Etienne Udry

Entrepreneur, Projects, IT and Logistics

Advanced Customer Service Information System

gold and silver studded accessory

Go Live : 2004


Project delivered on-time and in budget


Gain visibility of Customer Service Operations

Harmonize Repair Flows and Processes

Decrease spare parts inventories

Improve Repair Time

Improve Customer Communications


Sales and Distribution

Materials Management


Customer Service

Production Planning


After the integration of the subsidiaries, they kept legacy systems to manage Customer Service operations.

Each country was having thousands of spare parts references with different identification systems.

The repair flows were quite different from countries to countries, so a customer would have a different experience depending on the local organizations

There was a strong resistance to change by local organizations


Business Processes Re-engineering

Business Processes Mapping

Software Customization and Specific Developments on SAP kernel

Master Data Harmonization

Train-the-trainer (Key users education)

Collaborative Design (Corp. Customer Service, Quality, Brands)

Pilot Project Implementation with Swatch Group Austria