The challenge:
New opportunities for you and your customers regularly emerge with the constant evolution of Customer Relationship Management (CRM) software. Consumers quickly become accustomed to innovations and immediately adopt them as the new standard for the future.
To expand your customer base and strengthen your existing relationships, you need to differentiate yourself from the norm and create a superior customer experience. Intelligent and integrated interactions in real-time characterise a customer experience that is both unique and increases profits. But to achieve this, your CRM software must have the necessary technological capabilities.
The solution:
We support you as a competent partner with our best-practice expertise. Guided by your corporate strategy, we focus on your end users' customer experience to design a solution with the right CRM sofware for your company.
We show you all the suitable technological options that enable an intelligent and integrated customer experience. Our team can implement them efficiently for you at the highest level - from the company-wide holistic introduction of a CRM system to area-specific modernisations and developing custom solutions for highly specific challenges.
Let us help you renew and revitalise your CRM system and processes. Reach out today to find out more.
Our SAP Customer Experience consulting services build on a unique end-to-end service offering. They span from an initial assessment of your situation to customised implementation and after-go-live support. Our services include CRM best practices consulting, teaching agile working methods, change management and training. Besides the core CRM consulting topics, our PwC network enables us to offer services beyond this, such as strategy consulting, UX design, or legal advice in data protection.
Our services are tailored to a broad range of requirements, and our experts have the knowledge and experience to apply them to your scenario.
Find out more about our services in detail here or contact us via our contact form for a personal introduction.
Using internationally recognised IT standards, we determine the maturity of your CRM system’s processes and structures. We identify its weak points and the areas with modernisation potential. This approach enables us to identify and eliminate potential risks in your existing CRM application.
Description:
Our Maturity Assessment is a deep dive evaluation of the quality of your procedures and systems, addressing development, organisation, maintenance and more. On this basis, we determine the maturity level of each respective function. We can then initiate measures for improvement
In workshops, we design with you the future processes, using our business process redesign framework. We follow a dedicated procedure that includes templates and best practices, enabling us to conduct the workshops with you in a results-oriented way.
We place particular focus on the following aspects:
An agile approach and a continuous exchange of feedback to customise and improve operations.
We determine the requirements for your future CRM based on our conference room pilot approach. We use an interactive approach that allows you to see directly in the system how your future processes will run.
The procedure consists of four phases:
Our workshops enable you to document the necessary adjustments in a short time in a language that is meaningful to your future users. You will also gain a practical understanding of how your CRM software will work in the future.
The success of a CRM project also depends on the right test strategy and the appropriate test management. Our test management framework covers the planning and execution of the usual types of tests and includes personnel planning, change management and scope management.
We can also significantly reduce the personnel-intensive test effort with our test automation strategies and tools. Tests do not just start at the end of the development phase but are an intrinsic part of development. For example, a unit test is carried out and documented once a user story is complete. End-users receive a demo of the new functionalities at the end of each sprint and can test and give feedback based on the acceptance criteria of the user stories.
Finally, a structured integration and user acceptance test happens before a go-live. The test management shows a significant advantage of our business process redesign approach: operations develop, and system needs are documented based on user stories. These contain acceptance criteria for the test cases. In this way, you can trace every deviation (incident) reported by users, whether an error in the system, a user question, or a new requirement.
The system makes it possible to directly deduce whether an error in the system needs to be corrected, the training documents expanded, or a change request raised.
Our technical experts create a design based on the SAP Customer Experience (CX) solutions, your business processes and the recorded user stories.
In doing so, we place particular emphasis on:
In certain situations, out-of-the-box software reaches its limits. Sometimes specific functionalities required by your business model are not available. In this case, it is necessary to develop a customised solution for your business model perfectly tailored to your needs. We are the ideal partner for this.
Thanks to our worldwide network of experts and professional development centers, which bundle competencies on various technologies, we are positioned optimally for every challenge.
We are happy to adapt our project management to your corporate culture. We support both agile methods based on SCRUM and traditional approaches. We also offer a hybrid variant of the waterfall approach and SCRUM. In this water-scrum-case approach, we take advantage of both approaches.
The start of a project is characterised by a strongly planned approach. In the software configuration and development phase, the advantages of an agile approach then come into play. Before you adopt your new CRM, it goes through preplanned stages of testing, training, data migration, and final system preparation.
We achieve above-average project transparency and high-quality results through the water-scrum case approach.
With our change management approach, we support you in managing change with maximum success.
We focus on employees' motivation, skills, behaviour, and attitudes - regardless of whether they influence or are affected by the changes.
The most important aspects we consider are:
Those involved are introduced gradually to the changed business routines and structures throughout the project. We design the critical transformation model efficiently and effectively through our comprehensive and proven approach.
After the go-live of the new CRM software, our responsibility for the project's success does not end there. Once the system is in day-day-to operation, further challenges or unanswered questions often arise.
To ensure that the new operations continue to run smoothly in the long term, you will receive our support beyond the go-live to resolve any open questions.
