Dieses IT-Projekt ist Teil unserer Digitalisierung und Optimierung der IT-Landschaft unserer Kunden. Durch gezielte Maßnahmen fördern wir den technologischen Fortschritt, optimieren systemübergreifende Prozesse und schaffen eine nachhaltige Basis für zukünftige Entwicklungen. Unsere IT-Referenzprojekte dienen als Grundlage zur Orientierung. Sie unterstützen die Wiederverwendbarkeit erprobter Konzepte im Rahmen der Projektumsetzung.
Dies ist eines von 4929 IT-Projekten, die wir erfolgreich mit unseren Kunden abgeschlossen haben.Wobei dürfen wir Sie unterstützen?
CRM Support and on-going development of an affiliate service organization
Kurzbeschreibung
Analyzing and mapping of country-specific service processes to global CRM instance in preparation of the country rollout. Initiating and follow up activities for local demands development. Introduction of new tools and solutions within the system landscape including rollout. After go-live support and continuously adoption of new features into local processes.
Ergänzung
One global Salesforce CRM cloud instance for Sales and Service, including GMS Service Application (incl. Mobile) is the basis for company wide CRM processes. These cloud components are connected via interfaces to several regional and local systems (SAP ERP, MDM, …). The mentioned after go-live support includes activities for local driven changes (Analysis, Solution Proposal, Test) as well as adoption of global changes in local processes. Establishment of local user- and error-management in context of the new system environment. On demand reporting for several user groups and management teams to analyze data and documentation quality in order to communicate required actions via the local SME – and key user team to the end users. Introduction and support of new tools to the organization for corporate identity compliant customer facing documents creation.
Fachbeschreibung
The affiliate service organization hosts a call center for DACH and as well for EMEA for special product lines. The new system supports the end-to-end process starting with the intake of the initial customer contact, coordination of the local field force, in-house repair workshop planning and also handling of repairs from external service providers to the creation of the invoice in the ERP including all required interfaces.
IT-Projektdaten
- Branchen Medizintechnik
- Fachaufgaben BPM: Prozessgestaltung, Geschäftsprozessanalyse, business process management, data analysis, Data Cleansing, data protection, Field Service Support, help desk, interfaces, Monitoring, Prozessanalyse, Requirements Engineering, servicing, Support
- DV-Aufgaben Business Process Management
- Systemumgebungen Cloud Computing, Internet/Intranet, Mobile Computing, standard software: CRM systems
- Vorgehensmodell agile software development
- Programmiersprachen Apex Salesforce, SOQL
Projektbeginn01.01.2018
Kunden, die uns vertrauen
Haben wir Ihr Interesse geweckt?
