Case Study: How SWIFT Identified and Overcame the Fundamental Challenges of SAP CRM User Adoption

  • by SAPexperts Staff
  • June 1, 2012
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In this video presentation taken from Travis Dobias’s (SWIFT) CRM 2009 session, get a first-hand view of how SWIFT, a global provider of secure financial messaging services, successfully upgraded to SAP CRM 2007 (from SAP CRM 2005) and improved user adoption and overall use of the application.

  • See how SWIFT tackled the change management curve by delivering a strategic CRM vision with consistent support and involvement from top-level management.
  • Learn why SWIFT phased its SAP CRM rollout, how this resulted in increased user adoption, and how you can use examples of their project phasing at your organization.
  • Understand the value and basic principles behind operant conditioning, including hard and soft reinforcement techniques, and how SWIFT used them during its implementation.
  • Find out how SWIFT established a user adoption dashboard as a key management tool to monitor and improve user adoption, and how it can be used to define metrics and set meaningful targets.
[This video is part of the SAPinsider Seminars-on-Demand video series. For more information about this video and our other informative video offerings, please visit the website.]

SAPexperts Staff

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