Enexis network management faced a major challenge: transitioning from the existing CRM system to the latest version of SAP Sales & Service Cloud (V2). The expectation was that this would not be a simple implementation, as knowledge about this new version was limited, both within Enexis Network Management and external parties. To support the migration, Enexis enlisted the help of Acorel.

A close-knit team

Acorel has been and continues to work closely with both teams within Enexis to implement SAP Sales & Service Cloud V2. Since the product was still in an early adopter phase, there was little knowledge available about this new SAP version. The joint team discovered step by step how the system could be best configured.

According to Leonie Balkema, Product Owner Service Module at Enexis Network Management, and Joost Blok, System Architect at Enexis Network Management, the collaboration with Acorel has been valuable from the start. "The consultants from Acorel didn't feel like an external party, but truly became part of our team," says Leonie. "They understand where we want to go as an organization and work towards our goals, making the collaboration enjoyable."

Smooth phased implementation

The transition to the new CRM system is taking place in phases and is being carried out using an Agile approach. "We started with departments that work relatively compactly to establish a strong foundation. Since the end of February, Customer Service has also been using the new CRM system. In the coming period, the remaining departments will follow, and we can decommission the current CRM system," says Leonie. This phased approach allowed Enexis to test and fine-tune the system in practice before rolling it out broadly. This minimizes risks and ensures a smooth implementation.

Challenges and benefits of being an early adopter

As one of the first organizations in the Netherlands to implement SAP Sales & Service Cloud V2, Enexis Network Management benefits from influencing the further development of the system. "SAP listens to our requests and adjusts the software where possible based on our feedback," explains Joost. "That is an advantage, but it also means that some aspects are not fully set up and require additional time."

And if SAP doesn't have a solution for something? Then we, as a team, think in possibilities. Consider, for example, integrating an external system into V2, so users no longer have to work with multiple systems.

Future: further development and innovation

Now that the foundation is in place, Enexis Network Management can focus on the next step: further development. Integration with Enexis' telephony platform, for example, is on the agenda. "We will have a robust CRM system ready for the future," says Joost. "This will allow us to further enhance customer experience, for instance, by adding AI functionalities."

The collaboration with Acorel will continue to play a significant role in this. Leonie: "It's nice to work with a partner who not only understands the technology but also actively thinks about how we as an organization can maximize the system's potential. That's why we will continue to collaborate on further development for the time being."