Bibliographic citations
Paiva, M., Diaz, J. (2024). Implementación de SAP Cloud for Customer para optimizar el proceso de gestión de ventas y servicios en una empresa industrial [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/674682
Paiva, M., Diaz, J. Implementación de SAP Cloud for Customer para optimizar el proceso de gestión de ventas y servicios en una empresa industrial [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/674682
@misc{renati/1298370,
title = "Implementación de SAP Cloud for Customer para optimizar el proceso de gestión de ventas y servicios en una empresa industrial",
author = "Diaz Ugarte, Jose Luis",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
For a long time, the company has used notebooks and spreadsheets to control its sales and customers. For this reason, the company has had the following critical problems: loss of customer information, delays in making and monitoring sales, inefficient control of customers and facilities, there is no real-time information, there is no Efficient process for generating quotes and sales and customer reports. The proposed solution was to implement the Sales and Service modules of the SAP Cloud for Customer platform to optimize the sales and customer management process in a manufacturing company specialized in the manufacturing and marketing of heating systems. Data was migrated to the new SAP platforms. To do this, the SAP Activate methodology was applied, which has five phases: Preparation, exploration, realization, implementation and go live - support. During the implementation, the Sales and Service modules of the SAP Cloud for Customer platform were configured to identify key data and configurations. The validation of the project was carried out in two parts: Validation of the implementation, where the test plan for the configurations of the Sales and Service modules is described; and validation of the project's impact on the industry. After implementation, a notable improvement has been seen in commercial management with a 30% increase in sales. This improvement was reflected in the customer retention rate with 94% and in ticket response SLAs with an improvement of 98%. For all these reasons, the implementation project proved to be a successful strategic decision by the company.
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