Hollister Experience with SAP CRM Upgrade from 4.0 to 7.0

Transcription

1 Orange County Convention Center Orlando, Florida May 15-18, 2011 Hollister Experience with SAP CRM Upgrade from 4.0 to 7.0 ] Severina Vilenchik Hemanth Singh Incorporated

2 Introduction - About us Severina Vilenchik Senior Specialist Business Analyst CRM 12+ years SAP ECC, CRM, BW experience Hemanth Singh Senior Business Analyst CRM 6+ years SAP CRM, ECC experience 2

3 Introduction About Hollister Incorporated Hollister Incorporated is a global company Develops, manufactures and markets healthcare products Servicing over 90 countries on six continents 3

4 Introduction Hollister Around the World Independent, Employee owned Company Employees: Around 3,000 associates Based: Libertyville, Illinois, 40 miles from Chicago Manufacturing Facilities: US, India, and Europe 4

5 Key Learning Points Learn why the upgrade from 4.0 to 7.0 is considered not a technical upgrade but a re-fit project Discover how improvements in the SAP CRM 7.0 translate to a customer satisfaction Challenges in converting the SAP GUI to WebUI Added complexity with third party software Key Success Factors 5

6 Agenda Introduction SAP CRM at Hollister Incorporated Why it was re-fit not technical upgrade Project Phases Challenges Advantages Key Success Factors Lessons Learned 6

7 SAP Transition at Hollister MM SAP R/3 4.6c PP MM SAP ECC 6.0 PP SD After Upgrade SD HR FI HR FI SAP CRM 4.0 SAP BW 3.1 APO SAP CRM 7.0 SAP BI 7.0 APO 7

8 SAP CRM at Hollister Incorporated Business units in Hollister US, UK and Canada Areas activated in CRM Interaction Center Telephony integration (CTI) Account Management Activity Management Order Management Customer Segmentation Territory Management Organization Model Middleware 8

9 Agenda Introduction SAP CRM at Hollister Incorporated Why it was not just a technical upgrade Project Phases Challenges Advantages Key Success Factors Lessons Learned 9

10 Why it was not just a technical upgrade Transition from SAPGUI to WebUI for all CRM business applications Standardize processes across the business units Functionality gaps between CRM 4.0 and 7.0 CRM screens needed to be designed or customized 10

11 Why it was not just a technical upgrade (continued) Third party systems integrated with CRM require an upgrade to be compatible with the 7.0 version Data Integrity Tool DataFlux Telephony Integration adaptor (AMC) Territory Management had to be re-designed Pain points caused by limitations of the CRM 4.0 system were eliminated New security concept was introduced with

12 Agenda Introduction SAP CRM at Hollister Incorporated Why it was re-fit not technical upgrade Project Phases Challenges Advantages Key Success Factors Lessons Learned 12

13 The Roadmap. Phase 1 1 Month Assessment Phase 2 1 Month Prototype Phase 3 2 Months Design Phase 4 2 Months Build Phase 5 2 Months Testing Phase 6 1 Month Training Phase 7 Sept Go Live Total Duration of the Project: 8 Months 13

14 Project Phases - Assessment Foundation for the project Assess how the main business processes will work in the upgraded CRM system Evaluate functionality gaps between the CRM 4.0 and 7.0 Evaluate the compatibility of existing third party systems Review custom enhancements 14

15 Project Phases - Prototype Built a prototype of CRM 7.0 system for all Business Units Retained CRM 4.0 Business processes Modified 130+ screens to accommodate existing processes in the new version Conducted a 2 day workshop for the CRM Users Presented and reviewed the new working solution 15

16 Project Phases - Design Designed the new SAP CRM system to accommodate all existing business processes Designed an unified workplace for Hollister global CRM users Categorized the design phase into the following Screen Design Functionality Design Completed the Security Design 16

17 Project Phases - Build Re-coded custom programs to fit the CRM 7.0 framework Screen layouts built: Built new screens and incorporated certain Sales Pro related views into Interaction center views Rebuilt security Third Party Interfaces upgraded: Developed an interface for DataFlux Address verification Upgraded the CTI adapter 17

