Kaushal Shah 7 Whatcote Green, Solihull B92 9NH

SAP Solution Architect +44.75311.75846

Bachelor of Engineering (Chemical) kaushal101@yahoo.com
Pos t Gr adu at e D i pl o ma in M an agement

Work Experience - Total: 25.10 Years IT: 23.1 Years SAP CRM: 20.11 Years (as of 25/08/2023)

Objective
I’m a skilled, dedicated, highly motivated SAP Solution Architect and
certified SAP CRM Sales and Service consultant with a successful track-
record, including the design and delivery of multiple strategy definition
and business transformation projects. I bring to the table my knowledge
of business administration, my core field sales background at Canon &
my vast experience of working on variety of small, medium and large
SAP CRM implementations. I’ve over 20 years of SAP Consulting
experience (22+ years in IT, 25+ years in total) and have worked in
various senior roles during my SAP career which have included: Solution
Architect, Subject Matter Expert; Team lead; Functional consultant and
Technical consultant.

Key Skills as SAP CRM/CX Consultant

• CRM setup, configuration and customizing. Using SAP best practices documentation & setup guides.
• End-to-end service scenario – opportunity, quotation & order, contract, service confirmations, CRM billing.
• End-to-end Sales scenario – including lead, opportunity, quotation & order management, invoice management.
• SAP CRM Leasing solution – MLA, quote, contract, MLC, termination & extension, pricing (ABAP & Java-IPC)
• ABAP – understand & debug standard/bespoke code (conventional ABAP, object oriented, BSPs), can write/modify code
• ECC/ISU – worked on Sales orders, work orders, notifications, premise, connection objects, functional locations, Invoicing,
purchase orders, goods receipts, customers & business partners, real estate
• Complex billing scenarios - CRM service contract, order & confirmation based billing, ISU billing, ECC billing, CGI IP
solution of Mass Data Billing for various industries (transport, telecom, EUT etc.) based on hybris like bespoke CRM
• Middleware – inbound/outbound queue setup, BDoc/queue monitoring and error handling, admin console for data transfer.
• Interfaces - designed & worked on flat-file (CSV, xml), Web-services based interfaces with various third party applications.
• GUIs – classic SAPGUI, WebUI, IC webclient, PCUI. Worked on Personas, Fiori-like bespoke html5 screens.
• Worked on various versions of CRM, starting from 3.0 to 7.0, Solution Manager change management (ChaRM)
• Experience of working on various CRM functionalities like ERMS (Email Response Management Service), Category Modeller,
Citizen contact centre (A to Z) for councils, EIC (Employee Interaction Centre), Factsheet, Mobile Sales & Service
• Worked on CRM-ECC integration, CRM-ISU integration, CRM-ESRI integration

Certifications
• SAP Certified Application Associate - SAP Service Cloud 1811 (Sep 2019)
• SAP Certified Application Associate - SAP Sales Cloud 1811 (Jan 2020)

Other Important Skills & Experiences

• OpenSAP courses on hybris & C4C
• Managing customer-facing tasks – requirement gathering, due-diligence, transition & knowledge-transfer, user training
• Have worked with different shared services and project environments, in various capacity and roles
• Team leading & management
• Incident and change management best practices
• Worked on implementing Peritus & 7 Tigers initiative in CGI to make SAP shared services more efficient
• Light touch project management
• Helping pre-sales & bid team with functional inputs & effort estimates
• Acted as a substitute team-lead for SAP SRM & SAP Logistics teams
• Cricket team captain for Whittington Cricket Club Sat 2s (Staffordshire league Div 4), exercising a lot of transferable team
leading skills every week – team building, delegation, motivating members, goal definition & breakdown, managing out of
control variables and outcomes, performance feedback, management & improvement

