Project Details:

The company decided to upgrade and further develop their SAP CRM Solution to be able to utilize the new functionality and achieve seamless integration into their existing IT infrastructure.

This customer is Australia’s premier company for manufacturing and delivery of building materials and additives. An internationally operating, privately owned company and plays a major role in the Australian economy, operating with partners throughout Australia.

Requirements:

  • Align IT infrastructure to the newest available release levels (CRM) to be able to utilize new web based UI technology; functionality and integration in SAP Enterprise Portal.
  • Reengineering of existing processes and development of new functionalities and processes i.e. to integrate quotation pricing with CRM and replace existing quotation management system.
  • Re-design of existing CRM solution to be able to further develop the processes currently not supported and be able to utilize new CRM scenarios in the future.
  • Improve service efficiency by enabling employees to minimize administration efforts and add value for their work processes and therefore the company.

SOLUTION:

CRM 4.0 Upgrade to CRM2007· SAP CRM 2007 solution integrated with SAP ECC, BI, Enterprise Portal and non SAP systems for service planning and scheduling

Streamline and simplify Customer / Business Partner management single point of entry and approval in CRM; population to ERP for operational processing

Geo coordinate add-in to enhance the customer data with longitude and latitude information via the Internet based on address criteria

Business Rule Framework and Workflow for Quotation approval process (Management approval)· Fast Order entry solution utilizing SAP CRM Interaction Center with integration of ad- hoc scheduling solution online from IC workplace (external scheduling system)

Implemented Quotation Management including complex predictive pricing and preparation to create pricing conditions in ECC from CRM

Market impact model to support pricing decisions for quotes based on existing Shareholder / Customer contracts and geographic information (Impact on Customer pricing within freely definable Radius)

Project Achievements:

In 8.5 months, Bluleader as leading implementation partner and the Bluleader CRM experts together with the customer’s Australia Team upgraded and implemented a SAP CRM solution that simplified and optimized business processes, replaced existing inefficient solutions and created a platform for enhanced customer interaction, service and optimization and streamlined internal processes in service including the management levels.

  • Quotation management processes are consolidated, simplified and consistent
  • Sales experts are able to derive predictive pricing info and calculate the required price ad-hoc instead of hours of manual investigation and calculations
  • Seamless integration of master data incl. pricing conditions and schemes ECC – CRM
  • Enhanced and consolidated quotation management and order taking capabilities leverages optimization of the internal business processes
  • Automated Approval workflow based on complex business rules to derive the correct approval level and email notification
  • Customer service enabled to use SAP Interaction Center incl. Installed Base proposal for fast order taking and scheduling as well as Alerting

Client Testimonial:

“This customer/Bluleader partnership to upgrade and further develop SAP’s customer relationship management (CRM) software has enabled this customer to streamline its central quotation management requirements, while laying the platform for further roll outs of CRM functionality throughout the organization.” Business Process Solutions Manager, iServices.