Knacks Contribution In Implementing SAP CRM At A Leading Hi-Tech Company

Objective

A CRM 4.0 with service Industry Add on to implement a sophisticated total customer service solution for Clients global customer base covering 60 million consumers. The scope involves implementing assisted support via Call Center's operated across the globe and non assisted support via web. The Channel supported for call Center's are Phone, Chat and E-mail.

The implementation was done in partnership with SAP America and is one of the largest ever project in SAP CRM covering global service operations with approximately 10,000 call center agents.

Environment / Tools

• CRM 4.0 with Interaction Center Web Client
  
• SAP R/3 for backend process
  
• BW for reporting
  
• Other legacy system for various support process.

Scope Of Work

The overall implementation scope involved Analyzing & Designing an optimized solution, revalidating the process with business through prototyping and practicing, implementing the solution through configuration, enhancement & integration, planning the cutover strategy, going live in a phased manner with the solution with multiple language roll outs and supporting the initial go live period with continuous business process improvements.

Challenges

One of the biggest challenges in the overall implementation was to understand clients current business practices which are very complex in nature and translate that into SAP CRM best practices. Several Area's of the service operations require process optimization to reduce support cost and to enhance customer experience. Designing the solution which meets both customer expectations and Agent's expectations required going beyond best practices of SAP.

Performance optimization was another challenge to make sure that an integrated support environment with multiple systems work seamlessly from a process point of view. The overall design had to be optimized for performance and scalability to make sure that clients overall project objective of cost cutting as well as customer satisfaction are achieved without compromising on solution capability.

The technical integration challenges where addressed through XI (Extended Interface) and LSMW (Legacy System Migration Workbench).

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