SAP CRM 2007 Helps Crestron Electronics Improve the Efficiency of Its Customer Returns Process

  • by Andrew Ho, Director of Business Projects at Crestron Electronics, Inc.
  • Doug Hurley, Managing Director, BearingPoint's Commercial Services practice
  • March 27, 2009
Whether you are using an earlier version of SAP CRM or another legacy CRM system, conducting an upgrade to SAP CRM 2007 requires thorough planning. Find out how Crestron Electronics moved from a three-system service landscape (without any integration among systems) to a more efficient SAP ERP and SAP CRM service landscape. Review the six-phase roadmap and see how Crestron’s customer returns processes changed by incorporating SAP CRM 2007.

Crestron Electronics, Inc. is the world’s leading manufacturer of advanced control and automation systems, offering integrated solutions to control audio, video, computer, and environmental systems. Crestron sells its products to an extensive dealer network that then resells the products to end users. With more than 70 offices worldwide, Crestron has annual revenues of approximately $400 million.

In 2005, Crestron developed the business projects department to support its continuing transformation from a small mom-and-pop company to a mid-sized corporation. This department combines IT and business knowledge and is responsible for all SAP-based project work.

The business projects department recently undertook a project to update the return material authorization (RMA) process, a core component of Crestron’s business. Crestron selected SAP CRM 2007 to be the new RMA system because it would integrate seamlessly with the company’s existing SAP ERP 6.0 implementation and because it was the latest version of SAP CRM at the time.

Andrew Ho

Andrew Ho is the director of business projects at Crestron Electronics, Inc. He is responsible for all projects related to improving Crestron’s current operations through process-driven and IT change, including all SAP-related work. Andrew joined Crestron in December 2005 after more than 10 years of IT consulting at American Management Systems, Inc., and, most recently, Deloitte Consulting LLP.

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Doug Hurley

Doug Hurley is a managing director in BearingPoint's Commercial Services practice responsible for the SAP CRM and leads the SAP Solutions Innovation Group. Having more than 13 years of experience delivering management and technology solutions for clients' SAP ERP and SAP CRM business needs, he holds responsibility for SAP and SAP CRM account engagements, assessments, and upgrades. Doug serves as Crestron’s engagement managing director with overall responsibility for supporting its roadmap prioritization and sequencing efforts, SAP ERP upgrade, and SAP CRM 2007 rollout. Doug brings valued experience from several mid-market and large enterprise customers, managing the constant challenge of balancing business enablement and IT delivery expectations.

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