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Achievements
• Received various awards at Logica: Member Recognition Award for contribution to ProAction programme (Peritus initiative)
– Oct 2015, Diamond award (GOLD category) for outstanding contributions to SAP CRM support – Jan 2010, SAP Star
Award for “Excellent support of EDF Energy’s SAP CRM project ICE” – July 2008, SAP Star Award for high level of
contribution to the British Waterways CRM project (nominated by GCCM, SDM and TL) – April 2008, SAP Star Award for
“excellent work in resolving 6 months outstanding issues and making a vast impact on CRM support area” – Oct 2007
• Received various awards at IBM: “IBM India Customer Dedication Award” – March 2006, “IBM – Nestle Loyalty Award” –
Jan 2006, special performance bonus (IBM AMS High Performers 2005-2006) on 30.Nov.2005
• Chosen as a member of Case-2000 (Canon Academy for Sales Excellence)
• Awarded Medal for Scholastic Performance, Third Rank in PGDM (96-98)
• Awarded Medal for The Best Student of Post Graduate Diploma in Management (96-98)
• 2nd Rank in Program for Diploma in Management Studies at Ahmedabad Management Association

Strengths
Problem solving, Leading by example, Analytical ability, Logic building, System design, Database design, Innovative nature,
Quick learning, On-the-job learning

Employment History
Organisation & Location Designation Job role From To
TCS UK SAP CRM Subject Matter Expert SAP CRM SME Oct 2021 Till Date
HCL Axon Managing Consultant Mature SAP CRM team lead April 2018 Oct 2021
CGI (previously Logica) Lead consultant – SAP CRM SAP CRM team lead Sept 2007 April 2018
Birmingham, UK (since July 2008)
Accenture Team Lead SAP Consultant Dec 2006 Aug 2007
IBM Global Services Consultant SAP Consultant Jul 2003 Dec 2006
Kolkata, West Bengal, IN (Base) / Croydon, UK (Apr 2004 to Dec 2004) / Vevey, Switzerland (Jan 2005 to Dec 2006)
Vanguard Technologies (India) Technical Consultant SAP Technical Sept 2002 Jun 2003
Pvt. Ltd. Consultant
Applitech Solution Limited Sr. Programmer Software Development Aug 2001 Sept 2002
Apr 2000 Aug 2000
Talent Infoway Limited Project Manager Software Development Sept 2000 Jun 2001
Canon India Limited Sales Executive Selling Copiers & Faxes May 1998 Apr 2000

Education
Post Graduate Diploma in Management 1996-98
CGPA: 3.447 (80.2%) - Nirma Institute of Management - Ahmedabad, Gujarat, IN.
Bachelor of Engineering (Chemical) 1991-95
Result: First Class with Distinction - Percentage: 76.53% - Dharmsinh Desai Institute of Technology - Nadiad, Gujarat, IN.
HSC (Science) (Year 12, equivalent to UK A-Levels) 1990-91
Result: First Class - Percentage: 70.38% - K.G.Trivedi Sadhana Vinay Mandir - Ahmedabad, Gujarat, IN.
SSC (Year 10, equivalent to UK GCSE’s) 1988-89
Result: Distinction - Percentage: 84.71% - K.G.Trivedi Sadhana Vinay Mandir - Ahmedabad, Gujarat, IN.

Hobbies and Interests

Cricket Video Gaming Cycling Hiking Keeping Photography Gadgets Music

editing fit

Personal Details
Gender : Male
Family : Married, 2 kids – 21 and 18
UK visa status : British Passport

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Projects
TCS UK (www.tcs.com/who-we-are/worldwide/uk)
Version, [Client], Duration Worked on Role Location
SAP CRM 7.0 CRM customer management, SAP CRM Southampton (UK)
[Kingfisher Plc] service requests, call list, WebUI Functional
Oct 2021 to now Consultant

HCL Axon (www.hcltech.com/sap)

