From Siebel to SAP CRM: How Dow Corning Switched in 10 Months

  • by William R. Pritchett, Senior Business Process Engineer, Dow Corning Corporation
  • July 15, 2007
Take a look at the process Dow Corning used to migrate from its Siebel CRM system to SAP CRM 2005. Learn what you need to be aware of during the process, particularly during data migration, and see how Dow Corning used online training to handle change management issues.

Dow Corning Corporation is a leader in silicon-based technology and innovation. With annual sales exceeding $4 billion, the company offers more than 7,000 products and services to meet the needs of more than 25,000 customers globally.

In 2005, we standardized on SAP NetWeaver as our CRM technology platform. As part of this approach, we switched from using Siebel 7.5.3 to SAP CRM 2005 to support our global CRM processes — in 10 months. Our experienced Basis team built the hardware infrastructure and installed the CRM software. The implementation team included five Dow Corning resources, including business process experts, a project leader, and additional personnel who performed configuration and testing. We also used an outside integrator, who provided on-site expertise in SAP CRM configuration, ABAP program development, People-Centric User Interface (PCUI) configuration, and SAP NetWeaver Exchange Infrastructure (XI). Additional contracted resources supplemented the on-site team throughout the project.

Let me share with you some tips and tricks we learned during our SAP CRM 2005 implementation. I’ll provide a brief history of CRM processes at Dow Corning to give you a better understanding of how we use our CRM system. Then I’ll explain how we approached the SAP CRM implementation.

William R. Pritchett

William (Bill) Pritchett has more than 25 years of IT industry experience and has worked at Dow Corning Corporation for the past 16 years. Over the past eight years he has focused on the company’s CRM systems and processes. His current responsibilities include expanding the capabilities of Dow Corning’s SAP CRM 7.0 system.

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