Miltenyi Biotec is one of the oldest and largest biotechnology companies in Germany. The globally operating company from Bergisch Gladbach set itself the goal of modernizing the current CRM system and all core CRM processes and supporting sales with a user-friendly, mobile solution. A suitable CRM technology was to be selected on the basis of the newly defined processes. A completely new CRM implementation (SAP Hybris C4C) was compared with an extension of the existing SAP CRM system (SAP FIORI UX) and the result was applied for the final decision making.
- CRM process and strategy consulting
- Requirements management and optimization of CRM processes
- Evaluation of a suitable CRM solution and recommendation for action to stakeholders
- Comparison of technologies SAP CRM, Hybris C4C and SAP Fiori UX
- Implementation of processes in SAP Hybris Cloud for Customer
- Development of a global CRM roadmap for Miltenyi Biotec
Steps & Highlights
Vision11’s support initially included comprehensive requirements management with regard to the objectives as well as a detailed analysis of the existing CRM system. In order to identify the optimal CRM solution, it was first tested – based on an SAP C4C prototype – which functionalities the new solution provides in the standard version. At the same time, both options (SAP Hybris C4C vs. SAP CRM + SAP FIORI UX) were checked for feasibility of the requirements and the results were compared. The focus was on the core processes lead, quota and opportunity management as well as the areas installed base, account hierarchy, territory management and the user experience itself. The specification of the new processes took place in joint workshops with the sales, marketing, service and IT departments, with Miltenyi’s international orientation posing a particular challenge. In addition to detailed process flows and the description of use cases as well as a CRM roadmap, Vision11 was able to provide a clear, final recommendation for action.
“Vision 11 convinced from the very first moment by a very broad SAP CRM, FIORI and C4C knowledge”, says Maria Kunert, Manager CRM & Customer Lifecycle of Miltenyi Biotec, “Decisive for the far-reaching cooperation were not only the competent consultants but also the honest statements regarding the actual functionality of solutions and the feasibility/implementability of requirements in the cloud. Together, we managed to find the best solution for us and to make the right software selection.”
Through comprehensive CRM consulting, the prototype approach with different technologies and the Vision11 CRM evaluation methodology, Miltenyi was able to select the most appropriate solution for them. The decision to use SAP CRM in combination with Fiori UX technology was ultimately made unanimously with business and IT.