The latest CRM software provides a wide range of functions. Unconfigured, however, these cannot offer any added value for your company. Our experts tailor the technology ready to implement to meet your business’s exact needs.
Our CRM consultants support you in achieving a customised system that ensures functionality and enables you to make the most of its potential.
You also benefit from numerous best practices from previous projects. In this way, the transformation provides you with significant further advantages.
When implementing your target architecture, it is essential to connect the new systems and technologies with the existing system landscape in the best possible way.
Therefore, as well as selecting the individual technologies, it is also vital to use future-proof, flexible and scalable integration platforms. This is important for two reasons:
On the one hand, to ensure the necessary performance and maintenance in the long term. On the other, this is the prerequisite for being prepared for future changes in the architecture, for example, through the integration of more systems or services.
Through our global network of experts, we can draw on specialists from established providers of every technology to implement even the most complex integrations successfully.
When transitioning from the old to the new CRM software, migrating your company's data is essential to the implementation. In most cases, this offers the opportunity to modernise data structures and increase data quality.
Our proven Big Data and data migration specialists analyse, transform, and migrate your company's data using sophisticated procedures. Your new CRM system can benefit directly from your optimised datasets and seamlessly integrate and improve operations.
Involving your business departments in selecting the data for migration and mapping it to the new structures and quality gates are integral to our approach.
The critical milestones for data migration are:
The benefits of cloud-based systems are driving more and more companies to migrate from their existing on-premise systems to advanced cloud technologies. In doing so, they must identify and manage significant challenges early. These include a wide range of issues such as the right project approach, coordinating the required resources and data migration and integration.
The following points are essential to project success:
These points can be highly complex to realise. Our experts have the necessary experience and expertise to integrate in-house system developments into your new cloud.
How can added value be created for your company?
What is the best user experience?
How do we realise it?
The strategy sets the tone
We use industrial and functional expertise to support the most relevant concepts.
Focus on the experience
People-centred thinking engages and inspires all individuals and breathes life into concepts.
Technology supports the implementation
We combine the necessary technologies into a platform with the best concepts to create a roadmap.
Modernising your CRM software opens many benefits for you and your customers.
Each area of CRM has specific requirements. A CRM system needs certain functionalities to master them. In the following overview, we list these challenges and explain how you can overcome them.
Classical marketing measures are becoming less and less effective, and the standards for modern marketing methods are continuously evolving and becoming more demanding. To reach your leads and customers and exploit the opportunities of digital and data-driven marketing, you must overcome the following challenges:
We would be happy to inform you about the details, possibilities, and advantages in a non-binding discussion. We analyse your digital marketing’s maturity with you to create data-driven marketing by combining business, experience, and technology knowledge.
From desktop to mobile-first to headless commerce, customer interactions in e-commerce are now a multi-channel experience.
In this context, headless commerce means that the backend logic and content can be made available via high-performance interfaces on any front end – the head.
The SAP Commerce Cloud (formerly Hybris Commerce) offers these interfaces and, with Spartacus, provides a matching encapsulated front end on the latest technology stack.
Consequently, managing content and the context-related control of interactions play a central role.
Implementing personalised customer experiences along with efficient order processing are two critical success factors. Customers often want to hold their purchased products in their hands immediately. So, quick delivery is significant in determining whether their shopping experience was satisfactory.
We would be happy to give you more information and explore the possibilities and other advantages in a non-binding discussion.
To close sales successfully, sales staff need comprehensive customer information at each touchpoint in the customer journey. An efficient and flexible offer design, simple and efficient billing management processes and sound administration of sales regions are also crucial for success. It’s also becoming increasingly important to help sales staff make quick and targeted decisions. SAP Sales Cloud (formerly SAP Cloud for Customer or C4C) specialises in facilitating salespeople’s work, accelerating closings and maximising success rates.
We would be happy to give you more information and explore the possibilities and other advantages in a non-binding discussion.
In saturated markets especially, maintaining and strengthening existing customer relationships is essential for a company’s sustainable turnover. Outstanding service plays a vital role but requires a holistic approach across all channels. For a compelling customer experience, your services must be flexibly and intelligently structured to retain customers in the long term.
We would be glad to give you more information and explore the possibilities and other advantages in a non-binding discussion.
Handling customer data properly is central to business success but comes with significant challenges. Your customers and partners want personalised and seamless experiences without compromising trust and control over their data. Additionally, the ever-changing technological and regulatory environment makes it difficult to realise the full potential of your customer data.
We would be glad to give you more information and explore the possibilities and other advantages in a non-binding discussion.
Companies’ CRM systems often grow organically over time and are extended by individual applications within the CRM. These systems are usually particularly well adapted to internal business processes. However, if a new underlying CRM replaces the old one, adopting such extensions is not always possible. This approach is also no longer in line with best practices. In such cases, you need a suitable platform that supports the smooth integration of customised solutions into the new CRM solution and other existing systems.
We would be glad to give you more information and explore the possibilities and other advantages in a non-binding discussion.
We transform business models for sustainable customer growth.
Insight into our work at Customer Transformation.