Anandabazar Patrika is an Indian Bengali language newspaper founded in 1922 by ABP group. According to an Indian readership survey, it is the only major Bengali newspaper in India and has an average issue readership of 5.8 million.
Along with daily newspaper it also publishes the periodicals, books. The company is operated through different sales areas and print locations. ABP group has evolved into a media corporation that has eleven premier publications, three 24-hour national TV news channels, one leading book publishing business as well as mobile and internet properties.
The Business Challenge
In the subscription part of the business, customer relationship management was the biggest challenge for ABP. Along with that there were major challenges that ABP were facing of maintenance and the roll out for the implemented data.
Maintenance of the CRM, ECC application
- Several integration issues from CRM to ECC MSD (Media Sales and Distribution) application.
- Issues in day to day activities.
- Handling marketing / service related issues in CRM.
Roll out for the existing implementations
- Lacked understanding of the existing CRM, ECC applications led to difficulties in roll out for other locations in ABP.
Skills, knowledge and capabilities
- Lacked understanding of the solution which led to problems in permanent and timely resolution of issues.
Critical business financial month end closures
- Delayed processes and resolution of issues that had a direct impact on business reporting along with closing their financial periods in agreed timeframe.
Lack for clarity in processes
- Communication with other IT teams were not clear and responsive.
Taking ownership of issues
- Passing issues to other teams without clear analysis and not following up until full resolution.
- A failing CRM system which was hard to integrate with subscription, retail and finance.
Invenio’s work and partnership in the different aspects of ABP SAP estate has been in gradual in finite increments as ABP grew in its confidence with Invenio’s capability.
Over the last 3 years Invenio is successfully supporting ABP in industry specific solutions over media and customer relationship management with incident, CR management for ABP. Sales, service, and marketing are three major areas which are implemented in CRM which has seamless integration with SAP ECC.