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C/4 HANA Sales and Service (Hybris) solution for Oil & Gas Industry ENOC in the Middle East

The challenge :

Sapours implemented SAP C/4 HANA (Hybris) Sales and Service solution for ENOC, an Oil & Gas major based in Abu Dhabi UAE. We executed a development project for a new C4C (C/4 HANA) implementation in a phased manner. The program phases included a 2-year C4C consulting engagement, followed by a 1-year implementation project, dovetailing into post-implementation support.

The objectives :

The solution was designed according to specific customer requirements, keeping the following objectives in mind

  • Sales process needed to be implemented, along with integration to S/4HANA
  • Service process needed to be implemented, including service visits, tickets and survey management
  • CTI integration with SAP C4C was required
  • Service request processes were to be integrated with the ERP

The Solution

  • Out-of-the-box and standard sales processes were configured to meet stringent customer requirements
  • Implemented customer replication, opportunity replication and sales quote replication from C4C to SAP ECC. Material and sales order replication from S/4HANA to C4C was also deployed
  • Sales cycle reporting for upcoming/ converted opportunities and sales orders were enabled

The benefits

  • The user-friendly UI helped users to swiftly capture information for new opportunities /enquires and efficiently transact with the data as well as make updates to the data
  • Enabled a convenient interface to maintain appointments and visits, enhancing customer service experience
  • Enabled key reports in C4C to visualize the company’s progress
  • Overall work efficiency increased by 30%
  • Enabled caching in dynamic pricing information from S/4HANA in real-time
  • Enabled faster customer identification using CTI integration with C4C (S/4 HANA)

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SAP Marketing Cloud

In addition to implementing sales and service on SAP Hybris C4C (C/4 HANA), Sapours also implemented the SAP Hybris Marketing Cloud solution for ENOC’s retail division.

THE OBJECTIVES WERE TO:

  • To enable tidy contact master data management avoiding duplication
  • Enable effective marketing and budget planning
  • Social media campaign management including tracking of campaign effectiveness using well defined KPIs

THE SOLUTION: The SAP Hybris Marketing Cloud implementation was designed to enable key marketing management processes. The key features of the solution were:

  • Designed approval workflow for Campaign and Target group in the marketing plan
  • Google Ads and Facebook integration for campaign management
  • Customer Golden Record creation based on customer-specific rule and strategy
  • Integration with non-SAP systems to bring contacts into SAP Marketing Cloud

THE BENEFITS:

  • Provided the client with a highly scalable marketing solution
  • Highly user-friendly system implementation
  • Easy onboarding and training with easy-to-adopt processes
  • Enabled customer loyalty building process with the help of the Loyalty Management Module

Sapours delivered valuable benefits to ENOC through an integrated consulting, implementation, and support approach, providing significant process improvements and efficiencies across sales, service, and marketing.