Mitsubishi Electric Australia is a subsidiary of Mitsubishi Electric Asia Pacific and Mitsubishi Electric Corporation (Japan).
Mitsubishi Electric Australia is a recognised world leader in the manufacture, marketing and sales of electrical and electronic equipment used in information processing and communications, space development and satellite communications, consumer electronics, industrial technology, energy, transportation and building equipment.
Mitsubishi Electric Australia supplies traction systems for trains, giant sports stadium screens and substations that regulate your electricity. Its advanced technology is in everything from satellites to smart factory solutions, through to home air conditioning and refrigerators.
Engagement Summary
Mitsubishi Electric Australia partnered with FAIR to identify a customer and an employee journey including pain points, opportunities and to provide a solution that would help streamline their business processes. One of Mitsubishi Electric Australia’s main challenges was using more than one CRM system and disintegrated operations across their business. To address these challenges and improve customer experience, FAIR assisted Mitsubishi Electric Australia in the development of an integrated platform to speed up and simplify key processes and achieve a 360-degree view of their customers using SAP Sales and Service Cloud (SAP C4C) and SAP Integration Suite.
DELIVERED PROJECTS
The first phase was a process of understanding and identifying the shortcomings of their existing processes and IT landscape, future state architecture inThe first phase, FAIR’s aim was to understand and identify the shortcomings of Mitsubishi Electric Australia’s existing processes and IT landscape, future state architecture including improvement points, new applications and improved business processes and a roadmap to get there.cluding improvement points, new applications and improved business processes and a roadmap to get there.
As part of the outcome of the first project, Mitsubishi Electric Australia and FAIR embarked on a journey to improve the experience and productivity of the company’s employees and enhance the execution of organisational priorities through the implementation of SAP Sales and Service Cloud with integration to existing Mitsubishi SAP ECC backend system, their marketing application (Marketo) and their website for customer self service.
Through this new implementation, there were four major objectives:
Automate current manual processes – core revenue and service processes
Integrate to achieve an end-to-end solution (limited based on scope) for a true 360 view of their customers
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