SAP CRM Expert (IS-U, IS-T)

Luxury Company, Geneve, Suisse (Feb 2013 - ongoing)
Industry: Luxury Retail

Program Manager for an International Call Center Roll out Program.

SAP AG, Walldorf, Germany (Nov 2012)
Industry: Telecommunications

Solution Validation of the updated O2C functions for ERP EhP 7 and CRM EhP3. Testing and
validating the updated CRM and ERP functionalities for the Offer to Cash solution
- CRM: B2B Master Agreement & Enterprise Pooling , Mass Changes, Mass Creation
- ERP: Partner Settlement & Rerating; Rerating / Data Storage

Luxury Company, Geneve, Suisse (March 2012 – December 2012)
Industry: Luxury Retail

Project Manager and Solution Architect for an SAP CRM and BCM implementation to create an
internal Call Center for the EMEA Region. SAP BCM 7.0 will be implemented and integrated into
the existing SAP CRM environment. The CRM system was upgraded to EhP2 and redesigned to
provide for shared service center functionality (support for various brands within one business
role)

Albtelecom, Tirana, Albania (June 2012 – October 2012)
Industry: Telecommunications

Solution Architect for the O2C solution Implementation. Installation of the O2C Rapid
Deployment Solution.

SAP AG, Walldorf, Germany (Nov 2011)
Industry: Telecommunications

Solution Validation of the new integrated O2C suite. Testing and validating the new CRM, ERP
and CC3.0 functionalities for the Offer to Cash solution

Loblaw, Toronto, Canada (November 2011 – January 2012)
Industry: Retail

Set-up of a prototype for an integrated Loyalty and Real Time Offer Management Scenario for
Offer Management (Design and Presentation). Offers are custom objects designed in SAP CRM
and replicated to an external system (FICO) for enrichment and refinement. RTOM is integrated
to CRM and a custom webpage front end for offer presentation and recommendations. Set-up
and Configuration of RTOM. Creation of custom external data sources, events, condition groups
and attributes for retrieval of data from CRM and FICO.
Components Used: CRM 7.2, RTOM 7.1.

Pertamina, Jakarta, Indonesia (October 2011 – November 2011)
Industry: Oil & Gas

Team Lead for a 4 weeks Proof of Concept for a full blown SAP CRM solution. Configuration of
the entire Loyalty Management Suite including Partner Processing, Points Consuming
Vouchers, LSMW integration for member and member activitiy upload from the POS outlets.
Functional Design and implementation of a custom integration report to integrate point accruals
and redemptions into SAP Financials for point liabilities creation.
Components Used. CRM 7.1, ECC 6.0

Dairy Farm, Hong Kong, (May 2011)
Industry: Retail

Set-up of a Loyalty Management Prototype with integration to Convergent Charging for real time
calculation of points at the POS.
Components involved: CRM 7.1, CC

SAP AG, Walldorf, Germany (September 2011 – October 2011)
Industry: High-Tech

Solution Architect for an internal SAP integration project to integrate SAP Sales on Demand with
SAP CRM on premise for a sales force automation scenario. The two systems will replicate
leads from CRM on Premise to Sales on Demand. The solution is multi-tenant capable and has
an inbuilt logic to distribute the leads to the correct SoD tenant based on a customizing table.
Opportunities created in SoD replicate back to CRM on Premise. The integration scenario is
using SAP Enterprise Services modelled in PI. Components used: CRM 7.0, PI 7.1, SIW

Sybase 365, Rot, Germany (March 2011 – July 2011)
Industry: High-Tech

Project Lead for 365’s Service implementation using Service Request Management, ERMS and
Flexible Procedures for approval processes. Components involved: CRM 7.1, PI 7.1

Sybase WFO, Dublin, USA (December 2010 – February 2011)
Industry: High-Tech

Design and Team Lead for the implementation of SAP CRM Sales and Marketing to replace
SFDC. PI was used to connect an external Lead and Marketing Management System.
Opportunities were enhanced in order to reflect custom forecasting functionalities.
Components involved: CRM 7.1, PI 7.1.