SAP CRM 7.0 CRM enquiry, complaint & case SAP CRM Solution Coventry (UK)
[Cadent Gas] management Architect
July 2020 to now
SAP CRM 7.0 CRM EIC (Employee Interaction SAP CRM Lead London (UK)
[TfL] Centre) Consultant
July 2019 to June 2020
SAP CRM 7.0 CRM leasing – MLA, quote, SAP CRM SME & Almere (NL)
[Leaseplan] contract, MLC, termination, CRM Team lead
April 2018 to April 2019 billing

CGI IT UK LTD (previously Logica) (www.cgi-group.co.uk)

SAP CRM 5.0 CRM Service (Opportunity, SAP CRM Lead Birmingham (UK)
[Cofely] Quotation, Contract, Order, Consultant
Sept 2010 to Jan 2018 Confirmation, Invoicing)
SAP CRM 7.0 (upgraded from 2007) WebIC SAP CRM Lead Birmingham (UK)
[TfGM (previously GMPTE)] Consultant
May 2009 onwards
SAP CRM 2007 WebIC (Citizen Contact Centre) SAP CRM Lead Birmingham (UK)
[London Borough of Barnet] Consultant
May 2009 to Dec 2013
SAP CRM 5.0 CRM-ISU, WebIC SAP CRM Lead Birmingham (UK)
[DCWW Welsh Water] Consultant
Aug 2008 to Dec 2017
SAP CRM 7.0 (upgraded from 2007) EIC (Employee Interaction SAP CRM Lead Birmingham (UK)
[Land Registry] Center) web client Consultant
Dec 2008 onwards
SAP CRM 5.0 WebIC, CRM Service SAP CRM Lead Birmingham (UK)
[Haringey Council] Consultant
Feb 2008 to Jul 2013
SAP CRM 4.0 B2B & B2C Internet Sales SAP CRM Lead Birmingham (UK)
[IMO] Consultant
May 2009 to Dec 2009
SAP CRM 5.0, CIC Config project BP Master data config, ABAP, SAP CRM Lead Bangalore (India)
[Canal and River Trust (previously Middleware, CIC winclient Consultant Birmingham (UK)
British Waterways)]
Sept 2007 onwards
SAP CRM 4.0 WebIC, ABAP, Interfaces SAP CRM Lead Bangalore (India)
[London Borough of Waltham Forest] Consultant Birmingham (UK)
Sept 2007 to Apr 2012
SAP CRM 5.0 WebIC, CRM Service, MSE SAP CRM Lead Bangalore (India)
[UKPN (previously EDF Energy)] Consultant Birmingham (UK)
Feb 2008 to Aug 2015
SAP CRM 4.0, Mobile Sales, SAP CRM 5.0 ABAP, CIC, MSA, Config, Master SAP CRM Lead Bangalore (India)
[InBev] data, Middleware Consultant Birmingham (UK)
Sept 2007 to Jan 2009

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Accenture (www.accenture.com)
SAP–ISU / CRM Implementation (CRM / ISU ABAP, BSP, CIC SAP CRM Bangalore (India),
Custom Development, BSP Development) Consultant Mumbai (India)
[Singapore Power]

IBM Global S e r v i c e s (www.ibm.com)

SAP–CRM Implementation (Mobile Sales, SAP-CRM, SAP-CRM-MSA, MAS, SAP CRM Vevey (Switzerland) 2
CRM Custom Development, CRM Functional VBA, IPC, ABAP, CIC, MS SQL, Consultant years, Croydon (UK) 8
Configuration) [Nestle] Win 2K months, Kolkata
(India) 8 months

Vanguard Technologies(India) Pvt. L t d . (www.vanguard-india.com)

SAP – CRM – Mobile Sales & Service SAP-CRM-MSA, SAP-CRM-MSE, SAP CRM Mobile Gurgaon (India),
Implementation [Tata Telecom] MAS, VBA, MS SQL, Win 2K Technical Gandhinagar (India)
Consultant

