Intuitive Surgical‘s customer support and field service solution was supported by a legacy platform that needed to be replaced. The existing platform was integrated to SAP ERP and presented issues that needed to be resolved on an ongoing basis. Additionally, the ability to offer better service contract options, implement a glob-ally installed base management system, support multiple product lines, and improve the way partners do business were a few core requirements. - Implementation of SAP CRM 7.0 with its native capability to integrate with SAP ECC covered all of the requirements. The solution provided multi-channel enable-ment for the contact center, field service support, enhanced service, and installed based management.

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