The client is a multinational pharmaceutical corporation and is one of the largest pharmaceutical companies in the world.
Infosys is helping the client with their SAP Customer Data Cloud (CDC) implementation and rollout of the template solution. SAP CDC, a software-as-a-service (SaaS) solution available on the cloud platform.
Key Challenges
- Aggregation of consent and preferences of customers that are scattered across different applications and systems
- Real-time integration with the consents captured from Salesforce and implementation of the business transformation rules
- Collation of scattered consents and migration to the SAP Customer Data Cloud
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The Solution
Infosys helped the client with SAP CDC implementation and rollout of the template solution, part of Infosys Cobalt, to various countries globally. SAP CDC is SaaS offering available on a cloud platform.
The intent of the program is to create a unified customer profile base to provide a seamless identity and user authentication experience. The solution had to comply with new data privacy and security legislation like GDPR and CCPA.
SAP Customer Data Cloud is the single source of truth for customer consent, preferences, and identity. SAP CDC is a centralized platform that collects and controls against defined business rules (DPO policies) as well as stores and pushes information to consuming systems about consent and preferences provided by customers.
This solution helped client in adoption of data privacy and security legislation aspects. The approach of the engagement is to put in place a global template that can help in the rollout to other countries. This approach was driven by the cost and timeframe of the project and focused on minimizing disruption to the business.
The Drupal portal was integrated with SAP Customer Data Cloud to provide a self-service mechanism to customers for profile, consent, and preferences.
SAP Customer Data Cloud implemented with a Drupal platform-based portal integration to provide self-service mechanism to customers for consent and preferences. Integrated SAP CDC with Salesforce CRM through SAP CPI to capture the consents in real time.
- The scope included customer identity and access management along with enterprise consent and preference management
- Drupal self-service portal was integrated with Customer Data Cloud
- Customer Data Cloud was integrated with Salesforce CRM via SAP CPI for real-time synchronization
- Flexibility in adaptability and extendibility to new entities helped quick delivery of a similar solution to additional entities
- Transparent and robust governance structure implemented with effective stakeholder management
- Assessed impact of missed scope (during initial scoping due to misalignment between the business and IT), delivered additional critical objects, and helped the business build confidence in the new solution. Dynamic changes in the requirements were absorbed with minimal impact on project timelines.
- Implemented using agile methodology to coordinate solution delivery with business availability
Benefits
SAP Customer Data Cloud is the single true source of customer consent and preferences
Analytics and marketing systems have access to a single view of Customer Data Cloud to identify user consents and preferences to plan personalized events and campaigns
Customer profile provides seamless identity and user authentication
The solution complies with new data privacy and security legislation such as GDPR. The solution helped client in adoption of data privacy and security legislation aspects