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SAP Project Details
Organisation: TCS UK
Client: Kingfisher PLC
Brief: Kingfisher plc is a British multinational retailing company headquartered in London, England. It has over 1,300 stores in
nine countries, and its brands include B&Q, Castorama, Brico Dépôt and Screwfix. Different countries historically used
different IT systems. Kingfisher has gone live with a global SAP solution (Easier template), and different country operations
(banners) are slowly coming onboard. The Easier template solution includes SAP CRM 7, SAP ECC, SAP BI and other
complimentary SAP and non-SAP solutions, to support Kingfisher retail business.
Main responsibilities:
• Own and drive requirement workshops with the business teams from various brands and banners
• Design and Configuration:
o CRM 7.0 customer management, service request, WebUI, customer migration, ERMS, email templates,
customer mass updates, IDoc developments, OData service developments (customer search API),
opportunity creation, call list management
o Onboarding a new banner (BDRO, BDFR, CAPL, CAFR etc.) to Easier CRM
o Integration with SAP and non-SAP systems via BODS, IIB and iPaaS
o New bespoke functionalities to support business processes – Bon de passage
o GDPR customer archiving solution – manual & automated
• Designing & Authoring Functional Specifications for CRM customer management, B2B tradepoint enhancements, price
file update automation, customer search API, Nitecrest file split for UK & IRE, mass customer updates using LSMW &
IDocs, Bon de passage, real-time customer creation via third party trigger,
• Actively managed large scale customer migration to a live system
• Provided CRM support for Embrace migration of SAP systems from HEC to cloud platform
• Delivery responsibilities:
o Design documents, functional specifications, configuration notes, test execution documents
o Solution delivery, post go-live support
• Business stakeholder engagement and management
• Represent the changes in CAB, coordinating Transport build list preparation and execution with Change Management
and Basis teams, for all cutovers and go-live
• Executed UT, SIT and supported UAT & Regression Testing, User Training
• BAU Knowledge Transfer
• Manage hyper care support after go-live for all the CRM solutions delivered

Organisation: HCL Axon

Client: Cadent Gas
Brief: Cadent Gas owns, operates and maintains the largest natural gas distribution network in the United Kingdom, transporting
gas to 11 million homes and businesses across West Midlands, North West England, East of England and North London.
Cadent Gas uses SAP CRM 7 for various purposes, enquiry and complaint management for their customer care team being
one of them. This project has two objectives. One, migrate 3 customer care teams (Build over Assets, Theft of Gas and
Unauthorised Connections) from SharePoint to SAP CRM for their case management business process. Two, enhance SAP
CRM experience for the customer services and the connections team.
Main responsibilities:
• Review of SAP CRM architecture including interfaces, online forms and existing bespoke integration between CRM 7.0
service request & S/4 sales order
• Own and drive requirement workshops with the business
• Design and Configuration:
o CRM 7.0 service request WebUI, setting up new service request transactions and related configurations,
category schemas, email templates, ERMS, Knowledge Articles, SLAs, tasks, AET configuration.
o Enhance quotation outputs
o Enhance bespoke integration between CRM service request & S/4 sales order with more fields, notes,
attachments, statuses; make it two way
• Designing & Authoring Functional Specifications for case management, quotation output smartform enhancement and
CRM-S/4 interface enhancement
• Delivery responsibilities:

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 o Status reporting for Design, Build and Test.
o Statement of work review and compliance
• Senior stakeholder engagement and management, including director level stakeholders
• Manging definition & execution of Redbooks during cutover to each environment as well as production go-live
• Represent the change in CAB, coordinating Transport build list preparation and execution with Change Management
and Basis teams, for all cutovers and go-live
• Executed UT, SIT and supported UAT & Regression Testing, User Training
• BAU Knowledge Transfer
• Manage hyper care support after go-live for both release 1 & release 2

Client: Transport for London (TfL)

