SAP Hybris Functional Consultant
Resume:
Satyavrat Rastogi
Saint Francis (Milwaukee), WI *3235 ************@*****.***
SAP Certified C4C/CRM & SD Lead Consultant
Profile
SAP Certified Hybris Cloud for Customer Consultant
SAP Certified CRM 7.0 Consultant.
SAP Certified SD Consultant.
15+ years of industry experience out of which 10+ years of hands on SAP experience with transaction processing in CRM Marketing, Sales, Field Service, In-house Repairs, Customer Interaction Center (CIC), Web UI customizing, Middleware configurations, Hybris Cloud for Sales, Hybris Cloud for Service (C4C) & ECC Order to Cash business process.
Currently working as a SAP CRM/C4C lead in Global rollouts of SAP Customer Relationship Management (CRM), and Sales and Distribution (SD) for client Crestron Electronics.
Worked as a Functional lead in SAP Application Development, Maintenance, and Enhancement projects.
Industry experience includes Automotive, Industrial Equipment, Electronics and Consumer products business.
Presented with the IBM Orion Award – recognizing Eminence & Excellence & has been consistent in receiving a top performing rating.
Good communication skills, interpersonal skills, self-motivated, quick learner, team player.
Recent Relevant Experience:
For past 2 years, involved in customizing and development of Hybris C4C Field service and Field Sales, which can be rapidly integrated with ECC and other non-SAP system for different purposes.
Involved in customizing and development Hybris C4C Field service for Service Contracts, Maintenance Plans, Service Tickets, Resource scheduling and performing of Service at Customer site.
Created Communication system, communication arrangement, and performed Code list mappings in C4C system for replication of master data and transaction data with ECC system, using HCI middleware system
He has successfully led and delivered multiple SAP CRM Service rollouts and enhancement projects. Ran workshops and design sessions on Service Contracts, Service Orders, RMA, Repair Orders & worked seamlessly for configuring and fixing the issues related to downstream ECC processes for Logistics and controlling integration for Service and Sales Business scenario.
He has led the design for automatic picking of Spare parts using Carousel system and could successfully integrate the SAP CRM Application with the VANAS system
He also integrated SAP CRM solution with Customer Portal for providing access to the End customer to get details of the new/in process / closed Service transactions by logging in to their account in Customer portal. Customers could also Accept/Reject an estimate through portal.
He has worked on 3PL integration for shipping of repaired unit and capturing of all relevant information from receipts till completion of Repair which is required for printing shipping docs and needed for taxation purposes
Experienced in leading team of functional and technical consultants for configuring and customizing CRM applications for Marketing, Pre-sales, Field Sales, Field Service and Inhouse Repair Business Processes
He has been a part of CIP, continuous Improvement programs and have improved the CRM system performance, provide fixes to the recurring issues, simplified design to get more results with less user inputs and worked closely with business to understand their pain points
Skill Set
SAP consulting experience includes organizational design, workshops, process design, business development, gap analysis, system development and configuration, systems integration, testing, change management, training and rollouts.
Has experience in leading CRM teams in managing & working with cross-functional and cross-cultural teams at multiple global locations (US, Europe, China and India).
Good in configuring Hybris Cloud for Customer for Field sales and Field Service Business Process and integrating it with ECC for getting master data and sending transaction data for Logistics and Billing purposes
Expertise in configuring Hybris Cloud for Sales for Lead management, Opportunity Management, Quotation and Order Management.
Hands on experience in configuring SAP CRM Service for – Installed Base, Service Contract, Service Order Management, Complaint and Repairs processes.
Well versed in Configuring and Customizing the key core concepts of SAP CRM including Business Partner, Organizational Management, Territory Management, Product Master, Organizational Data Determination, Activity Management, Partner Processing, Action Profile, Transaction Processing and Status Management.
Good functional experience of Middleware in integration of CRM System with R3 backend System and data exchange between SAP R3 and SAP CRM.
Working knowledge of required customizing for various Order to Cash related Document types & Master data in ECC.
Knowledge of Hybris commerce and its integration with Hybris Cloud for Service for Service Ticket processing and Assisted Service module.
