SAP CRM as central backend system for service and loyalty

Gebr. Heinemann SE & Co. KG

Project goals

  • Replacement of the Microsoft Dynamics solution

  • Provision of service processes for customer service
  • Development of loyalty management for the “Heinemann & ME” program

  • Setup of a central coupon instance for the POS and webshop channels

Project focus

  • Collection and consolidation of requirements

  • Conception of the solution based on SAP CRM
  • Migration of legacy data

  • Support and procedural and conceptual advice for the business departments
  • Consulting for the overall architecture and for the construction and design of the future architecture

  • Integration into the existing system network

Our customer

  • Gebr. Heinemann is the only family-owned company among the global players in the travel retail sector
  • 320 shops, brand boutiques and concept shops at a total of 77 airports in 28 countries
  • Customer areas: such as airports, airlines, cruise ships, ...
  • 85 subsidiaries and holdings in 37 countries
  • about 6.000 employees
  • Turnover of EUR 3.8 billion (2016)