Mira Showers has gone live with a £1m MySAP customer relationship management system. The implementation brings...
together Mira's front-office, service and warehouse systems.
Linking to the bathroom specialist's back-of-house SAP R/3 logistics and sales system, the MySAP software was integrated in a live environment without taking existing systems offline. Mira worked with Diagonal Consulting on the project.
Prior to the roll-out Mira undertook a data migration exercise, transferring 1.25 million consumer records, 900,000 installed product records and 1.3 million historical records. The company said it was an "enormous procedure" in which staff were closely involved.
The move to MySAP is in line with the SAP strategy of Mira's US parent company Kohler. The infrastructure replaces a 10-year-old system developed in-house running on an IBM AS400. Mira said the old system was not scalable and was limited to supporting front-office service data.
The legacy system limited staff to logging customer queries and problem-solving - even shipping spare parts required a separate process, the company said.
Mira said the move to MySAP was the first phase of a long-term CRM programme designed to improve functionality and create a fully integrated system.
In the next phase, Mira's field engineers will be linked via mobile devices, enabling them to receive and report on call-outs while on the road.
Mira said MySAP had already resulted in time savings for staff, allowing them to serve customers more efficiently. One immediate benefit highlighted by the firm was that service staff and warehouse staff can now track the availability and location of spare parts in relation to customers.