upgrade to international standards. - ec4u · 2016-01-28 · during their migration to the new...

TEXTILE SERVICE PROVIDER ON A GROWTH PATHMEWA Textil-Service AG & Co. Management OHG offers companies a complete line of industrial textiles. Their services include among others the delivery, cleaning and replacement of work apparel and protective clothing. MEWA has over 35 locations throughout Europe and is the trusted partner for over 100,000 business customers in the areas of manufacturing, industrial production, trade, commerce, and the hotel, catering and health care industries. With over 4,000 employees and a turnover of 340 million Euros in 2005, MEWA belongs to the leading service providers in its field.

COMPLEX CRM-SYSTEM FOR SOPHISTICATED CUSTOMER SERVICEIn punkto Kundenservice und -zufriedenheit In terms of customer service and satisfaction MEWA set the stage for the future in 2001 by having implemented a multi-lingual electronic service channel. Siebel’s Call Center application Since then all customer and contact data could be centrally managed and marketing campaigns be executed using the Siebel Call Center application. Service management was conducted over SAP’s Enterprise Portal. The insufficient performance of the Siebel combined with MEWA’s consequent growth strategy resulted in the decision for an upgrade to the latest Siebel release version 7.8. The challenges of the project resulted mainly from the following requirements:

Upgrade from Siebel 7.0 to Siebel 7.8Upgrade the Oracle database from version 8.1.7.4 to Version 10gMigration of the Siebel database character set to the Unicode standardRetention of the interface functionality with SAP R/3 and SAP Enterprise Portal

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SUCCESS FACTOR UNICODEThe Unicode conversion permits a standard representation of almost all characters. To MEWA this feature was an important foundation for rollouts in eastern Europe and for cross-border business processes. The major obstacle to resolve in converting the Siebel application to the Unicode standard was to maintain the data integrity of the interface to SAP (non-Unicode). Based on the Siebel Connector for SAP R/3, ec4u ensured that all data would be correctly stored and displayed in both systems, even though the character sets of the different databases were incompatible.

OVERCOMING CHALLENGES TOGETHERThe team from ec4u expert consulting ag accompanied MEWA through all project phases, from the analysis to the successful Go-Live. Within six months, all functional and technical requirements were delivered on time and in budget.Better performance, greater availability, and easier administration demonstrate the core success of the new system. The migration also resulted in a distinctly higher acceptance of the solution by administrators and employees.

“With ec4u’s help, we were able to bring our CRM system up-to-date and achieve significant improvements. Crucial to the project’s success was the high level of competence and the professionalism of the ec4u team.“

Helmut Will, IT- Leader, MEWA, Textil-Ser-vice AG & Co. Management OHG

CustomerMEWA Textil-Service AG & CO. Management OHG

IndustryTextile Service Provider

Initial SituationInadequate system performance

CRM landscape did not support

growth strategy

Role of ec4uUpgrade from Siebel 7.0 to

Siebel 7.8

Conversion of character set to

the Unicode standard

Retention of integrity to SAP

BenefitsBetter performance

Greater availability

Easier administration

Higher acceptance by

administrators and employees

TechnologiesSiebel Call Center

SAP Enterprise Portal

SAP R/3

Database: Oracle

Operating System: Windows

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During their migration to the new Siebel version 7.8 MEWA took advantage of the professional know how of ec4u expert consulting ag. The successful implementation now provides for the smooth interaction of all CRM platform components while guaranteeing a future-proof application.

Upgrade to International Standards.

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