Profileimage by Venkata Ramesh SAP  C/4HANA Consultant from Claremont

Venkata Ramesh


Last update: 06.05.2021

SAP C/4HANA Consultant

Graduation: MBA (Marketing and Systems)
Hourly-/Daily rates: show
Negotiable based on the project duration, Negotiable for Remote Projects
Languages: English (Full Professional)


Venkata Ramesh C C Tummala_CV.docx


SAP Certified Application Senior Consultant, Subject Matter Expert (SME) & Technology Associate with 14 years' achievement architecting, designing, configuration, developing, and delivering a diverse range of SAP solutions including the entire SAP C/4HANA Suite (Hybris), SAP CRM, C4C, Fiori, HANA and SAP Solution Manager. With excellent communication and presentation skills, has proven success at leading customer engagements, managing cross-border teams on multiple full lifecycle project implementations. Takes responsibility as Project Lead, supports line manager in people development tasks, collaborates with colleagues to lead pre-sales opportunities. Possesses deep Business Analysis and Technical skills, Excels at driving solutions for businesses especially on Customer Experience (CX), C/4HANA, and digital solutions across multi-platform and hybrid architectures, including on-premise and cloud. Experienced with various project implementation methodologies e.g. AcceleratedSAP, ACTIVATE, Scrum, Agile, Waterfall, and Run SAP methodology for operations phases across Project Preparation, Requirement Analysis, and Scoping, Solution design, Blueprinting, Realize, Deploy and Run. Extensive experience in SAP CRM Lead to Cash process including Marketing, Sales, Service, and Loyalty Management as a functional consultant with Knowledge of S/4HANA Sales, S/4HANA Service functions, and integration with CRM/Customer Management.

Project history

07/2016 - Present
Sr. SAP CRM Consultant/SME
HBO Consulting & Trading (Pty) Ltd, Client: Pick n Pay (>10.000 employees)
Consumer goods and retail

Key Implementation Outcomes: SAP CRM Loyalty Management (Smart Shopper and BP Loyalty Programme), Surveys (Net Promoter Score [NPS]) for Stores and Online shop, Campaign Management, High Volume Segmentation, Push Notifications, Cashier Gamification (PoC), CIC telephony Integration with Genesys, SAP Marketing Cloud

  • Involved in the loyalty program to support +7 million customers, improved customers’ ability to maximize rewards (has offered R 2.4 Billion personalized discounts in 6 months)
  • Collaborated with business stakeholders to define requirements, prepared solution proposal documents (SPD), business analysis, and functional and technical specifications for developers to meet the custom business requirements worked with a team of 12 to design, develop and implement solutions

SAP Marketing/HANA Modeling:

•Responsible for planning and executing Implementation / Integrate / Support activities regard to SAP Marketing Cloud.

Extensive experience in Dynamic profiling, Segmentation, Campaign management, and recommendations.

•Integration of the SAP Marketing Cloud with other SAP, SAP Cloud (C4C and Ecommerce), and Non SAP applications.

•Experience in working with integration platforms like SAP CPI, Custom API, and Third-party APIs.

•Experience in extensibility and adaptability in SAP marketing Cloud, OData/Standard APIs, enhancement and building custom OData, Custom Business Objects, and creating HANA Views for custom requirements.

•Expertise in Data modeling- Calculation Views, Store Procedure using CE-Functions, Business rules in Decision Tree, and Analytical Privileges.

•Created advanced modeling using Hierarchies derived views, restricted calculated column, variable, input parameter, currency conversion.

•Created Technical specifications for SQL based calculation views were in order to address complex business requirements.

Loyalty Management

  • Loyalty Program Management configuration includes Membership settings, tier, point, and expiration profiles for loyalty program types, loyalty types, partner determination, date calculation procedures, status profiles, mapping for condition groups, card types, Dynamic attributes, Member activity categories and types, Point qualification types, and reasons.
  • Defining and implementing membership registration via mobile app, kiosk, online, and third party partner channels and also anonymous membership process via POS.
  • Assisted in implementing a real-time loyalty reward interface between SAP CRM Loyalty and POS (Point of Sale) and Online shop/Hybris Commerce, including off-line or batch processing of loyalty rewards from third parties.
  • Defining and implementing Member activity processing in real-time/batch and redemption of accrued customer rewards.
  • Configured vouchers solution to generate and distribute different types of vouchers such as anonymous and personalized and enabled for customers to opt-in/Out on multiple digital channels
  • Integration of Loyalty and campaign management to reward points, cash off, and Percentage discounts.
  • Loyalty integration with Interaction center to review and manage memberships.

