Scribd
Upload
110 views11 pages

BOSCH C4C Implementation Project

The Bosch C4C implementation project went live on September 23rd with 150-200 pilot users in Europe. Bosch will evaluate C4C over the next 3-4 months before deciding whether to continue with 3000 total users. The project faced challenges meeting requirements and negative user perceptions, but provides important lessons for SAP. Support is expected to treat Bosch incidents as critical and ensure project success during the pilot phase.

Uploaded by

p9959sxmwy
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
110 views11 pages

BOSCH C4C Implementation Project

The Bosch C4C implementation project went live on September 23rd with 150-200 pilot users in Europe. Bosch will evaluate C4C over the next 3-4 months before deciding whether to continue with 3000 total users. The project faced challenges meeting requirements and negative user perceptions, but provides important lessons for SAP. Support is expected to treat Bosch incidents as critical and ensure project success during the pilot phase.

Uploaded by

p9959sxmwy
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 11

C4C Implementation Project

Suman Saurabh/Cloud Product Support


October 1, 2015 Internal
Agenda

 Project Status.
 Important Milestones.
 Why C4C@BOSCH is Important for SAP?
 Challenges Faced During “Pre Go-Live” Phase.
 Lesson Learned.
 Interfaces, Business Scenarios & Enhancements.
 Incident Status.
 Expectation from Support in Post Go-Live / Pilot Phase.

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Internal 2


Project Status

 BOSCH is Go-live with SAP Cloud for Customer as of 23rd Sept 2015.

 End user training is already in process where SAP consulting team is actively participating with end users.

 BOSCH is running C4C as Pilot with 150-200 end users in Europe.

 BOSCH will evaluate the C4C for next 3-4 months before taking final decision on continuation with the
product.
o It has been learned that they are also evaluating Sales Force in parallel.

 Development team will continue to work on BOSCH issues with highest priority.

 Product Management is still working on providing the delivery dates for requirements (many of them are not
raised via incidents).

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Internal 3


Important Milestones

Final Go-
Live with
Go-Live Go-Live with
End User Pilot Phase 3000 users
Project Kick-off (Feb Preparation 150-200
Training (Expected: (Expected:
2015) (June-Aug Users
(Sept 2015) Oct-Dec 2015) Jan –
2015) (Sept 2015)
March
2016)

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Internal 4


Why C4C@BOSCH is Important for SAP?

 It is expected that 3000 users will be subscribed to C4C if BOSCH decides to continue.
 BOSCH is one of the top 10 customer of SAP, and it is important to retain them in SAP Cloud
Solutions too.

 Other Automotive companies are waiting for BOSCH (thought leader) decision.
 It will give definite edge to SAP against competitors in Cloud CRM space.
 Strong potential of product improvement with BOSCH business use cases.

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Internal 5


Challenges Faced During “Pre Go-Live” Phase

 High number of new requirements & incidents.


o BOSCH was very particular about their requirements; many of them required complex changes at
framework & architecture level.

 Battling with negative perception of BOSCH business users about C4C.


o Business Project Lead (BOSCH) was more inclined towards competitor products (Sales Force/MS
Dynamics).

 Delay in the go-live due to product quality issues.

 High Pressure for delivering the solutions in short duration.

 Continuous involvement of at-least one Support Engineer directly with project team and customer for
tracking incidents and providing daily status report to internal & external stakeholders.

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Internal 6


Lesson Learned

 How to think in a direction to map customer business requirements with product and provide
appropriate feedback to product management team.

 Sales Processes & Master Data Relationships in manufacturing domain.

 Co-ordination experience with multiple internal teams directly involved with the customer.

 Identifying key stakeholders at customer side who can influence success/failure of the project.

 Customer feedback on product & usability improvements.

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Internal 7


Interfaces, Business Scenarios & Enhancements

 Identity & Access Management: Custom developed IDM Interface has been developed to enable
every user to login using SSO.

 UI Enhancements: Enhancements in Contacts & Appointments has been done to map the
BOSCH business with C4C.

 Important Business Scenarios: Marketing, Sales & Buying Center (Retail).


o End users are expected to use Outlook integration (for Activities), Mobile, Tablets exhaustively.
o Go-Live on Buying Center (Retail) feature is expected in 1511.

 Integration: As of now the integration has not be enabled but it is expected with SAP ERP.

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Internal 8


Incidents Status (Pre Go-Live Phase)

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Internal 9


Expectation from Support in Post Go-Live / Pilot Phase

With the Go-Live of C4C@BOSCH the battle is half won for SAP, the “Pilot” phase is most critical to win the
confidence of the customer. Support has to play critical role in this phase together with Sales, Consulting,
Platinum Engineering, Development and other involved teams. This project has very high visibility at
Executive Board & Higher Management level.

 Please treat the incoming incidents from BOSCH as critical.


 Involve project manager Stefan Posch or Suman Saurabh wherever there is a conflict in the expectation
from customer and product behavior.

 Trigger necessary action in case of long running incidents where we do not have any update on progress
from Development (or other involved teams).

 Last but not the least every contribution from all of us can make this project successful, which will bring a
positive image of support both internally & externally.

© 2015 SAP SE or an SAP affiliate company. All rights reserved. Internal 10


Thank you

Contact information:

Suman Saurabh
Cloud Product Support

© 2015 SAP SE or an SAP affiliate company. All rights reserved.

You might also like

pFad - Phonifier reborn

Pfad - The Proxy pFad of © 2024 Garber Painting. All rights reserved.

Note: This service is not intended for secure transactions such as banking, social media, email, or purchasing. Use at your own risk. We assume no liability whatsoever for broken pages.


Alternative Proxies:

Alternative Proxy

pFad Proxy

pFad v3 Proxy

pFad v4 Proxy