Support for deployment of an SAP module for POS sales management
Sector of activity
A major player in Europe's retail sector
Project background
As part of the digital transformation of the company's business processes and IT, one strategic project is NOE, the replacement of Mercalys (in-house sales management software) by SAP modules. The PDV Support Department is responsible for handling incidents once the project has been completed and during the roll-out of the solution, scheduled to last 18 months.
Objectives and requirements :
- Ensure POS hardware and software prerequisites before migration to SAP
- Provide POS with specialized SAP transitional support to handle hypercare (expert supervision) for migrated POS.
Our approach
To support the deployment of SAP POS modules:
- Project management, deployment management and monitoring, organization and implementation of the run.
- Set up monitoring reports, training scripts and monitoring schedules.
- Creation of a temporary, specialized after-sales buffer unit to avoid disrupting the day-to-day running of the support department.
- Helping project teams to express their needs in terms of the missions and resources required to support PDV.
- Coordination of deployment schedule with DOSI teams and other POS hardware/software deployments to avoid overlapping parallel tool installations
- Change and Communication: Update/creation of scripts for online after-sales service via articles, videos, REX, satisfaction questionnaires.
Our results
- Audit of project governance, bodies and players
- Smooth handling of POS incidents between project and transitional after-sales service
- Clear support and escalation chain for support teams
- Co-construction of answers for POS and intermediate supports with SAP teams and integrator