SAP C4C Implementation
CHALLENGE:
A top Indian multiplex chain was using MS Excel and files server for the day-to-day sales, pre-sales & customer-support processes. They wanted to have a robust cloud solution that could streamline & optimise these sales/marketing/service processes. We implemented a SAP Cloud for Customer solution that gave them a scalable cutting edge SMAC feature-set while taking away the pain, inaccuracy, & person dependency of the current processes.
We set the goals as follows:
- design a system that is scalable and user- friendly keeping in mind the explosive customer growth plans
- bring in streamlined approval process which were missing previously
- tackle the core task of streamlining day-to-day sales and back-office activities.
SOLUTION:
Design:
We created a crack team of highly experienced CRM architects & designers that worked to the plan:
- Series of workshops were conducted for as‐is business processes to identify key business points and challenges.
- We mapped the current process integration points with back-end SAP ECC for SAP Cloud for Customer and finalized the scope
Execution:
We executed as per scope
- We mapped the business processes using system configuration.
- Then we did Solution walkthrough to demonstrate the configured solution and get buy-in
- We developed as per plan and then setup and tested the integrations with respect to ECC, Mobile and Outlook
- We did the post implementation verification and launched
- Onsite support for go-live activities
- Enablement for end-users
BENEFITS:
A very happy customer with:
- Standardized processes for all pre‐sales activities bringing in complete efficient and transparency to entire org
- Easy-to-use, multi-device, cross-platform application with Outlook integration making for very happy & productive sales team
- Streamlined customer feedback mechanism with necessary SLAs and enhancing customer satisfaction.
