The following is a snapshot of our work during this Spring 2021 season
Qualtrics Experience Management
ECENTA integrated the Qualtrics Experience Management platform with the customer's multiple external systems, and provided experience management guidance and support. The customer sought to optimize a variety of external-facing and internal-facing surveys and provide visibility into survey results for multiple stakeholder groups. The Qualtrics solution enabled the customer to obtain additional data points, and report out and act, all the while experiencing no disruption to current workflows.
SAP Commerce Cloud
ECENTA was engaged to implement SAP Commerce Cloud and upgrade the customer's current ecommerce experience, Shure Connect (WCEM platform), built by ECENTA. As part of the engagement we are facilitating a roll-out of a B2B partner shop which will cater to the customer's global needs across all verticals within both the direct and indirect markets. In parallel with the Commerce implementation, we are providing Organizational Change Management (OCM) services and training to ensure a strong and smooth adoption of the new solution for all end-users.
A new project for LyondellBasell Industries kicks off this month for Service Cloud implementation, to enable better customer service from the Customer Success team. The project will utilize service tickets for each customer contact, sourced from all communication channels including telephone, email, and more.
ECENTA was engaged to add functionality for the UFA.com site, including user enablement to buy online and pick up in store. This leveraging warehouse stock to further extend availability for customers.
ECENTA continues to engage with this customer on expanding the usage of SAP Commerce, with new capabilities being addressed as part of Phase 2. A global roll out of these capabilities begin with Australia as the first region to be onboarded to the platform with integration to S/4HANA.
CX Strategy and CRM Roadmap
ECENTA was brought on to support a Digital Engagement Roadmap initiative which is aimed at delivering a 2-3 year CRM Roadmap for the future vision of SPX FLOW CRM solutions, processes, and their impact on key customer segments. Deliverables on the project include discovery sessions with stakeholders, future state visioning workshops to prioritize key business requirements, process mapping workshops to build out future processes, and customer experience mapping workshops to identify and improve any experience gaps.
SAP Customer Data Cloud
ECENTA is also working with SPX FLOW to implement Customer Data Cloud. This solution will replace Okta as the identity and access management solution for all customer facing applications including SAP Commerce, Fiori based portals, and others.
SAP Service Cloud
We are kicking off an implementation project supporting SAP Service Cloud for Florida Crystals Corporation, which includes the routing of tickets to respective teams, utilization of Machine Learning which depends on data quality and volume (providing its own set of challenges!), and training the subject matter experts on the new solution.
ECENTA is implementing Case Management capabilities for the Europe customer service team. This is built on SAP Service Cloud, which is already live for Automotive Returns in EMEA.
SAP Sales Cloud
ECENTA is supporting CMW with the adjustment of international address validation to accommodate different address validation types.
We are implementing SAP Sales Could for Bourns integrated with Vistex Design Registration, as well as Quoting and SAP ECC. The solution provides classic Salesforce automation capabilities including lead management, opportunity management, forecasting, and pipeline tracking.
ECENTA continues to be engaged with this long-time customer, providing training and support services for end-users of the system.
ECENTA recently began this implementation project with Phase 1 in support of the Field Sales teams. Capabilities will include Activity, Lead, Opportunity, Forecasting, and Pipeline Dashboards, and involve SAP S/4HANA integration.
ECENTA is engaged with a project extension which includes a standard implementation for 20 sales users.
SAP Contact Center
As a continuation of a project already initiated and underway, we continue to integrate Spire Energy's Contact Center with various SAP products. We have also been selected to extend our services as a single resource for the next year, in support of SAP Contact Center and the Interactive Voice Response functionality.
SAP Marketing Cloud
ECENTA continues it's years-long relationship to provide technology and business consulting services to Topcon. Services include business process advisement, use case and scenario development, architecture expertise, and usage and trouble-shooting support.
ECENTA continues System Architecture and Functional guidance and support for Marketing Cloud, as well as for SAP Customer Data Cloud and middleware CPI.
Managed Digital Business Services
For a number of customers we are providing ongoing support for incident management, service monitoring, and release management for SAP Service, SAP Marketing and SAP CDC.