In-depth experience in Business Analysis (pre-sales & post-sales consulting) for CRM & Order fulfillment Practice.
Experienced with Sales & Distribution configurations and customizations with Order to cash documents such as Inquiry, Quotation, Standard order, Rush order, Cash order, Item categories, Schedule line categories, Sales Document Flows, Copy controls for sales documents, Partner Processing, Pricing, Consignments, Credit management, Output determination and Billing Processes etc.
Strong working knowledge and understanding of the Software Development Life Cycle (SDLC), creating and delivering use cases, proven knowledge of obtaining business requirements, mapping business scenarios to applications, writing and delivering functional specifications, creating Process flow modeling and creating and conducting training materials
Education:
MBA from Institute of Informatics & Management Science. 2002 - 2004.
BBA from Nice Management College Meerut. 1998 – 2001.
Professional Experience
SAP Functional Lead C4C/CRM, Accrete Solutions. Jan 2014 – till date
Project: R1 & FY-19 Transition-SAP C4C
Role: SAP C4C Lead
Duration: Jan’18 – till date
Run Design workshops, Grooming sessions, walk throughs for requirements in C4C Sales and Service Business Process to accelerate productivity and performance of these teams
Worked on Partner access based on Partner org so that Contacts of Partners having Global presence can get access to the Transactions tied under different Partner ids
Developed Win records to capture closed/won deals, and to be able to search them per industry / customer, and to present the Win records of a particular customer on a facet in the Oppty.
Successfully updated 70% data in the system during FY-19 transition, with virtually no data related errors or defects and minimal system related impact to users
Automated change of Sales Org on Accounts and its open related Transaction, which reduced a lot of manual Data load efforts
Worked with SAP for the issues in the Territory realignment run and performance issues while running Data-loads through DWB
Configured workflows for sending notification on stalled status of Deal Registration
Worked on creating a custom facet which could detail the associated Rep information for Accounts across all Geos, which enabled the users to get Account’s information irrespective of their Sales Org assignment
Enhanced the system for re-stamping of the Sales Org on the Account based on the attributes received from the boundary system
Worked on Setting up of the Registered Product status based on the Status field mapped to the boundary system
Developed the PDI logic to make the user to fill certain fields when the Opportunity status is set to closed/ Won
Developed the MDR job to update the Estimated value of Opptys with change in the foreign exchange rate
Worked on UI changes in layout of Deal Reg and Oppty changes for adding filters in Advanced Search and Search list
Interfaced App Buddy tool for the In-Line edit functionality for updating Opportunities in mass by users in one screen
Project: SAP EMEA Rollout
Role: SAP CRM/C4C Lead
SAP CRM 7.0 and ECC 6.0
Duration: Jul’16 – Dec,17
Crestron CEMEA uses ERP Globe & Extranet to sell products to Customers in CEMEA and process RMA and Repairs. The purpose of this project is to rollout Sales Order processes in SAP ECC and Field Services, RMA & Repair Process in SAP CRM to Crestron CEMEA
Run Scoping sessions, conduct Design workshops & walk throughs for Service Contract, Service Orders, RMA, Repair orders, Repair Confirmations, 3PL interface, Spare parts picking and consumption, Returns and Shipping & other service related business processes.
Create process flows, configure, enhance and maintain application programs supporting SAP CRM Service Order, Complaint & Repair Order Management, for different return, repair & replacement scenarios.
Ran design workshops and customized C4C system for Field Service, Leads and Opportunity in Hybris Cloud for Customer system.
Configured C4C system for determination of Involved Parties, Status, Rules for Assigning Lead, Sales cycle, phases and Sales Assistant for Opportunities
Configured C4C system for creating Service Catalog, SLA Determination based on Ticket priority, routing of Service Ticket on escalation, configuring workflow to send approval tasks
Created Business Roles in C4C system and limited the access of data by Sales Area and restricting certain actions like Releasing document to ERP
Created Email channels for routing Service Tickets to relevant Service teams. Performed Outlook integration. Did integration with external knowledge base to help agents in finding solutions of known problems.
