Customer satisfaction is the highest priority for the purchasing association of the Schweizer Automobilgewerbes (ESA)

In the highly-competitive automobile tarde, customer satisfaction and customer loyality are decisive competitive factors. Since it is no longer possible to win over unlimited customers in this tight market environment, sales growth must be achieved another way. 

ESA has set this and other things as its goals with the e-shop. Thanks to the 24x7 availability of the e-shop, ESA has taken another step in the direction of the customer service and quality. In addition, with the e-shop customer demands for more product information and price transparency were fulfilled.

Seperating the wheat from the chaff
In a small team of CRM and e-shop specialists, movento consultants, together with ESA project employees, formulated important requirements and the design of the web pages during the concept phase. Thanks to the clear specifications from the concept phase, it was possible to complete the project with a small external team (a CRM consultant, an ISA consultant) and in a very short time (2 months).  Where necessary , the CRM standard functions were adjusted with purposeful expansions to the ESA process requirements.

Why maintain the data in several systems?
An important point for the successful execution of the project was the takeover of data from the product catalogue and classification from R/3 into CRM. This is not posssible in SAP-Standard. For this data movento implemented an R/3-CRM takover.

Annual figures achieved in just 3 months - high acceptance
After just 4 months' project time, the e-shop was turned over to the customer. Thanks to the practical fixed price for the project, the project was without risk  and unwelcome cost explosions for ESA.
The e-shop has met with great acceptance on the part of customers and ESA employees. Since the e-shop is popular with customers, ESA was able to achive the quantitative and qualitative goals set for the firts year within the first 3 months.

Overview of the use of the e-shop

3 birds with one stone: Print, shop, online, and offline information
With the e-shop, ESA has killed 3 birds with one stone. In addition to the e-shop, the data was used in two additional applications: the creation of an Internet catalogue that everybody can use as an information platform about ESA products and services, as well as the creation of various print catalogues.
Thanks to the uniform data basis, data changes are always active simultaneously in all applications. Thus there is no need to maintain redundant data, which means fewer errors and thus improved  data quality and timelines.

Along the way, thanks to the new procedure for creating print catalogues, ESA was able to achieve significant cost and time savings on the one hand and improved data quality on the other.

Central data storage for various catalogue applicaions

Here you will learn more about the movento catalogue solution, thanks to which ESA was able to realize the goals described above.

ESA wins the race against the "Internet" time
The Internet is known to be a dynamic information platform. As a worlwide display window for customers, the e-shop may gather no dust; it must keep pace functionally, in terms of content, and graphically without our fast-moving times.
 According to this motto, ESA strives constantly to improve the e-shop qualitatively and quantitativley. Thanks to the active cooperation of the client, the e-shop was completed on time and adapted better to customer requirements. This makes for increased customer acceptance and friendliness of the e-shop.