Waters Corporation Honored for CRM Excellence and ROI Results from Deployment of SAP® Solution
Peppers & Rogers Group Selects Waters Corporation as Winner of Third Annual 1to1 Innovator Awards for Business Transformation through Integrated Customer Relationship Management
MILFORD, Mass. - December 04, 2003 - SAP AG (NYSE: SAP) today announced that Waters Corporation, a long-time SAP customer, has received Peppers & Rogers Group's 1to1 Innovator Award for its success achieved across marketing, sales and customer service operations through the integration between SAP® enterprise management solutions and mySAPā„¢ Customer Relationship Management (mySAP CRM). A leading solutions provider of laboratory instruments for diverse industries"”including pharmaceutical, life sciences, health and safety, industrial, food and beverage and personal care"”Waters Corporation leveraged SAP's integrated suite of solutions, including CRM capabilities, to gain a 35 percent internal rate of return (IRR, or returns after break-even), yielding $2 million above costs. Waters' use of SAP solutions has helped the company present a single customer interface through a time of organic growth and acquisitions that have almost tripled sales from $332 million in 1995 to $890 million in 2002. A panel of 19 independent judges, comprising executive officers, academicians, analysts and consultants from around the world, granted the award after evaluating companies based on a qualitative assessment and multi-level quantitative scoring in the individual categories of strategy, implementation and return on investment (ROI) results.
"Waters' results are impressive not only in terms of figures, but also in the company's transformation of cost-intensive operations into key enablers of competitive advantage,"¯ said Steve Skinner, president, Peppers & Rogers Group. "We are proud to have Waters in the winners' circle this year, as its CRM success reflects the innovative business vision and initiative that Peppers & Rogers Group aims to highlight with these awards."¯
Waters Corporation used SAP solutions to accelerate its service business around the world and more accurately plan marketing campaigns. The company generated an additional $2 million in revenue through its customer support operations. It also launched c.shop, an online product catalogue that increased the percentage of chemistry sales generated electronically from less than one percent to four percent, and doubled the average dollar amount per transaction.
"Waters' selection for the 1to1 Innovator Award underlines the benefits companies are achieving with SAP's integrated approach to CRM,"¯ said Bill McDermott, CEO and president, SAP America, Inc. "By enabling the comprehensive integration of customer and market insight with processes and partners throughout the extended enterprise, mySAP CRM helps our customers deliver market-driven products and exceptional customer service to improve bottom-line results."¯
For further information on Waters Corporation's CRM ROI results with mySAP CRM, please see SAP's announcement from August 25, 2003 at: http://www.sap.com/company/press/press.asp?pressID=2390.
The ROI Review study on mySAP CRM for Waters Corporation is available for download at: http://www.sap.com/solutions/crm/customersuccess/roi.asp.
About Waters Corporation (www.waters.com)
Waters Corporation (NYSE: WAT) is a leading supplier of high performance liquid chromatography (HPLC) instrumentation and consumables, thermal analysis and mass spectrometry products. Around the globe, Waters products are used by pharmaceutical, life science, industrial, university and government scientists in research and development, quality assurance and environmental testing laboratories. Waters supplies its customers with technology that provides fundamental data on the composition of natural products and synthetic chemical mixtures, as well as the physical properties of materials.
Note to the Editor "“ Internal Rate of Return (IRR)
The IRR methodology is used to compare various investment options which differ in time periods, initial investments and variability of returns in order to establish a single common denominator. IRR by definition asks what it would take, looking at interest rates, to equate the returns (in the various years) with the initial investment. Therefore, by definition, zero (0%) is the reference basis where the returns recoup the initial investment, anything above 0% is the outcome after recouping the initial investment.
About SAP
SAP is the world's leading provider of business software solutions. Through mySAPā„¢ Business Suite, people in businesses around the globe are improving relationships with customers and partners, streamlining operations, and achieving significant efficiencies throughout their supply chains. The unique core processes of various industries, from Aerospace to Utilities, are supported effectively by SAP's 23 industry solution portfolios. Today, more than 20,500 customers in over 120 countries run more than 67,500 installations of SAP® software. With subsidiaries in over 50 countries, the company is listed on several exchanges including the Frankfurt stock exchange and NYSE under the symbol "SAP."¯ (Additional information at )
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