Brief: Transport for London (TfL) is a local government body responsible for the transport system in London, England. TfL has
responsibility for London's network of principal road routes, for various rail networks including the London Underground,
London Overground, Docklands Light Railway and TfL Rail. TfL employs about 28000 strong staff. TfL uses SAP CRM EIC
for their HR contact centre management. For this particular project TfL wanted to extend its SAP CRM EIC functionalities to
5 new business teams besides HR, while making a number of changes for the existing HR team as well.
Main responsibilities:
• Review of CRM architecture including interfaces, online forms and CRM 7.0 TfL design
• Delivery responsibilities:
o Status reporting for Design, Build and Test.
o Statement of work review and compliance
• Senior stakeholder engagement and management, including director level stakeholders
• Design and Configuration
o CRM 7.0 EIC (Employee Interaction Centre) WebUI, setting up new service request transactions and related
configurations, category schemas, email templates, ERMS, Knowledge Articles, SLAs, tasks, AET configuration.
• Designing & Authoring Functional Specifications for Adobe eForms
• Manging definition & execution of Redbooks during cutover to each environment as well as production go-live
• Coordinating Transport build list preparation and execution with Change Management and Basis teams, for all
cutovers and go-live
• Ensuring the project is streamlined across all environments (DEV, QA, Regression, Production and Training) across
both BAU as well as Project tracks
• Retrofitting the project in BAU track (after implementing in project track, and going live)
• Executed UT, SIT and supported UAT & Regression Testing, User Training
• BAU Knowledge Transfer.
• Delivery of 2 additional CRs as requested by TfL stakeholders

Client: LeasePlan
Brief: LeasePlan is one of the world’s largest fleet management specialists. Established in the mid-1960s, LeasePlan is nowadays
comprised of 32 entities across the world, with its HQ in the Netherlands. Every LeasePlan subsidiary uses their own set of
systems and software. But with new owners in 2016, the company took an initiative to implement one global leasing
solution across all countries, based on a successful SAP Leasing solution their Australia subsidiary had implemented. Wave
0 was implemented for a selective customers of LeasePlan Netherlands. Wave 1 with global template solution and
localisation gaps is being implemented for LeasePlan Netherlands and Norway.
Main responsibilities:
• Contributed towards architectural framework for base AU template to adapt it to CRM 7.0 global template design
• Review, feasibility & design of localisation gaps
• Main stakeholders included NL Business Process Leads and Project Management
• Delivery responsibilities
o Planning gap design & delivery schedules
o Representing team in Agile stand-ups
o Status reporting for Quotation, Contracts and Pricing Gap Design, Build, Test and Playbacks
• Workshops with business representatives
o Discuss & progress gaps
o Playbacks to obtain business signoff
• Design & Configuration

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 o CRM 7.0 WebUI
o Core leasing transactions including MLA, quotations (new & used cars), contracts (new & used cars), change
processes (MLCs), change quotes & contracts, termination, CRM billing
o IPC Java pricing, writing requirement and value formulas as per requirements.
• Supported pre-UAT & UAT stage.
• Worked with other teams (BP, ECC, Services, Insurance, Rentals etc.) to collectively progress gaps & build a fully
comprehensive leasing solution.

Organisation: CGI (previously Logica)

Client: Cofely
Brief: Cofely is a building services & facilities management company, part of GDF SUEZ group. Cofely has implemented CRM 5
for their service life cycle business requirement. Cofely manages their service relationship with customers via SAP CRM
system, which is strongly integrated with their SAP ECC for HR & Finance. This is a truly full-fledged service
implementation, where users create opportunities, quotations, service contracts, service orders, service confirmations and
even invoices in CRM.
Main responsibilities:
• Onboarding support from Diagonal implementation team in 2010
• Knowledge transfer and handover to Capgemini support team in 2018
• Incident and change management around CRM service scenarios and Integration with ECC, Coupa & Planon
• Design, Configuration and Development
o CRM 5.0 Opportunities, Service Contract management, Order management, Confirmations & Invoicing
o Integration with ECC HR for timesheets, ECC Finance for Contracts & Invoices, Coupa (Purchase Management)
and Planon (Contract Management)

