UPGRADE FROM CRM 5.0 TO CRM 7.0 TO IMPROVE CRM INTERACTION CENTER AND CRM MARKETING CAPABILITIES

THE CUSTOMER

LTD Commodities is a leading Internet and catalogue retailer that operates two brands – LTD Commodities, and The Lakeside Collection. Products include everything from home décor, apparel and housewares to books, sporting equipment and tools. LTD provides two of the largest high quality catalogues in the industry and operates two state of the art high volume websites.

CUSTOMER REQUIREMENT

LTD Commodities initially implemented SAP ECC, CRM and BW back in 2009 to replace legacy solutions. LTD’s customer service group uses the CRM Interaction Center to create sales orders in ECC. Due to high volume of ECC transactions that needed to be used, LTD initially deployed the “launch transaction” in SAP CRM Interaction Center. This approach to creating data in ECC proved to be cumbersome, non-performant, and inflexible. Overall the initial CRM deployment met with resistance from various end user groups. There was a strong need to get to the latest version and improve the usability and performance of the solution.

PROPOSED SOLUTION

LTD built a business case to upgrade their CRM 5.0 system to 7.0 EHP1 to leverage the new user experience, improved performance, better segmentation capabilities with TREX and improved customization capabilities. ECENTA also advised LTD to embrace the ERP Sales Order scenario for order taking instead of using CRM Sales orders as this would reduce Middleware traffic and give the agents a quick way to create orders in ECC using a seamless user interface. As part of this solution was the need to build the ability to capture credit card information in a PCI compliant manner. ECENTA also improved the use of the External List Management (ELM) tool to upload leads from 3rd party lists. ECENTA was also involved closely in architecting the move to production, setting up of the landscape strategy to support Production and the upgrade environments as well as sizing of the environments appropriately.

PROJECT OUTCOME

With ECENTA‘s implementation expertise in upgrading CRM from older versions to version 7, LTD was able to give their end users a new solution in a 6 month time period. The upgraded solution provided the agents with a new and improved interaction center which was easier to use and performed much better than the previous solution. With the integrated ERP sales order solution it was also a seamless user experience with users not needing to use multiple UI’s.