Giovanni Cannella +352 621 32 04 99

DCINEX

COMMERCIAL IMPACT THANKS TO A TAILOR-MADE CRM SOLUTION

As the European leader in digital solutions and support services for cinemas and theatres, dcinex has to process large numbers of customer requests every day. To streamline the management of these interactions and in so doing take its service to a higher level, the company approached Ordina. Our experts implemented SAP CRM Ticketing, as a result of which customer requests are now processed efficiently and effectively. Thanks to seamless integration with the existing SAP ERP back-office, contractual arrangements with the customer are respected at all times. The Interactive Reporting functions in turn ensure that dcinex can easily generate standard reports on the handling of customer interactions. Thanks to this solution employee productivity increased, which in turn pushed down operational costs. This significantly strengthened both the loyalty of existing customers and the commercial impact of dcinex.

DCINEX Contact Contact Giovanni Cannella

customer

dcinex is the European leader in end-to-end digital cinema solutions and services. The company is a merger of sector players XDC, FIT and Bewegte Bilder. The services of dcinex are divided into two main activities. On the one hand there is Exhibitor Services, a complete service for the day-to-day running of cinemas and theatres, from financing and set-up to maintenance, training and other support services. With Content Services the company mainly offers technical assistance such as helpdesk operating, mastering, transcoding, the management of digital rights and such like.

challenge

To improve their services, dcinex was looking for a way to manage their customer relationships more efficiently. Thus, the company wants to get the most out of every customer interaction. The CRM solution had to streamline daily activities in order to increase productivity and reduce operational costs. An integration with the SAP ERP back-end was essential for dcinex.

solution

Thanks to their extensive experience with SAP CRM Best Practices and their considerable familiarity with SAP’s Interaction Center, our experts were able to propose a flexible and affordable solution. Ordina implemented SAP CRM Ticketing. The basic configuration of this software lets dcinex manage customers and current contracts, run marketing campaigns and monitor sales cycles. The company can generate new offers through the CRM Web Client. The Interaction Center module in turn is responsible for managing and handling the various service assignments. Seamless integration with the ERP back-office ensures that contractual arrangements with the customer are respected at all times. Finally, thanks to the Interactive Reporting functions, dcinex can also generate simple standard reports on the handling of customer interactions.

result

The CRM solution that Ordina implemented for dcinex quickly paid off. Using Service Tickets, all customer requests are now processed efficiently and effectively. The processes for lending out material and the various stock movements run much more smoothly. Thus both the loyalty of existing customers and the commercial impact of dcinex have been considerably strengthened.