18 Project Phases - Testing Scope Unit Testing Testers: Business Analysts, Developers Integration Testing Three rounds of testing were done Testers: Super Users, Business Analysts Performance Test Used the Load Runner Tool Mock Production cutover - simulation of production cutover Three mock cutovers executed in test environment 18

19 Project Phases Testing (continued) Strategy Separated screen testing from functionality testing Involved super users at early stages of testing Conducted multiple rehearsals for production cutover 19

20 Project Phases - Training Strategy Train the Trainer End User Training Trained at the workstations by Super Users Timing Super user training was conducted prior to Integration Test 1 Two Phases for end user training: Prior to Integration Test 3 A week before go-live Training materials were created in house 20

21 Project Phases - Go-Live Labor Day 2010 Go-Live ECC 6.0 and CRM 7.0 went live simultaneously 24/7 Support Both Technical and Functional resources available in each Business Unit Key users conducted preliminary test Seamless transition with no downtime for our Call Center No major issues encountered 21

22 Go Live Result User acceptance was an overwhelming success!!! 22

23 Agenda Introduction SAP CRM at Hollister Incorporated Why it was re-fit not technical upgrade Project Phases Challenges Advantages Key Success Factors Lessons Learned 23

24 Challenges For the Technical Team Lack of WebUI expertise in-house Pre-defined hard coded values in the CRM 7.0 Different behaviors of the Result Lists in different views Incorporating certain features from Salespro Role to Interaction Center One screen development can lead to work on multiple other screens 24

25 Challenges For the Technical Team (Continued) Setting up Territory Management Functionality Gaps in 7.0 Multiple phone numbers not supported in CTI dial pad Confirm Activity partners from Agent Inbox Multiple filters for target group creation not supported Download limitation from Segment Builder applet to Excel 25

26 Challenges For End Users Transition to the new Web User Interface Using SAP CRM on a Browser Using Multiple Sessions 26

27 Agenda Introduction SAP CRM at Hollister Why it was re-fit not technical upgrade Project Phases Challenges Advantages Key Success Factors Lessons Learned 27

28 What did Hollister CRM Users gain? #1. Improved Screen navigation: All information is in one screen or one click away Breadcrumb trail - allows users to go backward/forward to screens visited #2. Screen Personalization #3. Robust Searches #4. Agent Inbox: Multiple new features Managers ability to review activities for their teams Pre-Defined Quick Searches Forwarding activities from one agent to the other 28

29 What else did Hollister CRM Users gain? #6. Briefcase - quick view of the customer information # Degree view of a customer (Account Overview) #8. Defaulting fields for Account Search, Account Create #9. Improved CRM Organizational Model - from flat to Hierarchical 29

30 More Gains!!! #10. Improved ability to view and manipulate data to/from other systems #11. Ability to view BW reports directly from CRM #12. Web Service tool for integration with non-sap systems #13. No SAP logon pad is needed 30

31 Hollister CRM DEMO 31

32 Agenda Introduction SAP CRM at Hollister Incorporated Why it was re-fit not technical upgrade Project Phases Challenges Advantages Key Success Factors Lessons Learned 32

33 Key Success Factors Include Assessment stage to the upgrade project Train Basis and Development Teams on CRM 7.0 in advance Engage business users early and extensively. Conduct extensive and timely end user training Perform multiple dress rehearsals for the Go-Live 33

34 Agenda Introduction SAP CRM at Hollister Incorporated Why it was re-fit not technical upgrade Project Phases Challenges Advantages Key Success Factors Lessons Learned 34

35 Lessons Learned Whatever you test TEST thoroughly in WebUI Do not ASSUME your 3 rd Party Tools will work with WebUI Stress test is MUST to have to ensure good performance Experts in CRM Web Client Development are needed 35

36 Questions 36

37 Contact Information Severina Vilenchik Hemanth Singh 37

38 Thank you for participating. ] Please remember to complete and return your evaluation form following this session. For ongoing education in this area of focus, visit SESSION CODE: