Case Study: Top draw SAP CRM CIC implementation at breakneck speed. Pablo Avila and Paul Vince

Transcription

1 Case Study: Top draw SAP CRM CIC implementation at breakneck speed. Pablo Avila and Paul Vince

2 Learning Points How SAP CRM s intrinsic flexibility can be leveraged to create a new IT service centre operation in a very short timescale How an existing system set-up can efficiently support the scaling of an SAP technology solution How SAP CRM can enable the core ITSM processes to be easily extended to a new service centre operation 2

3 Return on Investment SAP CRM can contribute effectively to an organization's ROI by: Enabling centralized tracking of all incidents and requests Providing a consistent and scalable technical and process solution Facilitating and expediting any future roll-outs Facilitating a centralized Root Cause Analysis process 3

4 Agenda Introduction Colgate Palmolive s Global IT Service Center Current Technical Solution: SAP CRM CIC Scope of the EA Service Center Implementation Expediting the Implementation Using SAP Enabling Core ITSM Processes Using SAP Key Learnings 4

5 Agenda Introduction Colgate Palmolive s Global IT Service Center Current Technical Solution: SAP CRM CIC Scope of the EA Service Center Implementation Expediting the Implementation Using SAP Enabling Core ITSM Processes Using SAP Key Learnings 5

6 Introduction: Presenters Pablo Avila Associate Director, Global IT Service Center 15 years in Colgate 14 years experience in SAP for global projects in technical and functional areas 2+ years leading the IT Service Center organization Paul Vince Manager, EMEA and AP Service Centers 11 years in Colgate Palmolive 9 years experience of delivering global, cross-functional, end-to-end SAP implementations and applications development 2 years IT Service Center management 6

7 Introduction: Colgate Palmolive Company 7

8 Introduction: Colgate Palmolive Company 8

9 Agenda Introduction Colgate Palmolive s Global IT Service Center Current Technical Solution: SAP CRM CIC Scope of the EA Service Center Implementation Expediting the Implementation Using SAP Enabling Core ITSM Processes Using SAP Key Learnings 9

10 Colgate Palmolive s Service Center: Strategy Competency Development Global roles & responsibilities and skill levels Improved service delivery SAME service levels SAME user expectations ONE source of information One Scorecard and tracking tool set Standard & Global Process SAME End-to-End Support Proactive environment Knowledge management practices Lower Total Cost Manage Increased expectations 10

11 Colgate Palmolive s Service Center: Support Overview Global reach: About 24,000 users Provide service center best practices Single point of contact for all IT-related issues Same process, systems, service-level targets Continuous improvement of products and services Strategically located service centers Coverage 7x24x365 (weekdays, weekends and holidays) English Coverage based on local business hours (weekdays) Specific languages based on business needs 11

12 Colgate Palmolive s Service Center: Service Delivery Model Employees Multi-Channel Requests Tier 0 Self-Service Tier 1 SPOC Tier 2-3 Back-Office: Partners, Vendors IT Service Centers End-to-End Integration Portal Telephone e-support Service Center Subject Matter Experts Change Management Employees Chat Knowledge DB 85% Resolution 15% Resolution Inquiry, Transactional Specialization 12

13 Colgate Palmolive s Service Center: Services Business applications like: SAP ERP SAP SRM Standard desktop software like: Microsoft Office Network and communications like: Connectivity LAN Network printing Hardware like: Desktops and laptops Smart phones Etc. 13

14 Colgate Palmolive s Service Center: Completing the Global Group Ireland Euro, Africa GITSC 28.5% of users English/Italian/French/German 2011 Mexico Americas GITSC 55.5% of users Spanish/English/Portuguese Malaysia Asia Pacific GITSC 16% of users English/Chinese/Thai/Russian 14

15 Agenda Introduction Colgate Palmolive s Global IT Service Center Current Technical Solution: SAP CRM CIC Scope of the EA Service Center Implementation Expediting the Implementation Using SAP Enabling Core ITSM Processes Using SAP Key Learnings 15

16 Technical Solution: Why Implement SAP CRM? In line with Colgate-Palmolive IT strategy Large SAP installed base at Colgate-Palmolive Integration with core SAP ERP including Human Resources Complete, consistent IT service operations across all contact channels Scalable solution to supports increasing Colgate- Palmolive business needs 16

17 Technical Solution: Platform Live on SAP CRM Interaction Center 5.2 (Web Client) One single instance for all service centers One service ticket Same configuration across all regions SAP HR system for employee data verification No history from legacy systems 17

18 Technical Solution: Landscape / Architecture Knowledge DB SAP ERP HCM Employee information SAP CRM TRex Search Engine J2EE (Web Client) BI Incident Data Dates data, SLA Service Catalog Customer Data Survey Data Crystal Reports Management Reports Custom Reports Simplified version of landscape for practical purposes 18

19 Technical Solution: Customization Components SAP CRM was customized to meet Colgate Palmolive s needs: Internal and external customers Component: Business Partners Internal and external support groups Component: Business Partners Full organization support structure mapping Component: Organizational structure Full category tree support Component: Service Transactions