Client: TfGM (previously GMPTE)

Brief: The Greater Manchester Passenger Transport Executive (GMPTE) is the public body responsible for co-ordinating public
transport services throughout Greater Manchester in North West England. GMPTE has implemented SAP CRM 2007 to
manage their communication with their end-users (citizens who uses GMPTE’s transport infrastructure) and third party
vendors. The solution consist of IC webclient implemented to capture complaints, compliments and other queries sent in by
the customers.
Main responsibilities:
• Incident and change management around IC webclient and service tickets functionality
• Senior stakeholder engagement and management
• Design & Configuration
o CRM 2007 IC webclient
o Service tickets, ERMS, partner determination, agent’s inbox
o Bespoke fields on service ticket details
o Upgrade from CRM 2007 to CRM 7

Client: London Borough of Barnet (LBB)

Brief: The London Borough of Barnet is a London borough in North London and forms part of Outer London. SAP CRM 2007 is
implemented at LBB as Citizen Contact Centre. The solution consist of IC webclient customized for council in the form of A
to Z service search based on solution database.
Worked on: CRM 2007 IC webclient, service tickets, actions (print pdf), solution database (KB), middleware, ERMS, one & done
and A to Z (citizen contact centre), transaction business context, partner determination, org determination, status
configuration, category modeller, Web-services based integration with FixMyStreet.

Client: DCWW (Welsh Water)

Brief: Dŵr Cymru / Welsh Water (DCWW) is a company which supplies drinking water and wastewater services to most of Wales
and parts of western England. CRM solution implemented at DCWW is tightly integrated with ECC-ISU & GIS systems. CRM
acts as an entry point for users of different departments (waste, clean water, depot, complaint handling, billing), where
users identify customer, identify property and initiate the front office process to record a transaction in ISU.
Worked on: CRM 5.0 IC webclient, bespoke customer & property search, interaction records, bespoke GIS integration,
middleware, action definition (SLA email reminders), batch jobs (correct BP status, update child petitions), bulletin board
orders, FOPs, partner determination, building temp queries.

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Client: Land Registry
Brief: Land Registry (officially known under the Land Registration Act 2002 as Her Majesty's Land Registry) is a British
Governmental organisation created in 1862. Land Registry is responsible for publicly recording interests in registered land
in England and Wales and reports to the Ministry of Justice. Land Reg SAP CRM solution consist of Employee Interaction
Centre based on CRM 2007, which is used for catering to Land Reg’s internal HR requirements.
Worked on: CRM 2007 IC webclient, EIC (employee interaction centre), date/SLA configuration, service tickets, ERMS, email
preview for EIC scenario, email related workflows, time recording, employee data protection, upgrade to CRM 7, data
extraction from CRM 7 to Oracle service cloud.

Client: London Borough of Haringey

Brief: The London Borough of Haringey is a London borough, in North London, classified by some definitions as part of Inner
London, and by others as part of Outer London. Haringey’s SAP CRM solution consist of a package solution delivered by
SAP called Citizen Contact Centre. This is a WebIC bases solution to manage interactions (requests & complaints) with
citizens of the borough.
Worked on: CRM 5.0 IC webclient, service tickets & interaction records, one & done, A to Z (citizen contact centre) based on
category modeller & z tables, ERMS, customer factsheet, activity management, partner determination, document
generation (letter templates), email forms.

Client: EDF Energy

Brief: EDF Energy is a vertically integrated energy company in the United Kingdom, with operations spanning electricity
generation, electricity distribution and the sale of gas and electricity to homes and businesses throughout the United
Kingdom. EDF’s SAP CRM solution consist of service desk using CRM WebIC for service order management in the back
office & site technicians using Mobile Service on their laptops (toughbooks) in the field.
Worked on: CRM 5.0 IC webclient with some PCUI screens (for BP & service order management), middleware, service orders
(with sales & service items), CRM based resource management, bespoke logic for appointment slots, surveys, BP &
material master data management, employee availability management.

