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Implementing a CRM system in the end customer area
Project duration: 1 year, 6 months
Brief description
A shared CRM solution is implemented for the call center, marketing and field sales processes and service in the end customer area for diabetes care. A CRM product developed for international use is applied here. The product consists of standard software components with customized adjustments. In addition to this, the analytical part of the CRM system enables sales and distribution to be controlled and process efficiency to be optimized. The system also creates order interfaces and master data interfaces to SAP R/3: including material and customer masters, shipping, relocations and billing goods.
Supplement
The project is part of the international standardization of CRM applications in the customer's systems. Specific problems need to be solved because considerable quantities of data are to be handled in the end customer segment (approx. 10 million customers with multiple attributes).
Subject description
The aim of the project is to implement the CRM standard software and integrate it into the local IT environment. Data migration from various old systems and connecting external services in marketing play a major role. An adjusted AMDOCS CRM Clarify system is used on the basis of the MS SQL server, together with a Data Warehouse solution created for the customer using the MS SQL Analytics Server.
Overview
- Industries pharmaceutical industry
- Specialist tasks Call Center Management, customer management, Customer Relationship Management (CRM), field staff, health and social care, Marketing, sales and distribution, servicing
- DV tasks standard software launch
- System environment Business Intelligence, standard software: CRM systems
- Procedure model Summit-D (PwC)
- Databases MS SQL Server
- Standard software Clarify
Project period01.06.2005 - 15.12.2006
Contact
PTA GmbH Head Office
Weberstraße 2-4
D-68165 Mannheim
Service
Industries
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