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mySAP Customer Relationship Management Drives Arctic Cat Support Center for Dealers
Overview Arctic Cat, which competes for consumers' entertainment dollars, recently faced some problems that were creating dissatisfaction among its 1,000-plus dealers and distributors. Disconnected and outdated departmental call centers, inefficient and untimely customer response efforts, and ineffective call-routing operations caused long wait times for customer service. Impersonal and untimely service delivery, multiple call transfers, and a first-contact response rate of less than 40% did not help matters either. Arctic Cat deployed the mySAP CRM solution to create a state-of-the-art call center that would help the company optimize customer service for its global network of independent dealers and distributors.
| Publisher | SAP | File Format | |
|---|---|---|---|
| Date Published | October 2005 | ||
| Format | Case Studies | ||
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