Client: London Borough of Waltham Forest

Brief: The London Borough of Waltham Forest is a London borough in East London, England and forms part of Outer London.
CRM solution implemented at LBWF uses highly customized activity management via WebIC for citizen contact
management.
Worked on: CRM 4.0 IC webclient, activity management, interaction records, A to Z (citizen contact centre) based on multiple
activity transactions (as follow-up activities), xml inbound/outbound interface for third-party CIVICA system, org data
determination, correction report for determining & assigning responsible org units, middleware, status configuration.

Client: Canal and River Trust (previously British Waterways)

Brief: British Waterways is the public corporation responsible for the care and enhancement of a 2,000 mile network of canals
and rivers in the UK. Customer oriented SAP solution implemented at British Waterways focuses on CRM for customer
creation and management.
Worked on: CRM 3.0 & 5.0 CIC winclient, BP master data, activity management, middleware, CRM 3.0 to 5.0 upgrade, IC
webclient PoF, Personas 2.0 on ECC for RE users, CRM archiving, CRM to Salesforce migration analysis & estimation, CRM 5
to 7 upgrade analysis & estimation.

Client: International Maritime Board (IMO)

Brief: Headquartered in London, United Kingdom, the IMO is a specialized agency of the United Nations with 168 Member States
and three Associate Members. The IMO's primary purpose is to develop and maintain a comprehensive regulatory
framework for shipping and its remit today includes safety, environmental concerns, legal matters, technical co-operation,
maritime security and the efficiency of shipping. IMO was using CRM 4.0 Internet Sales. It’s support was taken over by
Logica from another support organisation. The work included supporting CRM 4.0 Internet Sales for about 6 months (till
IMO migrates to ECC 6.0 Internet Sales) & data centre migration of IMO CRM servers from IMO network to Logica network.
Worked on: CRM 4.0 Internet Sales, sales order, transaction copy control, pricing.

Client: InBev

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 Brief: InBev is the largest brewer in the world. It was created by the combination of Interbrew and AmBev in 2004. The
company employs more than 85,000 people worldwide, has over 100 breweries in 30 countries and sells to 130 countries
across six operational regions. LogicaCMG is responsible for management of the company’s European and global
headquarters’ application services, its western European applications spanning eight major markets in Europe, central and
eastern Europe and InBev’s new SAP-based European ERP system. CRM is a major component of InBev SAP landscape.
Worked on: CRM 4.0 & CRM 5.0 sales, CIC winclient, mobile sales, middleware, master data, pricing, call lists, opportunities.

Organisation: Accenture
Project: Singapore Power ISU-CRM implementation
Client: Singapore Power
Brief: Singapore Power Ltd., one of the largest utility companies in Southeast Asia with 2.5 million customers, has chosen the
SAP Utilities Customer Care and Service solution to manage its billing and customer care operations. Singapore Power is
upgrading their ISU & CRM systems. Currently we are in phase A.
Worked on: CRM 4.0 CIC winclient, ISU integration, contract accounts, customer info bespoke BSP screen development (to
display address, financial, blocks & locks, contract account data, installations, billing history, payment history, meter
reading data etc.), action definition to create a BAR (billing adjustment request) in ISU system from CRM (calling ISU BOR
method), activity reassignment report, action definition to remove person responsible from activity, activity assignment
report (for batch job)

