Project Details:

Bluleader working with their customer has successfully implemented a contact centre solution using SAP’s Business Communication Manager (BCM) and SAP CRM. This has greatly increased contact centre efficiency as well as driven improved customer service.

The customer is a major supplier of leading edge medical equipment and consumables to hospitals and healthcare professionals throughout Australia and New Zealand.

As a privately held company it is able to source and supply the most technologically advanced medical devices and support these with professional services and training. The customer currently hold major service contracts with clients including, most of the public and private hospitals, clinics and private medical practices across Australia and New Zealand.

Project Details:

The customer has 4 main lines of business services being, Medical Equipment Sales, Service, Clinical Support (including training) and regulatory affairs.
Its operations are located in Sydney, Melbourne, Queensland, South Australia and Western Australia and offices in Auckland in New Zealand. The customer also have distribution services in the USA and Fiji.

As at 30 June 2012, the customer is the largest independent distributor and reseller of medical devices in ANZ and has realised rapid growth with average annual growth of approximately 25% per year over the last 4 years.


To support this rapidly growing business with customers across diverse product lines. The customer required a contact centre that had:

Tight Integration with existing SAP environment and modules

Higher degree of functionality for call centre functionality leveraging SAP CRM

Low total cost of ownership


The implementation by Bluleader of an integrated SAP CRM/BCM platform, included a replacement for the existing contact centre telephony systems and increasing the functionality of the existing CRM IC implementation. This would address the key risk of system scalability, data collection and provide the following benefits:

  • Significantly improve the customer experience when communicating with the customer’s customer service departments.
  • Improve the productivity in the customer service departmentsIncorporate a standardised solution which will be applicable to all customer service contact points within the Group.
  • Provide the right platform to support the customer’s growth and complexity.
  • Provide an Integrated IT system across key business processes and generate process efficiencies.
  • Significantly improved quality and timeliness of information and analysis on which to base key business decisions, particularly in areas such as sales orders and customer service.
  • Ensure order dispatch Service Level Agreements are met.
  • Enhanced tools for real time visibility of call centre workload and the capability to immediately to address workload balancing.
  • Better management information on which to base tactical and operational decisions.
  • Opportunity for further extension of the functions in the implemented CRM/BCM systems to both internal and external clients in the future (in line with the overall IT strategy).
  • Ongoing IT system support and development from a global software provider.

Project Achievements:

  • Improved system delivery with minimised disruption to the business.
  • Extension and greater leveraging of existing solutionsA platform for growth in line with IT and Business Strategy.
  • Greater visibility of customer interaction history.
  • Real time visibility on all communication channels.
  • A paperless solution for the management of all customer interactions.
  • Staff efficiencies that enabled agents to handle much higher call volumes.
  • Improved ‘green’ footprint due to reduced printing.
  • Increased hours of operations as call centres can now divert activities across time zones and holidays.
  • Higher utilisation across underutilised resourcesUp skilling of staff due to skills based routing enabled in CRMImproved customer response times (reportable).
  • Improved customer interaction reportingImproved real time queue management.
  • Ability to provide promotional information to call centre staff for up selling and cross selling will improve sales.
  • Scalable platform for increased business growth.
  • Provides a full integrated post-sales service and maintenance function leading to improved customer satisfaction through more regular and accurate communication and saving staff time in locating key documents.