SAP C/4HANA Consultant

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)

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

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