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Customer information at a glance
In most companies, the IT landscape has developed historically and thus is segmented. Customer data are therefore generally spread out over multiple systems, resulting in access problems for the users, a lack of clarity and risks of errors when transferring data from one application to another.

To address these issues Bayer Business Services developed the Customer Interaction Center (CIC). This customer management system collects data from a wide variety of source systems and presents it on screen, which can greatly enhance the efficiency of CRM processes.

200 Bayer MaterialScience (BMS) employees at the BMS Regional Service Center Leverkusen have been working with CIC since August 2005. They can view data from up to six systems simultaneously and thus better support their customers.

Enhancements for the field sales force

CIC was also implemented at the BMS Regional Service Center Hong Kong in early 2006. The next step is to enhance CIC for the field sales force by integrating additional business data, such as customer sales figures. Sales representatives can request a dossier – ideally from on the road – that clearly documents all of the key data for a customer in a PDF file.

Bayer Business Services was able to merge a heterogeneous landscape into one application while retaining all existing systems and their frontends. CIC enables the user to interact with other systems in innovative ways, such as via hyperlinks. Mouse-over windows in the CIC mask show the user what sources the data come from and how current these are.

Backend systems are retained

CIC reads data and sends information to the backend systems. The user makes any changes directly in the source system, since CIC is not intended to replace the backends. Bayer Business Services buffers data in optimized access and cache systems to ensure interruption-free performance of the system.

The technical foundation for the BMS project is provided by the portal server platform already in use at the company, which enables a screen page to be composed of various types of content (portlets) by simply adding and removing modules.