SAP CRM Berater

SAP S/4 HANA CUSTOMER MANAGEMENT LEAD CONSULTANT – Customer (Engineering Industry) – Germany – May 2019 – today
Implementation of a SAP S/4 HANA Customer Management (CRM on S/4) Service Scenario. As Lead Consultant, responsible for template specification with business.
Architecual design of Service Processes, involving C4C, FSM and follow-up S/4 modules.​​​​​​ Planning and conducting of Fit-Gap workshops. Responsible for migration of 
Service Process Master Data.

SAP C/4 HANA SALES & SERVICE (C4C) CONSULTANT – Customer (Software Industry) – Germany / Bulgaria – January 2019 – May 2019
Implementation of a SAP C/4 HANA Sales & Service Scenario in Agile Project Methodology. As Product Owner, responsible for the requirement specification during discovery phase. Configuration, testing and documentation of the processes below.

• Basic System Configuration
  • User and authorizations setup
  • Project scope definition
  • Number range setup
  • Organizational model setup
• Sales Configuration
  • Account Management
  • Territory Management
  • Leads / Opportunities / Sales Quotes / Sales Orders
  • Surveys
  • Workflow rules
  • Approval processes
  • Activities
  • Mashups
• Service Configuration
  • Installed Base Management
  • Ticket Management
  • Social Media Integration
  • Resource Scheduler

C/4 HANA & S/4 HANA TEMPLATE PROJECT – Customer (Utilities Industry) –United Kingdom – October 2018 - April 2019

• SCRUM MASTER 

Managing Business Refinement Meetings, Backlog Management, Daily Scrum Meetings, Scrum Retrospectives, Sprint Reviews and ensuring the SCRUM Methodology is being followed in the project. Removing of various impediments for Project Teams, involving customer or SAP. Usage of Jira and Confluence as Project management tools. 
Responsible as SCRUM Master for these Teams:

• • C/4 HANA MARKETING CLOUD TEAM
  • C/4 HANA SALES AND SERVICE CLOUD TEAM
  • C/4 HANA COMMERCE CLOUD TEAM
  • S/4 HANA BRIM-SOM TEAM – SOM, FI-CA AND CI
• C/4 HANA MARKETING TEAM MEMBER – TESTING SUPPORT
  • Testing Segmentation and Profiling, based on Acceptance Criteria given by business POs
  • Testing of Campaign Preparation, based on Acceptance Criteria given by business POs
  • Testing of Campaign Designing and Execution, based on Acceptance Criteria given by business POs

SAP CRM CONSULTANT & PROJECT MANAGER– Customer (Software Industry) – August 2014 – October 2018

• SAP CRM CONSULTANT ROLLOUT – Customer (Software Industry) – Germany – April 2016 - present

• Responsible for SAP CRM (EHP3) Template rollout in 14 countries (e.g. South Africa, Malaysia, Belgium, Poland, Sweden, Norway, Austria) in the areas Sales & Marketing.
  • GAP-Analysis (Customer Master, Territory Management, Segmentation, Multi-Channel-Campaigns, ELM, Leads, Opportunities, Surveys, Quotations, PPM, Activity Management, Complaints, S&M Reporting)
  • Functional specification and conceptual design for new developments
  • Customizing
  • Training 
  • Test Management
  • Go-Live Support
• Corporate Service and Support for the functional area Sales & Marketing (replacing the vacant internal position for 4 months), reporting directly to CPO
• Template enhancement: requirement definition, conceptual design and customizing of 
  • Service Conversion Campaign Process (Campaign -> Service Request Alert -> Interactive Script -> Lead) 
  • Territory Management 
  • Campaign Automation Process 
  • Product Catalogue 
• Management of SAP CRM 7.0 EHP 4 Sales and Marketing Process Tests

• SAP CRM PROJECT MANAGER– Customer (Software Industry) –Germany / France –January2016 - April 2016

• Project Management for a non-template project Germany and France
• Development of SAP CRM and ERP solution for customer doing advertisement placement in medical software
• Variant Configuration conceptual design and pilot set-up

• SAP CRM CONSULTANT ROLLOUT– Customer (Software Industry) –Germany / Netherlands –August 2014 - January 2016

