Chip Reeves of Dow Corning knows it’s hard to satisfy a customer when employees lack easy access to product details, sales histories, reporting tools and all the other information sales representatives need to do their jobs.

But until last September, Dow Corning did not provide its staff of hundreds of salespeople a convenient access point where they could find all the information that’s relevant to customers. To solve that problem, Dow Corning switched from Oracle’s Siebel CRM software to SAP CRM, and integrated sales functions into one interface using the SAP NetWeaver Portal, says Reeves, who is director of marketing and sales process, and oversaw Dow Corning’s implementation of SAP CRM. Now, instead of having to search through various systems to find what they need, Dow Corning salespeople have just one starting point.

“We used the portal to reframe a day in the life of the seller,” Reeves says.

Dow Corning also has been able to improve CRM integration with mobile devices, allowing salespeople to initiate sales processes no matter where they are.
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