"A picture-perfect Sales Cloud project"

Starting position

RAFI previously used a system for CRM that was no longer able to meet the requirements of the innovative, constantly growing company. It could not be used across the corporate group, was not integrated into the ERP system and was only available in German. A multitude of adaptations had also made it so inflexible that rollouts in new locations entailed high costs. This meant that there was no consistent end-to-end process from marketing to sales – an unsatisfactory solution for a company that puts customers first. With this in mind, RAFI set its sights resolutely on the future. Its increasing size made the need for a consistent global image and market activity all the more urgent. A major driver was the desire for corporate-wide communications and corresponding reporting to create as much transparency as possible. A 360° view of the customer – right across the globe – was the motivation for introducing the SAP Sales Cloud. RAFI can thus achieve all of this directly without the need for cumbersome adjustments: transparent and standardised data usage, forecasting, KPI analyses and measurements.

Project details

• 6-month project duration
• June 2020: Sales Cloud go-live at the headquarters in Berg, including lead-to-opportunity functions
• No development necessary, all processes covered in the standard system
• 360° customer view, full transparency of market data for sales and marketing
• Successful connection to telephone system despite technical issues, Outlook connection, data migration from old system and data cleansing
• Integration of all divisions: Components (standard and catalogue business), systems, 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; optimisation of sales processes; creation of more efficient working conditions.
   
• Big advantages, especially in the lead and opportunity process: Uniform, effective processing and further development of leads across all business areas, significantly improved focus on sales opportunities.
   
• Ideal team setting: A team with decision-making authority from marketing, sales and IT at RAFI ensures very quick and error-free implementation in the project; an in-house support team for employees familiarizes itself with the system and holds internal training sessions for the users, rapidly generating a high level of acceptance.
   
• Agile Sybit methodology as the decisive success factor: Although the project is conducted almost entirely remotely, the agile approach ensures an extremely high level of transparency; thanks to very frequent communication and an RAFI employee integrated into the Sybit team, both sides grow together very quickly.
   
• Focus on what's important: By concentrating fully on features that bring noticeable benefits in a short amount of time, the team can work without deviating much from the standard system to quickly and seamlessly conduct and implement the project – within budget and on time