Organisation: IBM Global Services India

Project: Nestle GLOBE Project
Client: Nestle
Brief: Nestle is the World's Leading Food Company, currently the 31st biggest company in the world and 8th biggest European
company. Nestle is implementing mySAP.com (v4.6c), including all of the new dimension components (e.g. APO, CRM, BW)
and the mySAP.com enterprise portal (Workplace) across all their markets by 2006. Nestle have chosen IBM and SAP as
program partners. The project is currently in the Design & Construction phase of a Global Template, which will be used to
guide implementation in respective Nestle markets. Selected markets (countries) are implemented with constructed Global
Templates.
Worked on:
• Establishing SAP CRM Mobile Sales & Service development environment (off-shore)
• On-site Mobile Sales development and off-shore development coordination (Nestle Switzerland)
o CRM 3.0 Mobile Sales, Sales Order Redesign, order reason, stock taking, discount condition in pricing, SP12
to SP20 upgrade
▪ IPC developments: Brazil localization formula, restrict certain condition types based on Item
Category, restrict certain condition types based on sales document type (for Brazil), aligning IPC
with R/3 pricing – add dummy code for missing requirements & formula, rounding issue where
sales unit & pricing unit are different
o Off-shore development coordination - CRM CIC & Middleware (Nestle Switzerland): Customer Ranking,
Customer credit check (payment card), Activity Monitoring report, various developments involving sales
order validation / manipulation, Business Partner Master data – show territory information of BP, Listing /
PPR – CRM to R/3, CIC – webdynpro based order taking screen - conceptualization
▪ On-site Mobile Sales development (Nestle UK): BP – List of campaigns, copy of Indirect order to
Direct order, UI cosmetic changes, delivery lead time consideration while sales document
creation, duplicate line item warning, create an order for Ship-to from Activity Checklist / Detail,
sales area dependent activity management, activity Journals with frequency ONCE, populating &
adding Name3 on Sales Document & Activity tilesets, Nota fiscal entry & validation, IPC
developments (restrict users from adding specific manual conditions)
▪ CRM Technical Development: SEM user interface object – MS Excel VBA development, developing
middleware interfaces to transfer data to / from CRM, security project – Marketing Planner,
Financial Indirect Customer, baseline desegregation
o Developing objects related to Marketing Planner – Status Management of Campaigns & Trade Promotions
o Attended knowledge transfer workshop at Nestle Brazil for CRM technical developments related to
▪ R/3 Interface objects (Sales Documents inbound, Sales Documents outbound, Billing Documents
outbound, Customer Master outbound, Material Mater outbound, Customer Hierarchy outbound)
• SAP CRM Functional Configuration (as a part of Off-shore Configuration Factory)

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 Duration: 42 months

Organisation: Vanguard Technologies (India) Pvt. Ltd.

Project: SAP-CRM – Mobile Sales & Service Implementation
Client: Tata Telecom Limited
Brief: The customer is already using SAP-CRM. As an extension to the existing CRM implementation, Mobile Sales & Mobile
Service applications are implemented. Apart from standard implementation, customized modules like Sales Document
creation from text / xml files, and Customer Fact Sheet were developed to meet customer’s requirement. A team of
consultants from TCS was also involved in this implementation.
Worked on: CRM 3.0 Mobile Sales & Mobile Service, publication/subscription, CRM to CDB data transfer, mobile client installation
(site ids, SQL & JRE installation, user creation, site id assignment), mobile client upgrade, mobile client maintenance (table
script & meta data generation etc.), IPC java development
• Customized Application Development (Mobile Sales & Mobile Service) using Mobile Application Studio: sales doc
creation from text/xml file, customer factsheet, activity BP and service trans search enhancement, hiding unwanted
buttons and fields, showing higher level price as sum of lower level items, alternate BP address popup, additional
fields (CRM to CDB to mobile clients), colliding activity warning, mobile doc generation using mobile system
management application & MS word integration

Tools & Technologies: SAP-CRM Mobile Sales, SAP-CRM Mobile Service, Mobile Application Studio, VBA, MS SQL, Win 2K
Role: Technical Consultant
Team size: 5
Duration: 9 months

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