About the Customer
ARM Holdings Plc is a British multinational firm specializing in the design of semiconductors and various software. Headquartered in Cambridge, UK, ARM Holdings mainly focusses on the design of ARM processors and CPU’s. They also operate under a number of other brands, such as DS-5, Real View and Keli, designing software development tools, systems, platforms, a revolutionary system-on-a-chip (SoC) infrastructure and accompanying the software.
Scope and Challenges
ARM had been using an Oracle CRM OnDemand system to support their pre-signature sales processes and customer engagement activity. Due to their rapid growth, this became an unmanageable system, which was disconnected and replaced with manual processing.
Primarily, the new manually processed data was not standardized and consistent between the businesses SAP systems the company already operated in such as SAP Ariba, SAP Concur and SAP SuccessFactors Employee Central and the old CRM system, leading to constant duplication errors. Because it was a manual process, users were reluctant to maintain data, leading to outdated or incorrect data being used through the business.
Outcome and Implications
After successful implementation of SAP S/4 HANA Arm decided to replace their aging Oracle CRM OnDemand CRM system with Microsoft Dynamics CRM. In this process, Arm partnered with Invenio for the implementation. Invenio managed a seamless integration of processing, from the creation of customer rights through to delivery of products, utilizing all available features of Dynamics CRM. Overall, Invenio built over 30 custom interfaces for the transition and continued operation of the 2 systems, and the final integration was completed using SAP Process Orchestration and proxy calls.
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