20 Technical Solution: Customization Components Service level agreement definition Component: Activities and Service Transactions Incident, Request and Problem tracking Component: Activities and Service Transactions Agent Interface and Incident Processing Component: Interaction Center Integrated customer , templates Component: Webclient and Response Configuration Smartforms Self service Component: Webclient 20

21 Technical Solution: Customization Components Integrated incident alerts Component: Alert Profiles Customer Satisfaction Surveys Component: Survey Suite Knowledge Management Component: UI Framework: Transaction Launcher, Knowledge Search Profile, Webclient, Enterprise Intelligence 21

22 Agenda Introduction Colgate Palmolive s Global IT Service Center Current Technical Solution: SAP CRM CIC Scope of the EA Service Center Implementation Expediting the Implementation Using SAP Enabling Core ITSM Processes Using SAP Key Learnings 22

23 Scope of The Implementation: Complexity 23

24 Scope of The Implementation: The EMEA Region 50+ Countries 3 different working weeks 3 time zones 25+ Native Languages. 6 supported 24

25 Scope of The Implementation: Challenges Large, complex region Varied support mechanisms New processes New tools New team Large change management exercise 25

26 Scope of The Implementation: Timeline Language Key: Supported in English Supported in Italian Supported in French Supported in German Supported in Spanish Supported in Portuguese 26

27 Agenda Introduction Colgate Palmolive s Global IT Service Center Current Technical Solution: SAP CRM CIC Scope of the EA Service Center Implementation Expediting the Implementation Using SAP Enabling Core ITSM Processes Using SAP Key Learnings 27

28 Expediting Using SAP: The EMEA Region Ireland 2011 Euro, Africa GITSC 28.5% of users English/Italian/French/German Mexico Americas GITSC 55.5% of users Spanish/English/Portuguese Malaysia Asia Pacific GITSC 16% of users English/Chinese/Thai/Russian 28

29 Form Team [ Expediting Using SAP: Breakneck Speed Configure system Support 29

30 Expediting Using SAP: What Drives Speed? What drives the speed of an implementation? Simplification Standardization Alignment How was SAP leveraged to apply these principles to the scope of the Colgate Palmolive Global IT Service Center implementation? 30

31 Expediting Using SAP: Project Management Methodology: Simplifies project management by aligning the methodology to the task Colgate methodology is based on ASAP methodology Project Preparation Business Analysis Design and Build Preimplementation and Cutover Go Live and Support Standard SAP customization and master data: Simplifies milestone and task planning Task durations are consistent and more accurately determined Critical path can be more easily determined

32 Expediting Using SAP: Project Management Robust SAP CRM Processes: Facilitates regional process alignment

33 Expediting Using SAP: Customization Standardized Configuration: Simplifies the system setup by reusing and replicating standard configuration Setup steps are documented and known Minimize development effort Minimize training effort 33

34 Expediting Using SAP: Master Data Standardized Master Data: Simplifies master data collection, creation and validation Each country given standard template files Validation driven by simple excel formulae Data requirement more easily communicated and understood Facilitates centralized management and coordination Facilitates reduction in resource and coordination requirement 34

35 Expediting Using SAP: System Connectivity System Connectivity: Simplifies creation of the large number of new EA customers using IT services Direct connection from global HR instance Massive reduction in manual data load for go live 35

36 Expediting Using SAP: Documentation Standardized Training and Documentation: Simplifies the training of new team Standardized configuration Standardized master data Process alignment 36

37 Agenda Introduction Colgate Palmolive s Global IT Service Center Current Technical Solution: SAP CRM CIC Scope of the EA Service Center Implementation Expediting the Implementation Using SAP Enabling Core ITSM Processes Using SAP Key Learnings 37

38 Enabling Core Processes: Key ITSM Components Colgate Palmolive has several core components within it s Service Center strategy Efficient process Knowledge Management Service Management Root cause analysis SAP CRM has enabled Colgate Palmolive to extend these processes to the new organization quickly and efficiently 38

39 Enabling Core Processes: Leveraging SAP Efficient Processing SAP CRM can be configured to meet best practice Knowledge Management SAP CIC provides an integrated solution and also quick links to external KM databases from the agent interface Service Management SAP CRM enables: Solving more problems without escalation by incident, request and problem tracking SLA assessment and tracking A consistent end-user experience Gathering feedback from the IT Service Center customers

40 Enabling Core Processes: Leveraging SAP Root Cause Analysis SAP CRM enables: Visibility of all tickets globally in one system Consistent categorization of tickets Online, detailed reporting to be performed to perform trend analysis Problem management to link discrete incidents to a common cause

41 Agenda Introduction Colgate Palmolive s Global IT Service Center Current Technical Solution: SAP CRM CIC Scope of the EA Service Center Implementation Expediting the Implementation Using SAP Enabling Core ITSM Processes Using SAP Key Learnings 41

42 Key Learnings SAP CRM can expedite a Service Center implementation by: Utilizing a standard blueprint solution for customization and master data to simplify and standardize the project tasks and align processes to best practice Utilizing ASAP project management methodologies Facilitating links to other SAP systems SAP can enable rapid scaling of a defined solution by: Strongly supporting core ITSM processes

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