Integrating Electrolux’s After Sales Data into SAP C4C

Electrolux, a global leader in home and electrical appliances, aimed to enhance its customer service and operational efficiency by integrating after-sales data into its SAP Customer Cloud (C4C) system.
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What was the goal?

The project's primary goal was to consolidate after-sales information from different markets, with a specific focus on the Italian market, to provide a unified view of service orders and active contracts.


Data Assessment and Planning:

MMIT's initial step involved a thorough examination of Electrolux’s existing data framework, with a particular focus on the after-sales data pertaining to the Italian market. This critical evaluation aimed to discern the specific needs and challenges associated with integrating this data into the SAP C4C system, ensuring a tailored strategy that would meet Electrolux’s precise requirements.

Source Data Identification:

Identifying the primary data sources was essential for a successful integration. MMIT pinpointed two key sources of after-sales data for Italy: the ASAP system, housing service orders, and the Omniadoc data, comprising active contracts. Recognizing these sources allowed for a targeted approach in preparing the data for its new environment within SAP C4C.

Data Processing and Cleansing:

With the data sources defined, MMIT applied sophisticated data processing techniques to cleanse and standardize the after-sales data. This phase was crucial for ensuring the data's accuracy and making it compatible with the SAP C4C system’s requirements. The meticulous preparation of the data laid a solid foundation for its integration, addressing any discrepancies or inaccuracies that could hinder system performance.

Integration and Testing:

The prepared after-sales data was then seamlessly integrated into the SAP C4C system. This step was not the culmination but a pivotal milestone in the process, followed by extensive testing to verify the data's integrity and the system's functionality. Rigorous testing ensured that the integrated data would reliably support Electrolux's after-sales activities, providing a robust platform for enhanced customer service and operational efficiency


The partnership between Electrolux and MMIT led to a successful integration of after-sales data into the SAP C4C system, with notable outcomes:

  1. Enhanced Data Visibility: Electrolux achieved a consolidated view of after-sales activities for the Italian market, enabling more efficient tracking of service orders and contract management.
  2. Improved Customer Service: With integrated after-sales data, Electrolux could offer more responsive and personalized customer service, significantly enhancing customer satisfaction.
  3. Operational Efficiency: The streamlined data processes reduced manual data handling and errors, increasing operational efficiency across Electrolux’s after-sales services.
  4. Data-Driven Decision Making: The integration provided Electrolux with valuable insights into after-sales trends and performance, supporting informed decision-making and strategic planning.

Summing up

MMIT's expertise in data integration and quality assurance played a crucial role in transforming Electrolux’s after-sales service data management. This case highlights MMIT's ability to navigate complex data challenges and deliver tailored solutions that drive operational excellence and customer satisfaction. Electrolux’s successful integration of after-sales data into SAP C4C sets a benchmark for leveraging data to enhance service offerings and business outcomes.

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