CRM Marketing and Campaign Management:

  • Configured and implemented campaign management and custom Infoset’s using data reading programs, HANA AMDP’s  for segmentation
  • Defined and mapped the process to automate target group and campaign creation using external third party files and optimized the execution process to adopt HV target groups and faster turnaround time.
  • Designed and implemented SMS Survey (Net Promoter Score [NPS]) for stores and Online shop using SAP CRM Survey suite. Integrated with 3rd party (GRAPEVINE) bulk SMS provider
  • Designed and implemented the Push notifications functionality to send the vouchers information for Mobile App users. Integrated with Firebase cloud messaging (FCM)

SAP Customer Interaction Center:

  • CTI Integration – Integrated an external (GENESYS) multi-channel contact center solution with SAP CRM Customer Interaction Center (CIC) for enabling telephony functions within CRM, automatic number identification (ANI), Self-Service options via Interactive Voice Response (IVR)

Cashier Gamification:

  • Designed and implemented the cashier gamification solution to receive feedback from customers at Tills/POS (Point of Sale)

03/2014 - 06/2016
Sr. SAP CRM/Fiori Consultant
HBO Consulting & Trading (Pty) Ltd, Client: ENGEN Petroleum Ltd (5000-10.000 employees)
Energy, water and environment

Key Implementation Outcomes:  Service Request Management, SSF (AIC), CRM Fiori Sales Apps

  • Lead consultant on a team of 2, architected technical architecture of  Fiori landscape and implementation of out of the box applications and enabling the company to streamline service process to resolve customer queries, increased revenue, responsiveness, and customer satisfaction by delivering the right service to the right customers.
  • Led regular reviews with business unit heads, super users, and end-users to provide an effective and efficient way of resolving Issues and communicating progress
  • Enhanced Service Request Management, implemented Financial Shared Service Centre (AIC), and SAP Fiori Apps for Field sales Representatives to improve productivity, user adoption, and increased compliance and data quality.

Shared Service Framework (AIC)/Service Request Management:

  • Configured and implemented new service request management (conversion of Service Ticket to Service Request) to provide the additional and advanced functionality such as checklists, Management of processing times, SLA’s, Autocomplete, Multi-level categorization, Dispatch, Notification Framework, and Account identification by a reference document
  • Configured base customization for  service requests such as Text, status, action, partner, organizational data, Date profiles, Management of Processing times to monitor and control the response times of CSC and other parties involved in the process
  • Configured the Notification framework, Subscribing, conditions for subscriptions, Communication channels to inform the status and progress of service request to the involved parties
  • Configured Agent Inbox, Inbound Email handling using ERMS (E-Mail Response Management system)

SAP Fiori:

  • Configured and implemented SAP CRM Fiori Transactional Apps such as My Accounts, My Contacts, My Leads, My Opportunities, My Tasks, My Notes, and My appointments for Field Sales representatives to accelerate sales productivity
  • Configured App-specific configurations in both front-end and back-end systems and NetWeaver Gateway including creating system aliases for applications, activating OData services, setting up SAP Fiori Launchpad and activating ICF services of UI5 Application, setup catalogs, groups, and roles

12/2010 - 02/2014
Sr. SAP CRM/Solution Manager Consultant
MONDIAL IT Solutions, Clients: ENGEN Petroleum Ltd, AVI, Impala Platinum (5000-10.000 employees)
Energy, water and environment

Key Implementation Outcomes:  Customer Interaction Center (CIC), Sales, Service Request Management (Reimplementation/Upgrade Project) and SAP Solution Manager SolDocA, ChaRM, BPCA, Integration with Worksoft Certify

  • Lead consultant on a team of 2 on SAP CRM Reimplementation/Upgrade project from 5.0 to 7.0, SAP Solution Manager ChaRM, Service Desk, BMC Remedy Integration, and Solution Documentation implementation
  • Collaborated with business process specialists to document the business and system process in SAP Solution Manager
  • Designed and Implemented SAP Solution Manager Service Desk and ChaRM (Change Request Management) for 4 tier system landscape and Integrated BMC Remedy with SAP Solution Manager ChaRM
  • Configured various change process types such as standard, Emergency, and Normal and defined Incident and change transaction types, Text, Organisational data, partner, status profiles, status reasons, and workflows using action profile and conditions
  • Configured and Implemented Solution Documentation in SAP Solution Manager for central documentation for IS supported business processes
  • Configured SAP Solution Manager Test Workbench to perform test management related activities and Integrated with Worksoft Certify to create and execute test scripts from Solution Manager (lights out testing)
  • Led  major reimplementation and upgrade from CRM 5.0 to CRM 7.0, including planning, design, implementation of Customer Interaction Center (CIC), Sales, Service, IC WebClient enhancements from CRM 5.0 to the CRM 7.0 WebClient UI, transaction launcher functionality to access sales orders, PM requests and BI reports from CRM web UI and data migration

09/2009 - 12/2010
Sr.SAP CRM Consultant
HBO Consulting & Trading (Pty) Ltd, Client: ENGEN Petroleum Ltd, NBCRFLI (5000-10.000 employees)
Public service

