The Eldorado company develops power of corporate solutions of SAP

The consulting company Accenture completed project implementation on automation of service transactions in Eldorado company, the press service of the company reported on January 29, 2013. The technology tool in the project - SAP CRM.

Start

For the purpose of process optimization and acceleration of service transactions in Eldorado company the decision on the organization of independent service division and also automation of service processes on the platform of SAP products is made.

As the partner in the project the Accenture company as having considerable expert experience is selected.

Accenture offered approach of the accelerated system implementation on the basis of the set-up solution Accenture EtR (Easy to Run) allowing to reduce duration of early project phases due to use of a demo system and failure from a prototyping stage.

Solution

The project SAP solution CRM Service automates all chain of service processes, since processing of the address of the client and finishing with settling with suppliers of the equipment.

"Processes of warranty and post-warranty repair are rather difficult and are closely crossed with processes of commodity accounting of the repaired equipment and also financial processes by customer interactions and producers, – Maria Grigorieva, the head the SAP experts of Accenture company noted. - This fact, certainly, demanded considerable attention from a project team, and as a result we received the solution which is completely answering to specifics of activity of service division of Eldorado company".

The uniqueness of the implemented system is characterized first of all by the highest integration scale of SAP CRM Service with the SAP product ERP. The standard functionality of integration of SAP — CRM Middleware was for this purpose involved. It is possible to speak about that, this first-ever SAP implementation of CRM Service at which document flow on management of service is so closely connected with SAP ERP. Practically any action within service processes in the SAP ERP system finds reflection in SAP CRM and vice versa.

"Transition to reflection of processes of customer service in the SAP CRM and SAP ERP systems and also a high integration scale between these systems promoted that processes became more transparent and controlled, - Alexander Vasilyev, the director of Service of Eldorado company told. - Implementation of this system allows to keep track of the status and location of the repaired goods for all lifecycle of service process. As a result, the level of client satisfaction increases, costs of the company decrease. It is also important to note that transition to work in a single system with the web interface allowed to connect to it our partners (the third-party service centers, equipment manufacturers). Thereby process of interaction with them considerably became simpler that led to increase in extent of control, performance and efficiency of use of production (service) facilities in all territory of Russia".