Elevate your CRM experience with PwC and SAP CX Technology

Maturity assessment

Utilising internationally recognised IT standards, we evaluate the maturity of your CRM applications' processes and structures. This assessment helps us identify areas with potential for modernisation, allowing us to pinpoint weaknesses in your systems and mitigate potential risks in your current setup. 

The maturity assessment method examines the quality of your processes and systems in detail, considering aspects such as development, organisation, and maintenance. From this evaluation, we ascertain the level each process has reached and subsequently recommend measures for improvement. 

On-premise to cloud migration

The advantages of cloud-based systems are driving many companies to move from on-premise to cloud solutions. This shift involves managing challenges like project approach, resource coordination, data migration, and integration.

Key factors for success include:

• Change: Managing organisational changes.

• Processes: Capturing and optimising requirements.

• Knowledge: Transferring knowledge throughout the project.

• Transparency: Ensuring clear communication.

• Collaboration: Coordinating stakeholders effectively.

Implementing these can be complex, but PwC experts have the skills to integrate proprietary system developments into your new cloud solution

Business process design workshops

In workshops, we work with you to develop future processes using our Business Process Redesign Framework. This framework includes an approach, templates, and best practices that allow for conducting workshops in a results-focused manner. 

We emphasise the following aspects: 

• Defining the future processes 
• Establishing roles and responsibilities 
• Aligning processes with new digital best practices. 

An agile approach and continuous feedback exchange ensure tailored and improved processes as the final outcome. 

AI in customer experience

Transform your customer experience with intelligent automation and AI-driven insights. As experts in both SAP CX implementations and artificial intelligence, we help organisations harness the full potential of AI to create exceptional customer experiences while optimising operational efficiency. 
 
Our approach 
 
We combine deep expertise in customer experience management with cutting-edge AI capabilities to deliver solutions that drive real business value. Our team leverages SAP's powerful suite of AI-enabled tools while extending their capabilities through custom implementations where needed. This hybrid approach ensures you get the best of both worlds: enterprise-grade stability with the flexibility to address your unique business challenges. 
 
How we deliver value 
 
Through careful analysis of your customer journey touchpoints, we identify high-impact opportunities for AI integration. Whether it's automating routine customer service tasks, personalising customer interactions at scale, or generating actionable insights from customer data, we implement AI solutions that deliver measurable results. 
 
Beyond standard solutions 
 
While we maximise the value of SAP's standard AI capabilities, our expertise extends to developing custom AI solutions when needed. From advanced customer analytics to intelligent process automation, we carefully evaluate each use case to determine the optimal approach—whether that's configuring standard SAP solutions or developing custom implementations to meet your specific requirements.

Requirements workshops

We define the future CRM requirements using our Conference Room Pilot approach, which shows how your processes will work in the system. The process includes four phases: 

1. Prepare the future CRM based on Business Process Redesign and existing data 
2. Walk through future processes with you during workshops 
3. Document discrepancies as user stories. 
4. Prioritise User Stories with key users. 

These workshops help document adjustments clearly and give practical insights into the future CRM operation. 

Solution design

Building on the SAP Customer Experience (CX) solutions, your business processes, and the documented user stories, our technical team creates a solution design. The focus is on:

• Fully capturing requirements

• Innovative use of the system's standard functionalities

• Presenting different design options, including the effort required for implementation 

• A modular approach to customisation for better prioritization

• Transparency

• Integrating the systems into the existing system landscape

In some cases, out-of-the-box software solutions reach their limitations. Sometimes, specific functionalities required by business model processes are not available. In such scenarios, it is necessary to develop a customised solution tailored to specific requirements. 

With a global network of experts and professional development centers that consolidate competencies across various technologies, we are equipped to address any challenge.

Project management

We tailor our project management to your company culture, supporting both agile methods and traditional approaches. Our hybrid "Water-Scrum-Fall" combines Waterfall with SCRUM, offering a planned start, agile development phases, and pre-planned stages for testing, training, and data migration. This method ensures transparency and high-quality outcomes.

Change Management

Our change management approach helps you manage change effectively. We focus on the motivation, skills, behavior, and attitudes of all employees, whether they are influencing or affected by the changes. Key aspects include:

• Clarifying the changes and benefits

• Ensuring transparency about the details

• Setting clear goals and measurable outcomes

• Considering everyone involved

• Communicating strong management commitment

• Empowering managers and employees

Participants are gradually introduced to new processes and structures, making the transformation efficient and effective with our proven approach.

System integration

When implementing your target architecture, our team of experts excels in seamlessly connecting new systems and technologies with your existing system landscape. Leveraging our expertise in SAP Integration Suite, we are capable of realising standard connectors as well as handling complex SAP and non-SAP integrations. Our approach ensures future-proof, flexible, and scalable integration platforms that guarantee sustainable performance, maintainability, and readiness for future changes such as the addition of new systems or services.

Test management

The success of a CRM project hinges on an effective testing strategy and robust test management. Our framework includes comprehensive test planning and execution, resource planning, change management, and scope management. Through test automation strategies and tools, we significantly reduce labor-intensive testing efforts. 

Testing is integrated throughout the development process, starting with unit tests conducted and documented upon completion of each user story. At the end of each sprint, end users receive demonstrations of new functionalities, allowing them to test and provide feedback based on user story acceptance criteria. 

Before going live, we conduct structured integration and user acceptance tests. Our approach ensures that all deviations reported by users, whether system errors, user questions, or new requirements, are systematically traced and addressed. This approach helps determine whether an issue requires a system fix, updated training materials, or a change request. 

Data migration

The transition from an existing CRM system to a new one requires the migration of company data, a critical aspect of the implementation process. This provides an opportunity to modernize data structures and improve data quality.

Our seasoned specialists in Big Data and data migration utilise cutting-edge methods to analyse, transform, and migrate your company data. Consequently, your new CRM system will instantly benefit from optimised data assets, facilitating seamless integration and enhanced processes.

Engaging the business unit in selecting the data to be migrated, mapping it into new structures, and setting quality gates is integral to our approach.

The primary steps in data migration include: 

• Scoping: Defining the scope of migration, determining the entities and lifecycle events to be migrated.

• Architecture: Selecting the migration tool, mapping source and target entities, and identifying the message types to be used.

• Mapping: Creating field-level mappings through close collaboration between business and technical experts.

• Cleansing: Identifying data records for migration from the source systems. 

• Implementation: Implementing the defined mappings with the chosen migration tool, including unit tests at the individual record level.

• Test Phase: Conducting a full simulation of the migration in two phases: Software Integration Test (technical) and User Acceptance Test (functional).

• Migration and Go-Live: Completing the Go-Live phase with the migrated data.