Senior SAP CRM Functional Consultant

Project Description: SAP CRM Loyalty
Role: SAP CRM Team Lead and Senior Consultant
Responsibilities/Deliverables:

* The Chalhoub Group is the leading partner for luxury across the Middle East since 1955. An
expert in retail, distribution and marketing services based in Dubai, the Group has become a
major player in the beauty, fashion and gifts sectors regionally.

* The group implemented SAP CRM loyalty in order to enhance its image and increase market share
to compete in a highly competitive market.

* My role as a senior consultant was to roll-out the SAP CRM loyalty template to other countries
such a Qatar, Bahrain, and United Arab Emirates. As part of this roll-out some of my roles
included collaborating with other third party service providers such as web site developers,
mobile apps developers and point of sale supplier. I worked with junior consultants whose
roles were to configure the system and conduct end-to-end testing of the solution and all its
integration points.

Configuration Area
* Loyalty programs
* Basic settings
* Memberships
* Membership cards
* Point accounts
* Member Activities
* Partnerships
* Partner point accounts

Project Description: SAP CRM Service Request and Lean Order Management
Role: Senior SAP CRM Consultant
Responsibilities/Deliverables:

* Brandhouse is South Africa's leading total beverage alcohol company with an unrivalled portfolio
of premium brands across the spirit, beer and RTD categories. Established in 2004, Brandhouse
combines the best of three great alcohol beverage companies in terms of brands, people and ways of
working. It is a South African joint venture of Diageo, the world's largest premium alcohol
beverage company, Heineken International, the third largest brewer in the world and Namibia
Breweries Limited, one of the leading beverage manufacturing companies in Southern Africa.

* The Brandhouse portfolio includes many of the world's leading international brands such as
Johnnie Walker, Smirnoff, J&B, Bell's, Captain Morgan, Baileys, Heineken, Amstel, Windhoek and
Guinness, to name but a few.

* Brandhouse implemented both SAP CRM Service Request Management and Lean Order Management, to
streamline their service request management process and increase efficiency in the order taking
process.

* My key role as a senior consultant was to conduct requirements gathering workshops, assist in
documenting blueprint, configuring both service requests and lean order management according to
design, writing functional specifications, conduct unit testing, conduct integration testing,
conduct regression testing, conduct UAT, execute cut-over activities and provide support after
go-live.


Configuration Area
* Customer Interaction Centre
* Organizational structure
* Date profile
* Partner determination procedure
* Status profiles
* Interaction record
* Business activities
* Service request
* Multilevel categorization
* Navigation bar profiles
* Service profile
* Action profile
* SLA determination procedure
* Transaction types
* Agent inbox
* Inbox profile
* Email profile
* IC business role
* Account identification profile
* Standard response profile

Project Description: SAP CRM Web Shop Implementation
Role: Senior SAP CRM Consultant
Responsibilities/Deliverables:

* Pick n Pay is the second largest supermarket chain store in South Africa, established in 1967. It
can also be found in other regions of southern Africa, such as Botswana, Mozambique, Zambia, Zimbabwe,
Lesotho, and Namibia as well as Mauritius and had planned to open in Malawi.

* As part of growing its strategy to grow its brand and simplify its SAP architecture, Pick n Pay
decided to migrate its online shopping technology onto the SAP CRM platform. After successfully
implementing the Web Shop, online shopping customers were created on SAP CRM and the customer
replication only occured once the customer had placed an order.

* Some of my deliverables included:

* Configuration of SAP CRM middleware to ensure that only specific materials are
replicated to CRM, replication of sites to CRM, replication of pricing data to CRM,
replication of vendors to CRM and replication of customers from SAP CRM to ERP,
replication of orders from SAP CRM to ERP.

* My key role as a senior consultant was to conduct requirements gathering workshops, assist in
documenting blueprint, configuring both service request and lean order management according to
design, writing functional specifications, conduct unit testing, conduct integration testing,
conduct regression testing, conduct UAT, execute cut-over activities and provide support after
go-live.
* This project was the first SAP CRM web shop implementation in South Africa.

Configuration Area

* Replication of articles
* Replication of condition records
* Replication of vendors
* Replication of customers
* Configuration of business partner roles
* Configuration of transaction launcher

Project Description: CRM7.0 Case Management Implementation
Role: Senior SAP CRM Consultant
Responsibilities/Deliverables:

* The Department of Labour is the department of the South African government responsible for
matters related to employment, including industrial relations, job creation, unemployment
insurance and occupational health and safety.

* The department implemented SAP CRM Case Management in order to record all interactions and to
also to assist the department to respond quickly to all its customers. Case management was
implemented together with the Customer Interaction Centre for use by the Call Centre.

* A typical scenario will include an employer or employee reporting an injury at duty. The case
will be created on the system and the department of labour inspector will be dispatched for
further investigations. The solution integrated to SAP Records Management, so all documentation
regarding the case was scanned in one central place and linked to a case number.

