Intuitive Surgical, INC.
Core CRM Service implementation drives Intuitive Surgical‘s Customer Service Roadmap
The Customer
Since 1995, Intuitive Surgical has been the global leader in the rapidly emerging field of robotic-assisted minimally invasive surgery (MIS). With the introduction of the ground breaking da VinciTM Surgical System in 1999, the company has consistently provided surgeons and hospitals with the tools needed to improve clinical outcomes and to help patients return to active and productive lives.
Customer Requirement
Intuitive Surgical‘s customer support and field service solution was on
a legacy Clarify platform that needed to be replaced. The existing platform
was integrated to SAP ERP and presented many integration issues
that needed to be resolved on an ongoing basis. Besides that, ability to
offer better service contract options, implement a global installed base
management system, support multiple product lines and improve the
way partners do business with Intuitive were some core requirements
Proposed Solution
Implementation of SAP CRM 7.0 with its native capability to integrate
with SAP ECC. SAP CRM covered all the requirements of Intuitive
- multi channel enablement for the contact center, field service support,
enhanced service contract and installed based management and
end-to-end business processes that resulted in financial postings / cost
capturing in ECC. The core solution was built around Service Orders,
Service Confirmations, Product Service Letters, Return Orders, Service
Contracts, I-base and I-Objects. Besides the functionality, the ease of
use of the solution with its web-based user interface and the robustness
and scalability of SAP technology were other drivers to adopt this
solution.
