LTD Commodities initially imple- mented SAP ECC, CRM and BW in 2009 to replace legacy solutions. LTD’s customer service group uses the CRM Interaction Center to create sales orders in ECC. Due to a high volume of ECC transactions, LTD initially deployed the “launch transaction” in SAP CRM Interac-tion Center. This approach proved to be cumbersome and inflexible - and the initial CRM deployment met with resistance from various end user groups. There was a strong need to upgrade to the latest version and improve the usability and performance of the solution. - LTD built a business case to up-grade their CRM 5.0 system to 7.0 EHP1 to leverage the new user experience, improved perfor-mance, better segmentation capabilities, and improved cus-tomization capabilities.

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