Sirius, Toronto, Canada (July 2010 – December 2010)
Industry: Communication

Solution Architect and Quality Assurance for an IS-T Service implementation. Blueprint quality
control. Set-up of Product Models using Telco products and the (PME). Implementation of
Standard Contract Changes using BRF. Set-up of Service Orders.
Components involved: CRM 7.0. ECC 6.0

Blue Bird, Jakarta, Indonesia (March 2010 – June 2010)
Industry: Transportation

Solution Architect for a Loyalty and Sales and Marketing Implementation. The loyalty system
was built from scratch including the underlying point and transition rules and was integrated into
the SAP CRM Interaction Center and WebChannel for Point Accrual and Redemption.
Components involved: CRM 7.0, ECC 6.0.

Nu Skin, Provo, USA (May 2009 – March 2010)
Industry: Healthcare

Solution Architect for a ECC-CRM CIC implementation. The solution covers a pilot system for a
global Roll-out for the Interaction Centre with USA/Canada as initial countries. Sales Orders are
captured via the Call Center and WebShop and transferred to the Logistic and Procurement
Application Platform. The scope of the project covers the complete Sales and Marketing suite
including Loyalty Management and High Volume Marketing Segmentation with connection to an
external Oracle BI system. The project included two separate prototypes to connect the CRM
Call Center to the Real Time Offer Management Engine. Components involved: CRM 7.0, ECC
6.0 (SD, MM, FI-CO), PI 7.1.

Misumi Corporation, Tokyo Japan (April 2008 – March 2009)
Industry: IC&M

Solution Architect for a SOA-based CRM Sales Order Capturing Implementation. The solution
covers a pilot system for a global Roll-out for Global Sales Order and Warehouse Management.
Sales Orders are captured via Call Center and WebShop and transferred to the Logistic and
Procurement Application Platform. RTOM was used in order to suggest products on the basis of
an analysis of the customer order history for specific products.
Components involved: CRM 7.0, ECC 6.0 (SD, MM, FI-CO, WMS), RTOM, PI 7.1 (ccBPM,
BPM), MDM 5.5

Westports, Port Klang, Malaysia (June 2008 – February 2009)
Industry: Logistics and Transportation

CRM Lead for an Account and Contact and Interaction Center Service Helpdesk
Implementation.
Components involved: CRM2007, ECC 6.0 (SD, MM, FI-CO, HR), PI 7.1, BI 7.0

KDDI Corporation, Tokyo, Japan (January 2008 – May 2008)
Industry: Telecommunications

Technical Account Manager for ERP and CRM, Design and Prototyping of a CRM Sales
Solution with Order Capturing and Contract Management using Provider Order and Contract,
Telecommunication Service Data Objects (using Installed Base) and Configurable Products.
ERP uses MM for logical Inventory Management, SD and CS Orders for Service Fulfilment and
APO and MRP for Inventory and Material planning. Integration between all other systems is
done via PI 7.1 Enterprise Services and Web Services. The project is based on SAP SOA.
Components are: CRM 2007, ECC 6.0 (SD, CS, MM, FI-CO, APO), RTOM, PI 7.1

Varian Medical Systems, Milpitas, USA (November 2007 – January 2008)
Industry: Medical Systems

Process and Technology Expert for a SAP CRM Service Implementation. The American IC
WebClient Service Scenario is being rolled-out world wide. The main responsibilities during this
project are to guide the project team through the requirement gathering phase delivering a
global Service Blueprint and gap-fit documentation. The solution is based on SAP CRM 5.0,
SAP R/3 4.6 and EP 6.0 (SD, MM, PM, FI-CO).

PFA, Copenhagen, Denmark (November 2007)
Industry: Insurance

Workshop and Design for a Sales Solution using Opportunity and Territory Management,
Activities and Marketing Campaigns incl. Call Lists and Blast Email. The system is a
reimplementation of a CRM 3.0 solution with added CRM 6.0 standard functionality replacing
custom designed solution in CRM 3.0. The component is integrated to ECC 6.0 and other legacy
Systems via Middleware. Components used are CRM 6.0 and ECC 6.0 (SD, MM, FI-CO).

