SAP CRM Implementation Case Study
This is an actual example of how SAP CRM was implemented at a Consumer Goods Company in Europe
My Toys Ltd. intended to replace the existing Consumer Response Solution (CRS) used
by the My Toys Ltd. Consumer Affairs Department (CAD) by the SAP CRM Web IC
solution.
The My Toys Ltd. team requested that the Consultants, based upon previous project
experience, propose a ‘vanilla’ solution scope and supporting implementation approach
that will enable them to prove, quickly and cost effectively, the viability of the SAP CRM
Interaction Centre in the CAD environment.
My Toys Ltd want to adopt Common world class processes and supporting solutions by
which My Toys Ltd. will manage contacts from the customers.
Record and report accurate and meaningful data of contact events, their nature, their
duration and timing.
Long term strategy of Integrating the Front End and the Back End processes.
The following business processes were part of the project scope and were represented by one-page process summaries:
• Capturing and Recording Enquiries
• Resolving Enquiries
• Administration
Each process was followed by individual functional requirements.
The combination of the business requirement and technical approach form the agreed
scope of the solution. Each requirement identifies the process numbers it relates to.
……………………………………….
The full Case Study is a 30 Page pdf document, with process flow diagrams and tables etc that are difficult to put on the website.
So, we will give you the full case study in a pdf format.
Simply subscribe to our Free Newsletter and you will get instant access to the Case Study.
Simply enter your First Name and email, and hit GO!
You can subscribe at ANY time. We will NOT sell, rent or give away your personal information.