SAP CRM Programme Case Study

  • Sector: Retail Company
  • Initiative: CRM Implementation
  • Service: Programme Governance

The retail organisation already had an established customer loyalty card, however were not able to provide targeted offers based on customer purchasing habits or allow the customer to utilise multi channels to collect and redeem points. The programme introduced a near real time Customer Relationship Management (CRM) solution to support the introduction of the flexible multi channel / targeted offer loyalty card.

Searchlight were engaged to lead the overall technical programme delivery and to conduct delivery assurance reviews throughout the different stages of the programme life cycle. The programme was delivered using multiple 3rd parties, including 3 offshore delivery organisations across solution components including CRM, IBM Websphere and multiple legacy channel delivery components, including EPOS.

In addition, Searchlight were engaged to conduct a review of the Service Model, outlining a series of recommendations, which are currently being implemented, across the loyalty programme and other delivery initiatives.

Searchlight Delivers an SAP CRM Programme: Searchlight managed the delivery of a leading retailers SAP CRM solution and subsequent transition into a new support model.Searchlight Introduces an Offshore Delivery Model: Searchlight conducted a review of the Telecoms organisations new offshore delivery model and led the introduction of robust delivery controls, governance and vendor managementService Management Consulting for a Financial Service Organisation: Searchlight are delivering a service management maturity assessment review and consultancy services to transition our client to a world class support model.Programme Management of Greenfield SAP Implementation: Searchlight programme managed and led the solution assurance for an FMCG client to establish a Pan European green field SAP solutionSearchlight Delivers Business Intelligence Optimisation: Searchlight are working with an FMCG client to optimise their current SAP BI solutions to provide more effective management information.Searchlight Delivers Security Management Consultancy: Searchlight delivers SAP security consulting for a retail organisation and supports creation of an offshore delivery model