Performed steps in the ECC system to send the initial load of Customer master and Material master from ECC to C4C system using SAP HCI
Performed Customizing in C4C and ECC system for creating of follow-up documents in ECC of Service façade such as Billing request, Goods issue from technicians stock, Advance shipment of spare parts etc.
Worked on Vanas integration with CRM Repair order for automation of spare parts picking from Carousel system
Facilitated Customer Portal with RMA and Repair Transaction search page, providing Repair Estimates and Repair Reports and option to accept/reject/return/scrap the Estimate from Portal
Worked on Data Migration of Open Service Contract, Open and In Process RMA and Repair Orders from legacy system to SAP CRM system
Created Business Roles for Service technicians & limited the access of data by virtue of Sales Area and restricting certain their actions for setting certain user status.
Configured Repair Confirmations for logging in the hours spent & Service Parts consumed. Integrated CRM with ECC for Service costing and inventory tracking to handle material reservation and consumption process in ECC
Configured Service Contracts with One time and Annual Billing, related pricing, Service Contract determinations, outputs and related profiles
Created Key Design documents for analyzing different options for the Business requirement of sending mass emails to relevant Contact persons during different phases of Order to cash & Services processes.
Created Key Design documents for analyzing different options for running Service business process on SAP CRM system or on Extranet system
Configured the Demit memo request, Service Invoice, Repair Deliveries in SAP ECC for Service Contracts and Inhouse Repair Processes
Created Service Org structure for Regional Service teams representing org units and positions for Service Manager, Supervisor, Service Employee groups & Customer Support teams
Project: SAP South East Asia Rollout
Role: SAP CRM Lead
Duration: Dec’15 – Jul’16
Crestron SEA (Singapore, Malaysia, Indonesia, Philippines, Vietnam, Laos, Thailand, Myanmar, Cambodia, and East Timor) uses a legacy system to sell products to Customers in SEA and process RMA’s. The purpose of this project is to rollout Sales Order processes in SAP ECC and RMA Process in SAP CRM to Crestron SEA. The various tasks performed in this project is as below:
Developed RMA outputs for RMA confirmation & other shipping & receiving outputs and labels for SEA sales org and Plant
Did integration with 3PL partner to receiving of the defective unit and shipping of the repaired unit.
Configured CRM system to apply flat charges for Repair depending on the value of the Repaired unit.
Enabled the users to ship out the Repaired unit from RMA document without creating the Repair Order
Worked on assignment of correct warranty on issuing Replacements and performing repairs of out of warranty units
Mapped the process for RMA Discrepancy for incorrect serial number / incorrect product and partial receipts of defective units.
Downloaded the Sales org and Sales office from ECC system and created detailed Customer Support and Service Department Structure in CRM
Hidden the categories and fields in the service transactions that are not relevant for SEA users
Allowed the Replacements on SEA RMA to be done from specific plants in other company codes
Configured scrapping process of Defective unit which is uneconomical to Repair
Created workflow tasks for different business teams for Approvals and reviews at different stages of RMA processing
Turned off automatic Repair order creation on receipts of SEA RMA
Project: SAP Australia Rollout
Role: SAP CRM Lead
Duration: Jul’15 – Nov’15
Currently Crestron uses SAP for handling its Sales Order and RMA processes in USA. Australia uses a manual process to Sell products to Customers in Australia and process RMA’s. The Purpose of this project is to rollout Sales Orders processes in SAP ECC and RMA Process in SAP CRM to Australia and New Zealand
Configured SAP CRM Complaint Management including Return for Credit, Advance Replacement, Loaners, Repair & replacement scenarios
Configured RMA to generate subsequent line for new RMA categories to facilitate Returns, Replacement, Outbound or debit memo lines that can be replicated to ECC system for further logistical purposes
Enhanced system for different Plant & Storage location determination in Outbound & Inbound lines based on Sales org & Material maintained in the transaction
Configured ISTO RMA to move the excess/ defective inventory from Australia Plants and storage location between different company codes and to create
Worked on EDI Integration with 3PL to receive defective units and ship out replacements and repaired units
Created Pricing procedure for Australia Service transactions, downloaded it to CRM and added Australia relevant condition types
Project: SAP CRM upgrade
Role: SAP CRM Lead
Duration: Jan’15 – May’15
Ensure smooth data flow of Transaction data, Master data, Condition data & customizing data in between ECC to CRM. Resolve the Bdoc failure issues & do Root cause analysis to prevent further Bdoc failures
Configured Repair Order for Return to Stock & Customer Owned Material. Mapped the system with different scenarios for scrapping & uneconomical to repair logic
Developed Repair Estimate & reminders forms based on the Parts & Service Hours. Configured the system to send automatic reminder emails. Developed Service forms to be used by Service technicians
Configuration of Condition Types, Condition Tables and Access Sequences, Maintaining and Determining Pricing Procedure, Creation of Condition Records related to RMA & repairs & downloading them from ECC to CRM
Worked with SAP for different Product issues that came across during CRM Upgrade
Created required Organization structure as per the requirement of new Sales Org. Downloaded the new org units from SAP ECC to SAP CRM & assigned them with the correct attributes.
