Issue

The purpose of this KDD is to provide an assessment of and recommendation on the best solution to support “Manage Customer Lifecycle” and “Manage Issue to Resolution” business processes. 

Decision

The following criteria will be applied in this assessment:

• Functional Capability – Support of Syensqo’s business processes
• Alignment with “Simplification” principle – Limit customisation above the standard offering of the product
• Integration with SAP S4/HANA – System interfaces required to integrated with other applications required to support the business process
• Cost – Relative cost between the proposed applications

Background & Context

The current “Manage Customer Lifecycle” and “Manage Issue to Resolution” business processes are primarily supported by Salesforce, and a variety of other On-Premises and Cloud applications that in many instances, integrate with Salesforce. The diagram below depicts the current application architecture:

The current application architecture is very complex as it involves two salesforce instances and a high number of manual and system interfaces that impact the performance of the business processes and data integrity. Some of these issues are explained below: 

• Double data entry: Business processes require manual data entry across multiple systems and manual tasks/interfaces.
• System Integration: Limited and/or complex integration between Salesforce and other applications (i.e. SAP customer data structure not fully replicated in Salesforce increasing the risk for data integrity across the systems), also adding to the ongoing maintenance costs.
• Ongoing Maintenance Cost: Salesforce is heavily customised to mirror the data from other Syensqo’s applications – e. g., Customer Master, Quotes, Contracts and Sample requests etc. This will impact future upgrade cost.
• In addition to these points, it is important to highlight those two Salesforce applications are implemented to cater to the requirements of different GBU’s as mentioned above has a number of customisations developed to support current business processes. 

Further developments are still required to consolidate information and harmonise data across these applications:

• Custom Interfaces to update Customer and Product Data from Salesforce in SAP.
• Report/Dashboards for Customer 360, Opportunities dashboard etc., across Salesforce, Dynasys and SAP.
• Consolidation of customer complaint databases (Salesforce) and economise Gensuite.
• Integration between Salesforce and SAP to remove manual data entry of Salesforce customer hierarchy and segmentation.

“Manage Customer Lifecycle” business process is enabled by the following applications: Salesforce, Pardot, Dynasys, Dataiku, Data Lake. These applications add new layers of issues and complexity to the existing architecture and Syensqo’s business process, for example:

• Quotation management is custom built with no integration to pricing data that resides in SAP. Additionally, there is no linkage between quotations and orders, making it difficult to track the end-to-end execution of sales processes.
• Contract profitability reports are not able to be performed as contract execution is not integrated with SAP.
• Not user-friendly, difficult to navigate, with manual replication of the same information required in multiple areas of the systems.

Similarly, for managing “Manage Issue to Resolution” (Customer Complaints, Customer Request and Samples), four applications are currently in place: Salesforce, Gensuite, Qualtrics, Google. These applications vary in capabilities amongst each other and do not fully integrate with Salesforce, to provide the 360º customer view across various customer complaints, requests and samples. Overall, the same issues highlighted before also occur within this business process:

• Double data entry to capture customer insights and feedback from applications other than Salesforce.
• GBU’s have different solutions which creates a challenge to consolidate customer interactions for global customers.
• Case management and customer feedback processes are managed differently across the GBU’s, which does not allow to report on common KPIs to measure Syensqo’s performance and customer’s satisfaction.

Assumptions

SAP S4/HANA will be the ERP (Enterprise Resource Planning) application that will enable the management and execution of customer records, sales contracts, sales orders, logistics, warehousing, transportation, billing and rebates. The recommended solution must integrate with S4/HANA to ensure seamless business process execution and master data integrity.

Constraints

Impacts

Business Rules

Options considered

Option A: “Manage Customer Lifecycle” and “Manage Issue to Resolution” processes enabled by SAP

It includes S4/HANA, SAP Hybris Cloud for Customer (C4C-V2).

SAP Hybris Cloud for Customer (C4C-V2)

SAP C4C V2 is the proposed application to manage the customer lifecycle and customer interaction. SAP C4C has capabilities to manage Leads, Opportunities, Activities, Competitors, Cases, Complaints, and natively integrates with SAP S4/HANA for the master data (e. g. customer master data or material master data) and transaction processes (e.g., creating a quotation from C4C and replicate to S4/HANA, reference S4/HANA sales order creating an sample order from a customer case).

SAP S4/HANA

SAP S4/HANA is the ERP (Enterprise Resource Planning) application that will enable the management and execution of sales contracts, sales orders, logistics, warehousing, transportation, costs, billing and rebates. All revenue and cost information will be managed and reported in SAP S4/HANA.

Option B: “Manage Customer Lifecycle” and “Manage Issue to Resolution” processes enabled by SAP and Salesforce: It includes S4/HANA and Salesforce.

Option C: 

Option D: 

Evaluation

	Option A	Option B	Option C	Option D
Criterion 1	Pro Con	Pro Pro	Pro Con	Pro Con
Criterion 2	Pro Con	Con	Pro Pro	Con Con
Criterion 3	Pro	Con	Con	Pro

See also

Change log

Workflow history