Key Implementation Outcomes:  Sales, CIC, Service, Investigative Case Management, Middleware

  • Senior Consultant on SAP MyCustomer Strategic Project rolled out to more than 500 Sales and Marketing employees country-wide and in 3 phases to effectively build and manage customer relationships.
  • Led business requirement workshops, analyzed requirements to manage sales Leads, opportunities, Activities, 360-degree view of customer information (master and transactional data), and Visit planning for the Salesforce.
  • Designed, developed, and Implemented SAP CRM sales including Account & Contact Management, Account Factsheet, Activity Management, Lead Management, Opportunity Management, Visit Planning and Activity Scheduling, reporting, and server-based groupware integration with MS outlook.
  • Performed base customization such as Text, status, action, partner, organizational data, date profiles, lead qualification using Questionnaires, Mapping of the Sales cycle, status reasons, Sales methodologies such as Sales Assistant, Buying Center, Competitor information, Opportunity assessment, and Opportunity planning.
  • Defined and maintained Activity Transaction types, default values for Duration, preparation time, Activity category, period, working hours, and Date types for Visit planning and activity scheduling
  • Configured bidirectional Server Based Groupware integration to synchronize and access accounts, contacts, and daily business activities and tasks in CRM and MS Outlook
  • Implemented One-to-One E-Mail integration with MS Outlook to send emails to customers.
  • Replicated customers, products, and account hierarchies from SAP ECC to CRM via middleware.
  • Delivered strategic project architecture and functional and technical specifications to enhance the case management application for custom fields, search component, default the values, customer-specific validations while creating Cases and workflow to trigger the follow-on actions based on the context of the request/case.
  • Configured various case types and central properties of a case to reflect the business processes such as case attribute profile, status profile, Text Profile, Multilevel categorization, Priority and Number ranges
  • Defined folder structures for documents linked to a case and assigning folder templates to document nodes in the case record model for case types

04/2009 - 08/2009
Sr.SAP CRM Consultant
EPRIME DYNAMIX, SA (10-50 employees)
Internet and Information Technology

Key Implementation Outcomes: SAP CRM CIC, Service, Investigative Case Management (SAP CRM 7.0 Internal Demo system setup), Pre-Sales Support

  • Configured SAP CRM 7.0 Demo system for CIC, Service Request, and Case Management scenarios including middleware set up to replicate business partners, Products, and transactions from ECC to CRM and vice versa
  • Involved in Pre-Sales, Proof Of Concepts, clearly articulating the benefits of SAP CRM solutions and tailoring product demos to all levels up to "C" level executives
  • Scoping the overall solution required to meet prospect and client needs, considering any potential issues

03/2008 - 02/2009
SAP CRM Consultant
PARACON SA (Pty) Ltd, Clients: Mercedes Benz Financial Services, SASOL (Secunda), Deloitte Consulting (5000-10.000 employees)
Banks and financial services

Key Implementation Outcomes:  Marketing, CIC Win Client & Web Client (SAP CRM 4.0, SAP CRM 5.0), Telephony Integration

Campaign Management/Surveys:

  • Implemented and configured E-mail campaign management with surveys to perform recurring Employee satisfaction and HSEQ surveys
  • Configured Profile set, Data sources, attribute lists, and transferring attribute (employee) data from SAP BW in regular intervals for segmentation
  • Defined and created Personalized mail forms using attributes to populate Business partner details
  • Created questionnaires using SAP CRM survey suite and associated with relevant business activity for e-mail campaigns
  • Integration with BW for reporting and analysis for surveys and campaign management.
  • Prepared detailed functional specifications to developers for ABAP routines to enhance the employee numbers and map the company codes to attribute values in SAP BW to model an analysis process for the data transfer

CIC and Support:

  • Involved in Goldmine replacement project – Analyze and underlying business processes mapping to integrate MBFS call center into MBSA call center in SAP CRM
  • Involved in CTI integration with NEC Philips
  • Provided extensive Production support such as monitoring middleware queues, jobs, and bug fixing within a specified time


10/2006 - 01/2008
SAP CRM/SD Consultant
CONSILIUM Technologies, Client: MASANA Technologies (City of Johannesburg) (5000-10.000 employees)
Public service

Key Implementation Outcomes: SAP CRM CIC,  IS-U (SD)

Involved in template project implementation for South Africa municipalities.

•Responsible for scoping, initial template definition of SAP CRM CIC, and SD Business processes to drive quick and repeatable project implementations.

•Prepared the business blueprint document and configured standard business scenario specifications.

•Configured all the basic functionalities of CRM for effective business transactions, which involved the determination of organization, partners, actions, and dates.

•Configured Order to Cash (OTC) processes.

•Responsible for Creation Building Blocks, BC Sets, and customizing distribution to speed up SAP project delivery.

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