Developed system to determine correct Sales Org, Sales Office & Service Organization in different CRM Service transaction as required by Business
Configured Account Identification profile for Interaction Center Agent Business Role. Made configurations to improve the Identification time. Reconfigured the IC agent page with the desired links and navigation
Enhanced the CRM system by enabling the new UI features as delivered by upgraded version of SAP
Package Solution Consultant – SAP CRM, IBM India Pvt. Ltd. Work location: Milwaukee, WI
Jan 2014 – Dec 2014
Responsible for giving solutions for IBM U.S Client – Rockwell Automation for CRM & downstream SD business processes.
SAP CRM On-site team lead for Rockwell Automation, Milwaukee, WI
Jan 2014 to Dec, 2014
Participate in business discussions and meetings for gathering and reviewing business requirements, creating functional specification documents, and assisting the technical team in the creation of technical specification documents.
Working on different process like Incident Management, Change Management, Problem Management & Process improvement for the CRM team
To monitor the Middleware queues in ECC & CRM systems & processing the blocked queues. Looking for the BDocs in error and analyzing & rectifying the cause. To ensure that both systems are in sync with each other
To look for the Open incidents in the CRM Queue using HP service manager. Prioritize the work as per Business requirement. Reproduce the issue in non-prod environment & analyze the root cause of the problem.
To deal with the issues related to reconfiguring of Business Roles by customizing the Nav Bar Profile or by enhancing the view of a page with new fields. With consent of Business the settings of the different Role Config key is modified to match the user’s requirements.
Ensure successful replication of Business Partner Master Data, Product Master Data & Customizing data between ECC & CRM. Work with appropriate data teams to get the transactional issues resolved.
Cater to the requirements of the Rockwell Business team & facilitate the required modification in the configuration of SAP CRM system. Check the changes done in non-prod environment. If changes are successful the test sets & Test plans are created in HP Quality Centre. CCR (Change Control Request) is created and presented for Business & Technical reviews. Once approved the changes are driven from Development to Quality & finally to Production environments.
Attend meetings with Change Control Board & present the CCR (Change Control Requests) in process. Update the respective teams with the status of current critical & prioritized tickets in hand.
To monitor the running SAP & Non-SAP Jobs related to M2Q & OM process. Look up the reasons of Job failure in Ctrl M (Client specific tool) & in SAP systems. Analyze the error & work to get the next run as successful.
To work on component workbench for the issues related to CRM Web UI. Reconfiguring the pages & provide the users with the desired links in their business roles & enhancing view with more fields.
Customize Organization Determination Procedure, Action Profiles and Partner Determination Procedure for different Transaction types for automatic data processing.
Package Solution Consultant – SAP CRM, IBM India Pvt. Ltd. Work location: Gurgaon, India
Feb 2012 – Jan 2014
SAP CRM Offshore Team Lead, Rockwell Automation, Gurgaon, India
Apr 2013 to Jan 2014
Involved to drive the Team in prompt resolution of User / system generated incidents/alerts.
Worked to get multiple standard product error resolved during SAP Upgrade project with the implementation of SAP notes.
Taken care of the requirements of the Rockwell Business team & facilitated the required modification in the configuration of any Customizing data related to any new or existing transaction type.
