Success Story: RAFI's experience with SAP & SYBIT

Starting point

In the CRM area, RAFI was previously using a system that could no longer meet the requirements of the constantly growing, innovative company. It could not be used throughout the group, had no integration into the ERP, was only available in German and was so inflexible due to many adaptations that rollouts in other locations were associated with great effort. A continuous process from marketing to sales was therefore not guaranteed - an unsatisfactory solution for RAFI's customer focus. RAFI therefore looked consistently to the future: as the company grew in size, the call for a globally uniform appearance and market presence became increasingly urgent. A key driver was the need for cross-group communication and corresponding reporting in order to create the greatest possible transparency. The 360° view of the customer, worldwide, was the motivation for introducing the SAP Sales Cloud. It offers RAFI all of this directly, without the need for complex adjustments: transparent and standardized data usage, forecasting, KPI analyses and measurements.

Project details

• June 2020: Go-live Sales Cloud at the headquarters in Berg, incl. lead-to-opportunity functions
• No development necessary, all processes solved as standard
• 360° customer view, full transparency for sales and marketing on market data
• Despite technical hurdles, successful connection of the telephone system, Outlook connection, data migration from legacy system and data cleansing
• Integration of all divisions: components (standard and catalog business), system business, EMS
• Start with 80 users, successive integration of further locations in Germany and internationally

Results and highlights

• Numerous concrete improvements: Replacement of individual solutions, Excel and third-party tools; expansion of marketing activities such as email campaigns; optimization of sales processes; creation of more efficient working conditions.

• Major benefits, particularly in the lead and opportunity process: uniform and effective processing and further development of leads across all areas, significantly optimized focus on sales opportunities.

• Optimal team setting: A team with decision-making authority from marketing, central sales and IT at RAFI ensures very fast and error-free implementation in the project; a dedicated support team for employees deals intensively with the system, provides internal training for users and quickly creates a high level of acceptance.

• Agile SYBIT methodology a decisive success factor: Although the project is almost completely remote, the agile approach ensures a very high level of transparency; thanks to highly frequent communication and a permanent RAFI employee in the SYBIT team, both sides grow close together in a very short time.

• Focus on the essentials: By fully concentrating on the features that bring tangible benefits in a short time, it is possible to work close to the standard and the project can be carried out and implemented quickly and smoothly - on budget and on time.