WKS 5 - CRM Integration: Part 2

Workshop on 12 May 2025 to continue the discussion about CRM integration

Participants

Goal

This workshop will help to understand the data exchange between the CRM and the CPQ and to define the mapping of data into and out of the CPQ. Given that CRM integration will only happen in the future, goal here is to understand C4C CRM data structure and potential for future integration.

Workshop materials

Topic	Document	Comment
CPQ - CRM C4C integration	Valio CPQ integration chart
CPQ system illustration

Main results

System Data Integration Strategy

• Goal is to understand C4C CRM data structure and integration potential with CPQ

• Need to discuss data synchronization between CPQ and CRM systems

• CPQ account fields include title, creator, region, status, external ID, owner, and industry

• ERP system serves as master data source for account information in C4C

• C4C maintains contact and opportunity data while ERP manages core account details

• ERP customer number can be used to connect accounts across different systems

• Need to map account levels between SAP ERP and C4C systems for accurate customer data integration

• Project will start without C4C but plan future system connection strategies

• Plan to implement data in Zilliant CRM (part of CPQ) first, then integrate with C4C when ready

Customer and Sales Process Mapping

• Key focus: Clarify customer data details used during quote creation process

• Identify how to populate missing parent customer information like address and contact details

• Ideal process: Sales create prospects in CRM, then convert to SAP customer accounts

• Future prospect sources include website form fill-outs, which will directly create prospects in C4C

• Plan to synchronize quote status with opportunity status between CPQ and C4C

• Sales goals include acquiring new customers and expanding existing customer relationships

• Four distinct sales cycles used: prospects, contract renewals, public sector, and customer expansion

• Sales team separates leads and opportunities, creating prospects for potential new customers

• Quoting process fundamentally similar across different customer segments and opportunity types

• Proposed workflow: Create amendment → generate quote → create opportunity

Sales Team CRM Requirements

• C4C allows customization of opportunity layouts using standard methods 

• Potential to embed iframe in C4C showing quote list linked to opportunities

• Sales team uses sales cycle, opportunity type, and status tracking in CRM

• Team reviewing and potentially updating historical sales phase configurations

• Development project ongoing to improve opportunity loss/win reason tracking

• Different opportunity types may require displaying specific product sets during quoting

• Consider thresholds for managing significant changes in existing customer agreements

• CRM integration to track deal agreements, amendments, and product details in CPQ system

• In C4C we will have Ship To and Sold To, but not the case today.

System Configuration Considerations

• Customer segmentation based on annual revenue and ASO2 ID in current system

• Language discussion: decide whether CPQ interface should support Finnish and English

• Need to determine process for managing prospects and master data integration

Action list

• Schedule further discussions with Valio CRM team to understand future needs and data structure.

Decisions

• Implement system in English initially with prepared translation mapping
• No integration with C4C for now - key CRM features will be implemented in the Zilliant CPQ (CRM functionality), as much as possible incorporating features required in the future C4C system.

List of requirements

(see list of requirements from WKS3) + need further input from CRM team for key fields

Session recording

https://tldv.io/app/meetings/6821ab0676bb060013e7ba94/

Related pages