• Responsible for SAP Template rollout in 8 business units in Germany and the Netherlands in the areas Sales, Marketing, Service & Support.
  • GAP-Analysis (Customer Master, Service Orders, Resource Planning, Service Confirmations, Customer Interaction Center, Service Requests, Service & Support Reporting)
  • Functional specification and conceptual design for new developments
  • Customizing
  • Training 
  • Test Management
  • Go-Live Support
• Template enhancement: conceptual design and customizing of SLA Management and Knowledge Management

SAP CRM CONSULTANT ROLLOUT– Customer (Manufacturing Industry) –October 2012 - January 2015

• SAP CRM CONSULTANT ROLLOUT– Customer (Manufacturing Industry) – UK / Denmark – October 2013 - January 2015

• Lead SAP CRM Consultant, responsible for SAP Template rollout in the areas Sales, Service & Support. Implementation of SAP CRM Sales and Service Processes with interface to mobile solution.  Integration of SAP CRM Processes to SAP ECC Logistics, FI/CO and HR Processes.
  • GAP-Analysis (Customer Master, Service Products, Installed Base, Service Orders, Service Confirmations, Service Contracts, Complaints, Customer Interaction Center, Service Requests)
  • Functional specification and conceptual design for new developments
  • Customizing (CRM & ERP)
  • Migration (Equipments via LSMW & Service Contracts via custom program)
  • Training 
  • Test Management
  • Go-Live Support
  • 3rd level Support

• SAP CRM CONSULTANT ROLLOUT– Customer (Manufacturing Industry) – Germany / Denmark – October 2012 - October 2013

• Lead SAP CRM Consultant, responsible for SAP Template rollout in the areas Sales, Service & Support. Implementation of SAP CRM Sales and Service Processes with interface to mobile solution.  Integration of SAP CRM Processes to SAP ECC Logistics, FI/CO and HR Processes.
  • GAP-Analysis (Customer Master, Service Products, Installed Base, Service Orders, Service Confirmations, Service Contracts, Complaints, Customer Interaction Center, Service Requests)
  • Functional specification and conceptual design for new developments
  • Customizing (CRM & ERP)
  • Migration (Equipments via LSMW & Service Contracts via custom program)
  • Training 
  • Test Management
  • Go-Live Support

SAP CRM CONSULTANT – Customer (Utilities Industry) – Croatia – March 2012 - October 2012

• Requirement specification, functional design and implementation of Case Management for customers’ Law Suit and Bankruptcy process via SAP CRM Interaction Center for Financial Customer Care (FCC). Configuration of a new Case Type and Record Model. Implementation of Case Activities and Case Functions and integration between SAP FI-CA and SAP CRM. WebUI Configuration, Financial Customer Care (FCC) set-up and IS-U Contract Integration.

SAP CRM CONSULTANT – Customer (Pharmaceutical Trade) – Netherlands – January 2011 - October 2012

• Implementation of SAP ECC, CRM and eWM. SAP CRM 7.0 implementation with the following Sales-, Marketing- and Service- Functionalities:
  • Account management
  • Activity management
  • Opportunity management
  • Sales Order management
  • Campaign management
  • External List management
  • Complaint management 
  • Customer Interaction Center
• Application Consultant responsible for:
  • Planning, Processing and Post-Processing of the following requirement Workshops for customer: Master Data, Order Management, Marketing, Customer Care.
  • Customizing SAP CRM: Order Management, Agent Inbox Emails
  • WebUI development and configuration
  • Customizing SAP ERP: Advanced Returns Management 
  • Test Management 
  • Go-Live Support
  • Application Support

SAP CRM CONSULTANT – Customer (Pharmaceutical Industry) – Germany – September 2011 - July 2012

• Implementation of the following SAP CRM 7.0 processes for various subsidiaries:
  • Sample Management based on Campaigns
  • Distribution of advertising material based on Campaigns
  • Customer Interaction Center for pharmacy sales with Call List Management
  • Campaign Management with creation of Call Lists
• Cooperation on conceptual design for the Sample Management processes.

