Chupa Chups had been using in-house systems, Lotus Notes, and a web solution to manage customer information. “We had a lot of information but it was in different systems,” Miralles says. “We were not able to answer every customer questions immediately. We decided to reorganize the department and support it with a single customer relationship management solution.”
The decision-making process for selecting mySAP CRM was straightforward.
The project
“We normally work with SAP,” Miralles says. “Our ERP system is from SAP, and we also use the SAP Business Information Warehouse component. Typically, when we have to implement something new, the first system we analyze is from SAP. If the SAP software meets all our requirements, the decision is driven by the integration with our existing SAP solution landscape.”
That integration is seamless. Says Miralles, “Sales order entry is in the ERP system, not in mySAP CRM. All the transaction flows are in the enterprise resource planning software. But the customer service representatives don’t know if they are in mySAP CRM or in the ERP software because the integration is so good.” Chupa Chups worked with rollout partner REALTECH – a SAP global alliance partner specializing in the SAP NetWeaver® platform and mySAP CRM – and implemented the software in only three months, on time and within budget.
Chupa Chups next plans to implement mySAP CRM at several subsidiaries. The company will also link mySAP CRM and SAP Business Information Warehouse (which is part of the SAP NetWeaver Business Intelligence component) for deeper analytics and business intelligence.
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About Chupa Chups
Chupa Chups S.A. – based in Barcelona, Spain – is a leader in the manufacture and distribution of confectionery products, selling brands like Chupa Chups lollipops and Smint minimints.
The US$350 million company distributes its products in 150 countries through 150 customers who place very large sales orders.