* My key role in the project included designing the entire solution. There was a lack of case
management skills when I joined the project and my input and guidance was well received. My other
responsibilities included assisting in documenting the blueprint and conducting demos and proof of
concepts to senior management.

Configuration Area

* Basic settings for UI framework
* Case types
* Case closing profiles
* Text determination profile
* Determine permitted values for case attributes
* Partner functions
* Partner determination procedures
* Product identification
* Customer Interaction Centre
* Organizational structure
* Date profile
* Status profiles
* Interaction record
* Business activities
* Service request
* Multilevel categorization
* Navigation bar profile
* Service profile
* Action profile
* SLA determination procedure
* Transaction types
* Agent inbox
* Inbox profile
* Email profile
* IC business role
* Account identification profile
* Standard response profile

Project Description: CRM5.0 Case Management /Social Care Implementation
Role: Senior SAP CRM Consultant
Responsibilities/Deliverables:

* The Department of Social Development is the department of the South African government responsible
for matters related to youth, older persons, women, children and families,
organizations/communities and persons with disabilities.


* The following services are provided by the department:
* Children and families:
* Child grants
* Grant-in-aid
* Adoption services
* Foster care
* Children's homes
* Child protection services
* Skills training and development
* Family support services
* Youth:
* Treatment of substance abuse
* Counselling
* Legal and court services
* Skills training
* Internships
* Older Persons:
* Grants
* Residential care
* Service centres
* Women:
* Shelters for abused women
* Victim empowerment
* Counselling
* Skills training and development
* Persons with disabilities:
* Disability grant
* Residential care
* Service centres
* Skills training and development
* Organizations and Communities
* Registration, funding and training
* Internships
* Assisting in setting up Early Childhood Development sites
* Research and development

* Before the implementation of the Social Care module, the department did not have an electronic
system to provide the above mentioned services. Client registration took place by using spread
sheets and other manual interventions. Social workers or case workers walked around with arch
liver files and no one else has access to the file the case worker had. For an example, if a case
worker was not in the office and a family member wanted to know the whereabouts of the child or
older person, no one could provide this feedback.
*
* After successful implementation of Social Care module, the department used SAP CRM to efficiently
provide its services to the citizens. It was now possible to perform the following activities
* Everyone with access could log onto the system and check where the child or older
person has been kept.
* The services has been provided to the child (counselling and treatment of substance
abuse)
* Other professionals ( Doctors and psychologists) that have provided services to the
client
* It was also possible to see if the client is coming for the second time or not
* It was possible to report at any time on the number of registrations etc.

* The solution integrated to SAP Records Management where confidential and registration documents
were kept. Access to these documents was controlled by authorization and only certain people had
access to certain types of documents.


* My key role as a senior consultant was to conduct requirements gathering workshops, assist in
documenting blueprint, configuring both service request and lean order management according to
design, writing functional specifications, conduct unit testing, conduct integration testing,
conduct regression testing, conduct UAT, execute cut-over activities and provide support after
go-live.

Configuration Area

* Social Care Interaction Centre
* Social Care Activities and Case
* SAP Interactive Forms
* Business Partner Search and Custom Search
* A-to-Z Process Tree
* Call Processing Alerts
* Additional Information
* Case History
* Worklist
* Context-sensitive Navigation
* Mail Notification
* Bed Reservation
* Phonetic Search
* Integration into Records Management

Project Description: CRM 3 to 5 upgrade
Role: SAP CRM Junior Consultant
Responsibilities/Deliverables

* Engen Petroleum is a South African oil and gas company. Until 1990, it was part of Mobil Oil. In
1993, it changed the brand name into Engen. The company is present in over 20 countries and
export products to over 30 more countries, mostly in Africa and the Indian Ocean Islands.

* Engen has a refinery situated in Durban that has a nameplate capacity of 135,000 barrels per day
and operates approximately 1,500 service stations across sub-Saharan Africa and Indian Ocean
Islands. Engen operates its own transport fleet with approximately 180 bulk fuel tankers.

* Today, Engen Petroleum is active in South Africa, Botswana, Namibia, Zimbabwe, Mozambique, Kenya,
Ghana, Gabon, Tanzania, Rwanda, Burundi, Zambia, Malawi, Lesotho, Swaziland, Mauritius, Reunion
and Congo-Kinshasa.

* My key role as a junior consultant was to configure both service ticket and telesales
functionality according to design, writing functional specifications, conduct unit testing,
conduct integration testing, conduct regression testing, conduct UAT, execute cut-over
activities and provide support after go-live.

Configuration Area

* Customer Interaction Centre
* Organizational structure
* Date profile
* Partner determination procedure
* Status profiles
* Interaction record
* Business activities
* Service request
* Multilevel categorization
* Navigation bar profiles
* Service profiles
* Action profile
* SLA determination procedure
* Transaction types
* Agent inbox
* Inbox profiles
* Email profiles
* IC business roles
* Account identification profiles
* Standard response profile