Project Description: CRM 3 to 5 upgrade
Role: SAP CRM Junior Consultant
Responsibilities/Deliverables
* Engen Petroleum is a South African oil and gas company. Until 1990, it was part of Mobil Oil. In
1993, it changed the brand name into Engen. The company is present in over 20 countries and
export products to over 30 more countries, mostly in Africa and the Indian Ocean Islands.
* Engen has a refinery situated in Durban that has a nameplate capacity of 135,000 barrels per day
and operates approximately 1,500 service stations across sub-Saharan Africa and Indian Ocean
Islands. Engen operates its own transport fleet with approximately 180 bulk fuel tankers.
* Today, Engen Petroleum is active in South Africa, Botswana, Namibia, Zimbabwe, Mozambique, Kenya,
Ghana, Gabon, Tanzania, Rwanda, Burundi, Zambia, Malawi, Lesotho, Swaziland, Mauritius, Reunion
and Congo-Kinshasa.
* My key role as a junior consultant was to configure both service ticket and telesales
functionality according to design, writing functional specifications, conduct unit testing,
conduct integration testing, conduct regression testing, conduct UAT, execute cut-over
activities and provide support after go-live.
Configuration Area
* Customer Interaction Centre
* Organizational structure
* Date profile
* Partner determination procedure
* Status profiles
* Interaction record
* Business activities
* Service request
* Multilevel categorization
* Navigation bar profiles
* Service profiles
* Action profile
* SLA determination procedure
* Transaction types
* Agent inbox
* Inbox profiles
* Email profiles
* IC business roles
* Account identification profiles
* Standard response profile