SAP CRM 2007

A Public Sector Company’s Upgrade Journey: Standards and Requirements

  • by Jerine Rosato, Program Manager and Manager of CRM, San Diego Unified Port District
  • April 15, 2008
In this update on the Port of San Diego’s SAP CRM upgrade, find out how the team sought buy-in from key decision makers and developed a new direction for its upgrade.
Key Concept

Solution Database in SAP CRM 2007 stores common problems and solutions. The system indexes the information by using Search and Classification (TREX). Agents use it to access answers to common problems and supply customers with the necessary responses. You can also use the reporting functionality within Solution Database to assess which problem and solution pairs agents access frequently.

Several months ago my team had planned to be on the realization phase of our project. Our time line has changed a bit now to allow for some new discoveries we uncovered during the investigation phase. In the course of determining how to approach our SAP CRM upgrade project, we realized that we still needed to get a better understanding of how to obtain executive and organizational buy-in for the project.

All the investigations and demonstrations we previously conducted only gave us part of the story. In this update, see how we are confirming executive support for the project, as well as trying to best address the requirements of the organization. Then find out the process we developed to ensure that the user community understood the reasons for the upgrade so that it would embrace and use the new system.

Jerine Rosato

Jerine Rosato has worked for the Port since 2001 and is responsible for the continued development and operations of the Port’s CRM program. She also works closely with the ongoing development and implementation of the Port’s COMPASS strategic plan, as well as the development of new strategic programs for the Port. Prior to her work at the Port, Jerine was involved in developing start-up organizations for more than 20 years, including experience in research and development, strategic planning, process engineering/re-engineering, and technical writing. Jerine has published two articles on the strategic planning process for trade publications and presented to many organizations on CRM in the public sector. Jerine holds a bachelor of science degree in organizational behavior.

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