The goal of this project was to implement SAP Cloud for Customer (C4C) both the Sales and the Service module, fully integrated with SAP ECC and replacing multiple systems like Salesforce, and the RT/3 ticketing system and creating an integrated platform with SAP ECC that will deliver a 360-degree customer overview.
Bjorn has led this project from RFI/RFP (buying stage) to the Go-live and fulfilled multiple roles within this project. Bjorn acted as Program Manager for the a larger Program, but for this project Bjorn also acted as Project Manager, and acquired in-depth knowledge of the SAP C4C platform and its integration with SAP ECC, Marketo and other platforms. The client is the first company in the world that uses the C4C service module in a 24/7 scenario. To support this scenario we have built a tailor made back-up/ failover system.
Process scope:
- Lead to Quote (Pre Sales)
- Service Request Intake
System scope:
- SAP Cloud for Customer Sales
- SAP Cloud for Customer Service
- SAP PO/ PI
- Integration with Marketo