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Adoption of integration layer to global cloud CRM due to process changes in ERP
Project duration: 10 months
Brief description
One of the biggest country sales organisation of a group customer switches its ERP internal processes to handle customer sales and service contracts. These structural and organisational changes within the ERP system directly impacts the complex integration layer to the global Salesforce.com CRM cloud solution, dealing with the exchange of master and transactional data. PTA is in the lead to assure that the necessary adjustments on the MS BizTalk based interfaces to and from Salesforce are done and the integrated solution to work continously and interruption-free for the approximately 1.400 users. PTA contributes during all project phases and plans, supports and executes tasks in development, testing and implementation.
Supplement
Within this SAP project, PTA supports the interface – driven connections between the involved ERP system and the global Salesforce.com CRM Cloud solution. In this scenario SAP PI and Microsoft BizTalk Server are processing messages flowing to and from the involved systems, following the architectural approach of an Enterprise Service Bus (ESB). PTA covered conceptioning, planning, configuration and monitoring of the BizTalk application which is responsible for the specific orchestration, processing and mapping of the individual messages.
Subject description
Salesforce.com is used to implement sales and service management at the customer. The complete lead-to-cash process starting with the first contact of a potential customer, via opportunity handling to the deal is covered by the features of the system. Repair visits of technical experts are planned based on inbound customer complaints as well as regular maintenance visits as granted by individual service contracts. A planning board helps to identify and assign the appropriate field service engineer based on availability, skills and technical requirements of each service visit. The engineers document their work in Salesforce from where it's forwarded to the ERP system for invoicing. Spare parts ordering and management completes the features of the service module.
Overview
- Industries pharmaceutical industry
- Specialist tasks Business Analytics, Change Request Management, configuration, consulting, Continuous Integration, Customer Relationship Management (CRM), Defect Management, documentation, general IT environment, general SAP environment, Incident Management, interfaces, Monitoring, organization, process analysis, Requirements Engineering, system integration
- DV tasks standard software expansion
- System environment Cloud Computing, Enterprise Application Integration (EAI), Middleware, standard software: CRM systems, standard software: ERP systems
- Procedure model Lightweight
- Standard software Salesforce Tracker, salesforce.com, SAP R/3
Project period01.04.2019 - 31.01.2020
Contact
PTA GmbH Head Office
Weberstraße 2-4
D-68165 Mannheim
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