven million Symbol scanners and application-specific scanner-integrated mobile computer systems are in use worldwide. Symbol and its global network of business partners provide solutions for retailing, transportation and distribution logistics, parcel and postal delivery, healthcare, education, manufacturing and other industries.

The Challenge

Symbol’s implemented electronic product-ordering guide that enabled its global user base, partners, resellers, and distributors to look up pertinent information along with its implemented SAP enterprise resource planning (ERP) system were not integrated. Users had to look up information on one system and place orders on the other.

In order to continue exceeding its customers?expectations, Symbol needed a Web-based business strategy including best-practice customer relationship management (CRM) solutions for product and service information, guided selling configuration, ordering, and order status.

The Solution

BearingPoint leveraged the Sales and Channel Management solution offering integration of software, tools, and processes that are designed to help salespeople operate more efficiently through customer service and administrative functions. BearingPoint and Symbol cooperated to implement an Internet-based, interactive product and pricing configurator to complement the on-line ordering system Symbol had recently implemented.

The Benefits

As part of the Sales and Channel Management solution, BearingPoint provided a complete sell-side, Web-based business experience that enables users to perform many functions within one system. This Web-based initiative supported sales efforts as well as increasing revenue and reducing costs while providing improved customer service.

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