“Software as a Service” -
This presentation is the property of its rightful owner.
Sponsored Links
1 / 18

National Technology & Business Conference PowerPoint PPT Presentation


  • 71 Views
  • Uploaded on
  • Presentation posted in: General

“Software as a Service” - A Case Study Case Study: BEHRINGER Group How a Global Player in the PRO-Audio business used the opportunity given by SaaS to improve its customer service operations. National Technology & Business Conference. 29 November 2006. Content Introduction

Download Presentation

National Technology & Business Conference

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript


National technology business conference

“Software as a Service” - A Case Study

Case Study: BEHRINGER Group

How a Global Player in the PRO-Audio business used the opportunity given by SaaS to improve its customer service operations.

National Technology & Business Conference

29 November 2006


National technology business conference

  • Content

  • Introduction

  • About BEHRINGER

  • Definition and Benefits of SaaS

  • The BEHRINGER Service Strategy

  • RightNow Web Self Service & myRMA.net as major tools

  • SaaS & SOA improve customer satisfaction and reduce costs

  • Your questions

National Technology & Business Conference

29 November 2006


National technology business conference

  • Introduction

  • Matthias Kill, Customer Service & Support Manager, Europe

  • Since 1998 with BEHRINGER, since 2006 European Head of Service

  • BEHRINGER International GmbH is the European subsidiary of the BEHRINGER Group of Companies, located in Willich, Germany

  • 120+ staff in Germany, 3.500+ staff worldwide

National Technology & Business Conference

29 November 2006


National technology business conference

  • About BEHRINGER

  • BEHRINGER develops, produces and distributes PRO-Audio & MI products for beginners, intermediate & professional user

  • Founded 1989 in Germany, BEHRINGER established subsidiaries in 10 countries and sells to markets in 125+ countries worldwide

  • From an One-Man-Operation to a global Player in only 10 years

National Technology & Business Conference

29 November 2006


National technology business conference

  • About BEHRINGER

  • Uli Behringer, Founder & Chairman

  • Group is lead by BEHRINGER Holdings, Singapore

  • Sales subsidiaries in Europe, USA, Singapore, Australia & Japan

  • R&D offices in Germany, Singapore, China & Philippines

  • Factories in China producing ~ 250 different products

National Technology & Business Conference

29 November 2006


National technology business conference

About BEHRINGER

National Technology & Business Conference

29 November 2006


National technology business conference

  • Software as a Service (SaaS)

  • Software hosted by Vendor

  • Usage Based Billing

  • Examples used by Behringer

    • Customer Self Service using RightNow Technologies

    • Customer returns management using myRMA.net

    • UPS XML Worldship

National Technology & Business Conference

29 November 2006


National technology business conference

  • Benefits of SaaS

  • No Capital Cost

    • Subscription or Transaction based billing

    • Reduced Risk of Mis-investment

  • Reduced IT Cost

    • Browser Based / No Installation

    • Vendor does upgrades and data migration

    • Fast Implementation / Low Training Requirement

  • Partner Access over the Internet

National Technology & Business Conference

29 November 2006


National technology business conference

  • The BEHRINGER Service Strategy

  • Web Self Service powered by RighNow Technologies

    • FAQ / Downloads etc

  • Reverse Logistics powered by myRMA.net

    • Partner Access (e.g. Dealer / Service Provider / UPS)

    • Scrap In Place / Exchange (NfO) / Repair (as cost appropriate)

    • Global UPS contract

    • Remanufacturing in Macau

National Technology & Business Conference

29 November 2006


National technology business conference

  • Web Self Service

  • FAQ software solution with powerful knowledge base as basis

  • 24/7 availability in 4 languages

  • 17 customer support agents fulfill all pre- & after-sales support needs

  • Also used as internal knowledge base

National Technology & Business Conference

29 November 2006


National technology business conference

  • Web Self Service Benefits

  • hosted software solution, easy & fast administration done by BEH

  • quick implementation, low training needs for staff

  • Web Self Service reduced email volume by 96 %

  • fast ROI; much more cost efficient than hiring new support staff

National Technology & Business Conference

29 November 2006


National technology business conference

  • Reverse Logistics myRMA.net

  • fully integrated solution for returns administration & reverse logistics

    • all involved parties use the same database with different access rights

  • 24/7 availability Globally

  • Usage on a daily basis by:

    • 30+ BEHRINGER-internal user ( = Warrantor )

    • 100+ BEHRINGER dealer ( = Clients )

    • 20+ BEHRINGER Service partners ( = service Centre’s )

National Technology & Business Conference

29 November 2006


National technology business conference

  • Reverse Logistics myRMA.net

  • The standard procedure:

    • Dealer requests RMA

    • Warrantor issues RMA & arranges Pickup of defective product

    • Service partner (UPS) collects defective product

    • Service Center receives defective product

    • Warrantor arranges replacement shipment

    • Service partner delivers replacement product

    • Service partner processes returned products (refurbishing, disposal)

National Technology & Business Conference

29 November 2006


National technology business conference

  • Reverse Logistics myRMA.net Benefits

  • Ultra Quick Implementation

    • No Installation at BEH or at Partner Sites

  • Low training needs for staff (self-explanatory)

  • Integrated to Dynamics AX ERP System

    • Lower Transaction Cost

    • Lower Error Rate

  • Integrated to UPS XML WorldShip

National Technology & Business Conference

29 November 2006


National technology business conference

  • SaaS & Behringer: Gaining Competitive Advantage

  • Out-of-the-box solution covered ~ 90% of critical business requirements

  • Remaining 10% make the big difference between BEH and its competitors

    • integration of UPS software

      • One mouse click in myRMA.net creates an UPS Freeway ticket on the UPS server and delivers it to myRMA.net

      • UPS shipment tracking information are available directly in myrma.net

    • integration of ERP software (Microsoft Dynamics AX)

      • One specific transaction ( e.g. the receiving transaction ) creates an Sales Order for an exchange delivery on the Axapta server and feeds back information to myRMA.net

National Technology & Business Conference

29 November 2006


National technology business conference

  • SaaS Improves Customer Satisfaction

  • Real-time use by all Service Chain partners of same system:

    • Highlighted Exceptions

    • Correct information available for customers always

    • Reduced Turn Around Time (TAT)

    • Elimenated re-typing “human mistake” factors

  • Customer Self Service

    • 24 x 7 Support

    • Better support

National Technology & Business Conference

29 November 2006


National technology business conference

  • SaaS Reduced cost of After Sales Service

  • Fewer personnel in:-

    • Customer support / Returns Processing / Admin / Accounts

  • Lower IT support cost

  • No Capital Cost / Low Investment Risk

  • Strengthen procedures and workflows = force up SLA’s

    • = improve customer satisfaction

National Technology & Business Conference

29 November 2006


National technology business conference

Thank you for your attention !

Your questions, please…

National Technology & Business Conference

29 November 2006


  • Login