SAP FIELD SERVICE MANAGEMENT



ECENTA is replacing a custom developed system on Lotus Notes that is past its planned end of life. SAP Field Service Management is being implemented with integration to SAP CRM and SAP ECC to replace the home grown field service solution on Lotus Notes. Expected outcomes include many improvements around business process flow, and integration with multiple external systems. The project is progressing through testing phases and will likely prove to be a model for subsequent regional roll outs. Anticipated go-live is early October.

Results
  • Improved efficiencies including a reduction in manual effort in paper-based reporting
  • Native integration with SAP ERP for Inventory, time sheets and more
  • Standardization of processes for project safety checks, expense reporting, technician deployment and customer service inquiries

The work for this organization involves replacing a custom developed system on Lotus Notes that is past its planned end of life. SAP Field Service Management is being implemented with integration to SAP CRM and SAP ECC to replace the home grown field service solution on Lotus Notes. Expected outcomes include many improvements around business process flow, and integration with multiple external systems. The project is progressing through testing phases and will likely prove to be a model for subsequent regional roll outs. Anticipated go-live is early October.



ECENTA is implementing SAP Field Service Management to improve the business process and workflow for field service engineers, dispatchers and managers. The solution will integrate tightly with SAP Service Cloud (C4C) and SAP ECC. The project will also deliver offline access for field service engineers, and provide a single point of entry.



BUSINESS PROCESS DESIGN





This innovative project is software solution agnostic, and through workshops supports business process design around the subscriptions and leasing of medical equipment. Identifying future state business processes that drive growth in revenue, as well as efficiencies in operations, are expected project outcomes.



SAP COMMERCE CLOUD

For this project, the scope includes SAP Commerce Cloud V2 integrated with SAP ECC and Microsoft Finance and Operations. After successfully deploying SAP Commerce Cloud to support the “myUFA” member self-service portal, this project extends the capability for Buy online, Pickup in Store. The project is beginning UAT the week of August 31. Commerce Cloud will replace the existing UFA.com site and bring eCommerce capabilities to the organization.


ECENTA continues to support Insight’s roadmap on continuous feature improvements for Commerce Cloud, Subscription Billing, and Customer Data Cloud to support Resellers purchasing and management software subscriptions as well as enabling Reseller specific storefronts. Live in over 15 countries.



SAP CONTACT CENTER & SAP CRM


This project involves the expansion of the Contact Center investment to offer Chat features as well as various process improvements related to telesales.



SAP SERVICE CLOUD


This project includes continuous improvements for SAP Service Cloud, including continuous improvements related to optimizing field technician selection based on geography and skills, as well as improved templates to accelerate on-boarding new acquisitions into the platform.

Canadian Stewardship Services Alliance continues to invest in their service cloud solution, gather feedback from their end users (internal and external) and prioritizing improvements.



SAP SALES CLOUD



ECENTA is supporting SAP Sales Cloud continuous improvements, including the deployment of Sales Cloud to additional business units, and extending Opportunity Management to support the full Get/Go project bid process.



SAP CPQ


This project currently involves a CPQ rollout for three divisions, which will result in faster, more accurate configuration of products for dealers with a user friendly interface.


ECENTA supports Maroline, Canada’s largest Sub-zero/Wolf distributor, with ongoing changes to their configuration models as well as introductions of new bundled offerings and promotions.



SAP MARKETING CLOUD

After implementing SAP Marketing cloud at Topcon, ECENTA continues to support the business in improving their use of the solution as well as rolling out incremental capabilities.

ECENTA is supporting Aritzia business in the use of Marketing Cloud from many angles. We work with the business to help them better utilize the solution. We also work with IT to ensure data integrations into Marketing cloud work smoothly, and interactions and contact information is kept up-to-date.


ECENTA roadmapped a solution enabling full visibility and control of contact data, the optimization of campaigns, and the improvement of workflows between marketing and sales. Integrating multiple data sources, enriching contacts and accounts, and developing a single view all allowed the business to optimize its targeting – critical to delivering contextual (and relevant) customer experiences. ECENTA continues to support end-to-end campaigning efforts.



Project Updates - SAP Summer 2020