Project Details:

An HCL ‐ AXON / BluLeader partnership implementation of SAP’s customer relationship management (CRM) software has enabled QR National Coal division to streamline its central revenue collection and protection requirements, while laying the platform for further rollouts of CRM functionality throughout the organization.

This customer is Australia’s premier coal transport company and a world leader in heavyhaul, narrow gauge railway technology. This customer plays a major role in the Australian economy, operating more than 550 services each week in Queensland and New South Wales, transporting coal from 56 mines to eight export coal terminals and eight domestic customers.


  • Streamline and simplify revenue collection processes at QR National Coal.
  • Facilitate transparent planning of all revenue collection activities and create thebasis for automated billing.
  • Provide visibility of service performance and service (railing) impact to revenue.
  • Integration of complex event driven calculation procedures based on complex and flexible contract agreements.
  • Improve customer satisfaction and service efficiency by capturing all performed services and customer interactions in a single centralized repository.
  • Replace multiple legacy systems with highly integrated SAP solutions and processes.


The following applications were implemented:


SAP CRM Enterprise solution integrated with SAP ECC, SCM EM, BI, Enterprise Portaland non SAP systems for service planning and scheduling

Customer Service

Implementation of CRM Contract, Quotation management (Customer service request) and automated Order management (Intend to rail – service confirmation)

Billing & Accounts

Integration of CRM Billing and ECC Account receivable integration BI (Reporting on service level) and Portal integration (Customer platform to accessi.e. electronic invoices and reports)

Project Outcomes:

  • Revenue collection processes are consolidated, simplified and consistent.
  • QR has implemented a powerful, flexible solution to facilitate the contract management and service planning process.
  • Enhanced and consolidated reporting and planning capabilities, leverage optimization of the internal business processes.
  • Optimized billing (pricing) logic already enhanced revenue in the first live billing period.

Project Achievements:

In 18 months, a leading implementation partner, and BluLeader, a niche SAP CRM implementation partner, implemented, besides the operational system enhancements in ECC, a SAP CRM Contract, Order and Billing solution that simplified and optimized revenuecollection process, replaced several existing legacy systems and is a platform for further customer interaction, service and billing optimization processes.