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SAP Customer Relationship Management Solution Selected by Adobe

Tuesday, November 12, 2002

Press release from the issuing company

SAN JOSE, Calif., Nov. 11 -- SAP AG today announced that Adobe Systems Incorporated has selected mySAP(TM) Customer Relationship Management (mySAP CRM) as the foundation of its global customer management strategy. Adobe will implement the customer interaction center, mobile sales, and campaign management capabilities of mySAP CRM for 750 users to enhance sales, service, and marketing efforts to its diverse customer base. The selection by Adobe is further evidence of SAP's growing market share as more companies embrace its CRM solution for lower integration costs and end-to-end, customer-centric business processes. Additionally, Adobe will deploy industry-specific functionality of mySAP(TM) Service Provider to manage its professional services group, which provides Web-enabled solutions for customers who are automating document processes across the enterprise. The new solutions from SAP will leverage Adobe's existing SAP enterprise management installation to seamlessly connect business processes across the entire enterprise for maximum value to customers and return on technology investment for Adobe. "Delivering value to our customers and effectively managing our sales and marketing efforts are key to Adobe's leadership and an engine for our continued growth," said Bruce Chizen, president and CEO of Adobe. "The CRM solution from SAP will build on our IT platform, enabling us to better service and maintain our diverse customer relationships." With customers ranging from businesses to individual end users, Adobe will utilize call center capabilities of mySAP CRM to manage service and telesales to customers from both its direct and indirect sales channels. The SAP solution will provide call center representatives with accurate customer information according to license type and with better visibility into its end-user customer base, enabling them to deliver appropriate service levels and track customer interactions. As Adobe expands its presence in the enterprise, mySAP CRM will support Adobe in establishing a direct sales channel to pursue targeted accounts to maximize sales. The solution will ensure that members of the Adobe sales force have up-to-date information on pricing, customer history, and collateral materials, according to their role on the sales team. This information will help Adobe's sales force put forward the best solutions for their customers while driving increased effectiveness and return on sales activities. Adobe will utilize campaign management capabilities from mySAP CRM to target marketing and sales outreach efforts through its direct sales and reseller channels. Campaign management with mySAP CRM enables delivery of complete marketing campaigns, including planning, content development, audience definition, market segmentation, and communications. The solution will interface seamlessly with business intelligence and financials capabilities of mySAP.com® at Adobe for accurate, real-time tracking of return on investment for marketing campaign activities. "Adobe continues to establish its leadership among technology companies through its commitment to growth and product innovation," said Hasso Plattner, co-chairman and CEO, SAP AG. "With the selection of mySAP CRM, Adobe extends this leadership to its customer strategy and enhances the long-term, enterprise-wide benefits it is reaping from its technology investment."




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