Ementor, Oslo, Norway (November 2007)
Industry: High-Tech

Workshop for the implementation of a SAP CRM 5.2 Service Scenario with Logistics and HR
Integration. The solution is replacing the current remedy software and streamlines the whole
service process including spare parts and sales order handling as well as time sheet and HR
integration. Components used are CRM 5.2, ECC 5.0 (HR, SD, MM).

Maxis, Kuala Lumpur, Malaysia (October 2007)
Industry: Telecommunications

POC for SAP IS-T covering Sales Order Management, Dealer Management, Channel & Partner
Management, Customer Service and Marketing. The solution covers the whole
Telecommunications Lifecycle and was demonstrated using SAP CRM 5.0 for Dealer Portal and
5.2 for web-shop and product bundling capabilities

PT Excelcomindo Pratama, Jakarta, Indonesia (July 2007 – October 2007)
Industry: Telecommunications

Solution Architect and Quality Review for a SAP CRM Sales Implementation for Corporate
Business Solutions. The process covers the end-to-end sales process including lead
management, opportunity management, quotation management contract management and
activities making use of mainly SAP Standard CRM plus PCUI enhancements for product
configuration incl. IPC configuration for pricing purposes. The solution is based on SAP CRM
5.0 and integrates to ECC 5.0 (PM, SD, MM, PS, HR) and SAP BW 7.0.

SAP America, Singapore (March 2007 – July 2007)
Industry: High Tech

CRMonDemand Customer Service Manager, Coordination of SAP CoD roll outs in the APJ
region, Presales, Onboarding and Account Management for prospects and existing SAP CoD
installed base customers.

MDEC, Cyberjaya, Malaysia (January 2007 – March 2007)
Industry: Public Sector

Solution Architect for a SAP CRM Sales Solution using the modules Lead and Opportunity
Management. The process integrated Adobe Interactive Forms for BP change and creation
making use of Guides Procedures and Composite Applications. The process is integrated with a
SAP Service Solution in the Interaction Center WebClient. Components are SAP CRM 5.0, BW
7.0 and EP 7.0

ChemCentral, Chicago (November 2006 – January 2007)
Industry: Chemicals

Solution Architect responsible for design and blueprinting of a CRM Activity and Opportunity
Management and Sales Scenario for the chemical industry based on the IC WebClient and the
ERP Sales Order (release CRM 5.0 and ECC 6.0) The ERP Sales Order leverages the
marketing functionalities of the product proposals which are used as product templates for the
Interaction Center agents. Technical and functional design of the out-of the box solution plus
functional design of enhancements necessary to comply with customer business. ERP Sales
Order integrates with ERP SD for Sales and Returns order Processing, ERP MM for Inventory
Management and ATP Check and FI-CO for credit management and accounting.

PT Telkom, Bandung, Indonesia (November 2006)
Industry: Telecommunications

POC for a SAP IS-T CRM solution covering Marketing, Service and Sales Management.

Ericsson, Stockholm, Sweden (April 2006 – November 2006)
Industry: Telecommunications

Solution Architect for Ericsson’s SMS solution. SMS covers the Ericsson Software Service
process, based on the Interaction Center WebClient and CRM Service. Software and hardware
services account for approx. 27 % of Ericsson’s total sales. The responsibility was the 0611
release which – among other things – introduced a new IBase structure.

PT Excelcomindo Pratama, Jakarta, Indonesia (February 2006 – March 2006)
Industry: Telecommunications

Pre-Sales involvement for RFP compliance. The proposed solution covers the whole sales
lifecycle for corporate business customers (Marketing, Lead, Opportunity, Quotation,
Partner/Channel and Sales Contract Management).

CLICO, Trinidad and Tobago (August 2005 – March 2006)
Industry: Financial Services

Team Lead and Functional Consultant for CRM Activity Management and CRM Lead and
Opportunity Management, responsible for the functional blueprint and solution design. Both
solutions are based on the People-Centric User Interface and the IC WebClient. System
Release is CRM 4.0