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is it possible implement only interaction center in SAP CRM for a new client?

Dear Experts

My client is first time going for CRM implementation. According their business requirements, only SAP CRM Marketing,CRM Interaction channel & SAP contact center(BCM) is enough to be in place.

if in case if we are going to configure only Interaction channel module +BCM, is it possible get the benefits out of the functionalities of the interaction center? to make it success, what are the other part of the CRM master/transaction data need to be available in CRM?

If in case if we are going to configure only Marketing module, is it possible get the benefits out of the functionalities of the Marketing module? to make it success, what are the other part of the CRM master/transaction data need to be available in CRM?

Regards

Chand

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2 Answers

  • Best Answer
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    Former Member
    Dec 20, 2017 at 10:11 AM

    Mr Chand,

    The elements of CRM are integrated and interlinked both within and outside the environment and hence though they may be worked out in isolation still there may be some issues cropping up in future.

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  • Dec 22, 2017 at 04:27 AM

    Hi,

    As far as I understand, you want to use Interaction Center in the Marketing Environment. Here I recommend to read the SAP Best Practices Scope item Interaction Center Marketing (C81) which helps to understand the solution and how to set it up in your company.

    Best Regards,

    Sigrid

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    • Hi Sigrid

      Not just for Marketing. Entire customer service is going to be depend on Interaction center and Contact Center(BCM).

      The main point here is Marketing and Interaction center only will be used by Client but CRM Sales area is going to be replaced by some other sales system XXX.

      Here my worry is, if I implement only Marketing & IC without implementing CRM Sales, will the functionalities of Marketing & IC works properly ?

      What would be major dependency between Sales area and Marketing ?

      What would be major dependency between Sales area and Interaction center ?

      For safer side, I am planning to do relevant base customization of SAP CRM Sales and replicate the transnational data from some other Sales system XXX to SAP CRM Sales transactions. I need your opinion.

      Regards

      Chand