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BMW

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Customer 

BMW is a manufacturer of luxury and performance vehicles. The group’s U.S. manufacturing facilities are part of the company’s global manufacturing network and the company’s sales organization is represented in the U.S. through networks of passenger car and light truck centers, motorcycle retailers, passenger cars dealers, and Rolls Royce Motor Car dealers. The BMW Group's sales and distribution headquarters for North, Central and South America are located in Woodcliff Lake, New Jersey.

Challenge 

The company embarked on an IT enterprise initiative to consolidate, integrate and upgrade their CRM platforms and implement new requirements for all users across multiple locations. The Siebel application was the central repository of integration for all web applications used in North America and Canada. In addition, there was a CTI need, with multiple, complex workflows running 24/7 that supported customer service users, and email servers for automated and customized response management. The application also had multiple smart scripts and web services to facilitate the responses for user interactions. This information was also sent to and presented in Siebel. The primary users of the CRM are financial managers, analysts, marketing managers and customer services representatives.

Solution 

Eagle Creek deployed a team of a Project Managers, Technical Leads, and Technical Architects onsite combined with off-site teams based out of Eagle Creek's, Valley City, ND technology center. The teams successfully completed the redesign, integrations and upgrade of the Siebel application.

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bmw

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