Market leader Kraft Foods Germany counts on its partnership with Sycor for its CRM redesign.
"Helping people around the world eat and live better." That is the vision of Kraft Foods Inc., the world's second-largest food maker. In the context of a global harmonization of customer processing procedures, Sycor successfully supported the introduction of Siebel eConsumer Goods in the German market. Kraft Foods has been "Mondelez Deutschland GmbH" since 2013.
The parallel implementation of several new systems was a project challenge on the technical side, while the far-reaching changes to business processes were a challenge on the business side. "With excellent qualifications and the high level of professionalism exhibited by its employees, Sycor mbs was a key to the success of the overall program." (Rolf Schnieders, Head of Sales Retail Training KraftFoods Germany). Kraft Foods relied on Sycor's change management know-how for establishing the new processes. All target groups were continuously informed about the business changes and their background through various channels. Self-learning sequences for preparation and follow-up accompanied face-to-face training in a blended learning approach. More than 250 users were trained in total by a team of 12 trainers. Participants proved their process and system know-how with a final knowledge test.
A motivated and cooperative project atmosphere meant there were no conflicts. The "everything from one source" approach resulted in streamlined and efficient project structures. Thus the rollout phase was limited to a very short 14 days. Sycor carried out the interfaces for more than 50 Excel forms in the course of adapting Siebel eConsumer Goods as the new CRM software. Further tasks handled by Sycor included detailed test support for quality assurance and providing assistance with administration and support.
"Flexible, fast, competent, quality! That is what Sycor stands for as a service provider when it comes to implementing CRM projects. A reliable partner that responded to our wishes extremely well."
Elisabeth Altenkamp, Manager Sales Process Engineering, Kraft Foods