User requirement workshop and cooperation on conceptual design for the Customer Interaction Center (CIC) project.
Customizing and application consulting:

• • Activities and activity journals
  • Sales Order Management in CRM/ERP
  • Data migration into SAP CRM
  • Go-live and training for sample management and distribution
  • Go-live and training for advertising material distribution
  • Campaign Management customizing
  • Customizing CIC transactions
  • Customizing CIC Call Lists
  • Customizing CIC Navigation (Rule Modeler)
  • Go-live CIC Project
• WebUI development and configuration:
  • Navigation to various components / Adding attributes to searches / Fading out buttons and fields
  • Enhancements in the CIC function bar / Enhancements in the CIC Call List UI

SAP CRM CONSULTANT – Customer (Wholesale Industry) – Germany – June 2010 - December 2010

• Implementation of a SAP CRM 7.0 Interaction Center with BCM Integration. Editing/Monitoring of Service Requests the connected Activities und Knowledge Articles. Embedding of Order information from SAP ECC.
• Application Consultant: Process responsibility and Customizing of the Ticketing System (Service Requests) in the Customer Interaction Center.

SAP CRM CONSULTANT – Customer (Service Industry) – Bulgaria – March 2010 - December 2010

• Implementation of a SAP CRM 7.0 System for field service and office work for the following areas:
  • Service Orders
  • Service Contracts
  • Service Plan
  • Installed Base
  • Resource Planning
  • Service Confirmation via X-Form
  • Service Portal
  • CRM Pricing via IPC
  • Data Replication with ERP
• Part project manager, responsible during the business blueprint phase for analyzing and designing the customer requirements. Part project manager and application consultant, responsible during the realization phase for customizing of the Service Processes, GWI, CRM Pricing and Data Replication. 

SAP CRM CONSULTANT – Customer (Pharmaceutical Trade) – Netherlands – February 2010 - April 2010

• SAP CRM 7.0 Business Blueprint creation for Marketing, Sales and Service, considering the existing Online Shop.
• Application Consultant: business blueprint: Marketing (responsible), Sales Orders (responsible), Master Data (contributor).

SAP CRM CONSULTANT – Customer (Food Industry) – Germany / Belgium –November 2009 - November 2010

• Process analysis and business blueprint.  Implementation of SAP CRM 7.0 with the following Sales-, Marketing- and Service- Functionalities:
  • Account management
  • Activity management
  • Opportunity management
  • Campaign management
  • Complaint management 
  • Sales Orders
• SAP CRM 7.0 implementation as multiple CRM, parallel to SAP CRM 4.0 at customer. BlackBerry Sales Client for SAP CRM. Connection to “X”-Portal for the external sales network, with exchange of Opportunity data.
• Application Consultant: Business Blueprint, Customizing of Sales Orders, Complaints, Activities and Opportunities, as well as Support.

SAP CRM CONSULTANT – Customer (Pharmaceutical Trade Industry) – Germany –October 2009 - January 2010

• Implementation of a SAP CRM 7.0 with focus on Master Data: Central summarization of all product and supplier data from twelve European companies in a uniform system. Development and definition of a special data import tool.

Implementation of an application for the grouping of the same and similar products from various countries.

• Application Consultant: WebUI Customizing (Roles, Skins, Work Centers etc.)

SAP CRM CONSULTANT – Customer (Building Supplies Industry) – Germany –February 2009 - December 2009

• Analysis of Sales and Marketing business processes. Implementation of a SAP CRM 2007 – SAP CRM Web UI. National implementation of a SAP CRM 2007 System for field sales force and office sales force for the following areas:
  • Business Partner Management
  • Contact Management
  • Activity  Management
  • Marketing and Campaign Management
  • Sales Order Quotes and Sales Orders
  • Complaint Management
  • Reimbursement Management
  • movento Building Object Solution
• Application Consultant: Analysis, Planning and Implementation of the customer specific requirements in Complaint, Reimbursement Management, Sales Order Quotes and Sales Orders. After go-live Support.                                               

SAP CRM CONSULTANT – Customer (Life Sciences) – Switzerland –January 2009 - June 2009

• Creation of a Service prototype in SAP CRM 2007. Implementation of a SAP CRM 2007 System. Consolidation of three different worldwide CRM Systems
• Application Consultant responsible for the SAP CRM Service scenario (Installed Base Management, Complaint Management and Warranty Management).

SAP CRM CONSULTANT– Customer (Facility Management) – Switzerland –October 2008 - January 2009

• Implementation of a SAP CRM 2007 System. 
• IC WebClient, Service Tickets, Service Orders, Service Contracts, Service Plan, Installed Base Management, Resource Planning.
• Configuration of the demo systems (Process Customizing, Master Data Customizing).