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.