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How a global IT company automated 90% of license key processing

A global IT infrastructure company with 130,000+ employees connected SAP ECC with its CRM platform through more than 50 interfaces built on SAP Integration Suite. Customer and order data now synchronizes twice as fast, and license key generation and distribution is 90% automated.

Organization
A global IT infrastructure and data storage company (130,000+ employees, US)
Industry
IT infrastructure and data storage
Size
130,000+ employees
Region
US South
Project type
Integration Strategy and Architecture, Integration CoE and Governance
SAP technology
SAP Integration Suite, SAP Cloud Integration, SAP ECC
Other technology
Cloud CRM platform, REST APIs, IDoc, Enterprise security and license management system

The challenge

SAP ECC and the company's CRM platform operated as disconnected systems, so customer and order data was not synchronized in real time. License keys were generated and distributed manually, and integration needs spanned sales, billing and security platforms.

Results

50+
Integration interfaces across SAP and CRM platforms
2x
Faster customer and order data synchronization
90%
Automation in license key processing

Questions

How was SAP ECC connected to the CRM platform?

The team designed an integration architecture on SAP Integration Suite and built more than 50 interfaces using REST APIs and IDocs. This enabled real-time synchronization of customer and order data between SAP ECC and the CRM platform.

What did license key automation change?

License key generation and distribution, previously manual, was automated for enterprise security systems. The company now automates 90% of license key processing, which reduces manual effort and speeds up fulfillment for customers.

How is integration reliability maintained?

The program established a monitoring, logging and error-handling framework, plus reusable integration components and governance standards. Together they improve reliability and system performance and give future interfaces a consistent pattern to follow.

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