Customized Product hierarchies, Categories, Created Attributes, Set types, Assigned Attributes to set types further assigned set types to Categories.
To confirm that all enhancements are properly tested in non-prod environments so that they perform successfully in production environment.
Work closely with client business users to provide appropriate functional solutions and continually identify better ways of performing tasks, process designs and execution.
Created Questionnaire for CRM transactions as per business requirement & maintained its configuration for its determination in the transaction
Worked on reducing the number of ticket inflow by identifying the recurring issues and providing a permanent fix.
Devised a solution for finding the invalid address number tied to partners in CRM transactions that were causing failure of middleware queues.
Worked on setting up action profiles for setting different status in CRM Quotes when different scenarios are met.
Removed inconsistency in between the Contact person tables of ECC & CRM that were causing issues in flow of transactions.
Worked to get a new activity created once certain criteria are fulfilled in Opportunity & the employee responsible is emailed with the relevant data of the transaction.
SAP CRM & SD Functional consultant, Rockwell Automation, Gurgaon, India
Feb 2012 – March 2013
Resolving Operational issues to get the transaction data in sync, arising due to nonperformance of a job or incorrect master data. The different transactions in the scope are Leads, Opportunities, Quotation, Order, and Delivery & Billing Document.
Extended the logic of certain partner functions in the transaction to determine the employee based on the Business Unit, Sales org & sales office of the Transaction.
Set the re-determination of Sales related partner function in the Transaction caused by a change in assignment of employees in the territories related to the Main partner of the transaction.
Developed the functionality for transactions to give error for different items when User enters manual price less than the minimum price decided in another condition type.
Configured status profile for refraining users to revert back to a previous status & assigning authorization keys so that only privileged users can set a particular status.
Worked with the team to get an interface program created which could mass create new Opportunity & update the existing ones using excel file upload functionality.
Developed fact sheet for Account Hierarchy to show the Open Opportunity, Open Activities, Closed Activities & Open Service tickets for Accounts at different nodes.
SAP CRM Functional Consultant, Astrol Info Technologies, Noida, India
Sep 2007 to Jan 2012
Worked as a functional consultant & was involved in various tasks for their customers such as MIC electronics & Coats India. The different areas worked are as detailed below:
Base Customization & Sales:
Creation of Business Partner Role, & creation & assignment of business partner number ranges & grouping. Copying of Organizational data from ECC to CRM
Customized sales transactions (Sales, opportunity, quotation and leads), defined item category, defined copy control for transaction type; define coping control for item category.
Marketing
Configured Campaign types, Objectives & tactics
Created personalized email forms for campaigns by maintaining scenarios for mail forms.
Configured system to create Business Partners using External list Management.
Web UI:
Web UI Configuration defined: Business roles, Navigation bar profile, Logical link and work centers. Reconfigured the Component view to change Field Labels & length.
Configured transaction launcher to call any GUI transaction.
CRM Service:
Worked on issues related to a service contract, service Order & Service confirmation and creation of related debit memo in ECC.
Customizing Service Transaction, Item category, Transaction type & Date management. Creating follow up transaction of Service Quotation to Service order by Copying Control.
Sales & Distribution:
Basic support of Sales activities related to the sales order processing, delivery and billing.
Customization of Documents: Sales (Inquiry, Quotation, Standard Sales Order, cash sales, rush order, credit memo request, debit memo request, consignments), Delivery etc.
Created Condition types, Condition tables, Access sequences, Pricing Procedure, pricing procedure determination. Created new accounts key and Revenue account determination.
Manager Marketing & Sales, AHF (P) Ltd. Meerut, India
May 2001 to Aug 2007
The association with this Integrated Home Textile Company allowed me to experience all vertices of management & gave me the insight of different business process starting from sourcing of raw material for conversion to finished goods & its subsequent sales & marketing activities.
Worked in different capacities in the Sales vertical of this manufacturing industry & was Business contact for development of their self-developed ERP software for Sales & Marketing.
Was responsible for managing speedy resolution of Incidents for operational issues in ERP system. Documented all processes to guide Business users with the standard way of completing any task. Had worked on refining of IT applications of Sales and marketing that led to better productivity of users and gave actionable insights.
References
Available upon request
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