Global Semi Conductor Company goes live with SAP CRM in 14 weeks
The Company:
This organization is an innovator of high performance analog and mixed signal semiconductors enabling mobile connectivity. The company's power amplifiers, front-end modules and direct conversion radios are at the heart of many of today's leading-edge multimedia handsets. Leveraging core technologies, customer also offers a diverse portfolio of linear products that support automotive, broadband, cellular infrastructure, industrial and medical applications.
Headquartered in Mass. , Customer is worldwide with engineering, manufacturing, sales and service facilities throughout Asia, Europe and North America .
The Challenge:
The company had previously implemented SAP CRM Opportunity Management using the SAP portal. Due to performance issues and the lack of an intuitive User Interface the user community and the leadership team had lost faith in the CRM solution and were hardly using the application.
Customer decided to hire The Principal Consulting to lead the implementation and work together with the internal team to design and implement a brand new SAP CRM implementation. The new solution included the following processes:
| |  Account Management |
| | Contact Management |
|---|
| | Opportunity Management/Design Registration |
|---|
| | Activity Management |
|---|
| | R/3 integration |
|---|
| | |
|---|
The implementation team had to deal with the following challenges:
- End users and management still had a bad taste from the previous implementation
- Small budget and very short timeline
- Global scope
- Limited availability from the internal IT team that was also responsible for Production support of the R/3 installation
- Basis was outsourced and offsite
The TPC Solution:
The implementation went live within 14 weeks and within budget due to:
People: TPC brought in a small team of their most talented people. The functional/management team established an early connection with the executive stakeholders and the end users to make sure that the newly proposed solution would now fit the customer business processes and culture.
The technical team was mostly heads down working on implementing the system, often times working around the clock to guide the offshore resources or working directly with SAP in case of system bugs.
Process: The key here was to keep things simple. For each in scope business process, TPC walked the business team through the CRM menu options and screens, down to the field level, resulting in a signed off document with a detailed description of the all processes captured and mock-up screens to show the business exactly what the new application would look like. This document was then also used as detailed functional specifications and the basis for the training documentation. During the build the detailed project plan was managed on a daily basis and based on regular feedback from the stakeholders, multiple change requests were added without slipping the Go-Live date.
Due to the limited availability of the customer resources, the TPC team also documented all configuration and development work and walked the client through these before leaving the project. During the roll-out two business users traveled around the globe, successfully training all sales offices.
Technology: Instead of upgrading the old CRM system, TPC advised the client to do a new install. This resulted in a quick performing CRM system with totally customized screens, clean data/integration with R3 and fresh configuration. With Basis being outsourced, our technical lead was in constant communication with them to help and make sure they would make the planned dates for each instance.
Change: To avoid the pitfall from the previous implementation executive management and key users were involved from the start and users were trained by sales office. This resulted in a new CRM system that made it easy for the sales folks to manage their clients and track opportunities. With useful pipeline reports sent back to their laptops the users further realized that there was a true benefit in entering the data upfront.
After the Go-Live, the customer's SAP team was able to maintain the CRM system without onsite consultants. User adoption was high from the start and when needed TPC still provides offshore or remote services for this client.
New Jersey