Metinvest Digital and SAP Quality Awards: a project that defies the odds

The situation where the office has unstable internet, power outages occur without warning, and explosions can occasionally be heard outside the window — this is the daily reality for many Ukrainians, including the Metinvest Digital team, which implemented one of Europe's most powerful CRM systems under the conditions of war.

This year, in the nomination SAP Quality Awards for Customer Success 2024 in Central and Eastern Europe, the project of implementing a large-scale SAP CRM system, carried out by the Metinvest Digital team in collaboration with Metinvest, was recognized. This system integrates the company's key business processes, ensuring a high level of automation and customer focus.

SAP Quality Awards is an annual award that recognizes companies for implementing technological solutions while adhering to high standards of quality, innovation, and effectiveness. Receiving this recognition means being listed among the region's best projects that exemplify efficiency and the successful use of IT technologies in business. This story is not just about technology but also about how the team managed to complete the project despite circumstances that significantly complicated their work.

Challenges of War and the Team's Resilience

The implementation of SAP CRM in Ukraine began during an extremely challenging period when the country found itself in a state of war, which continues to this day. The daily reality included shelling, infrastructure destruction, and threats to life. The Metinvest Digital team faced unprecedented challenges: internet disruptions, power outages, and the danger of shelling complicated the work. Despite this, the specialists not only persevered but also turned these difficulties into motivation for achieving high results.

To overcome the challenges, the internal expertise of the Metinvest Digital team was promptly expanded, allowing the project to be implemented independently without involving external contractors or incurring additional costs. This ensured full control over the process and allowed the system to be adapted to business needs.

The technical team consisted of about 20 specialists who worked with SAP C4C/CPQ systems, CPI (ERP), and other solutions. The team performed the full work cycle: from managing complex tasks to supporting users and creating the functional and technical architecture of the system.

This approach was the key to success, proving that even under challenging conditions, Ukrainian IT professionals are capable of implementing large-scale solutions with high quality and efficiency. As a result: The project was completed on time and with additional scope for business, despite all obstacles. The SAP Quality Awards recognition confirmed the team's professionalism, determination, and resilience.

Implementing Innovations

Thanks to the implementation of the CRM system, customer relationship strategies were automated, which not only optimized business processes but also improved customer service. The main challenge was integrating SAP C4C, CPQ, CPI, OpenText, and Azure into a single system that not only works but also delivers real results. This required synchronizing data from different sources, adapting existing business processes to new standards, and integrating cloud services in real time.

The development of a unified information space for Metinvest, based on a centralized CRM system, now allows: Ensuring transparency of sales at METINVEST POLSKA: Transparency of sales processes opens new opportunities for effective management and analysis.
 •   Ensuring timely access to data: Key information is always available in real time, ensuring prompt decision-making.
 •   Reducing operational process costs: Integration into a single system reduces the resource intensity of operations, increasing the accuracy and relevance of data.
 •   Improving customer service quality: Thanks to centralization, the system allows for a deeper analysis of customer needs, building more effective relationships with them.
 •   Introducing tools for customer retention: New CRM capabilities help not only retain the customer base but also stimulate its growth.

The integration of SAP C4C creates a single customer database that ensures transparency of interactions and transactions while optimizing sales processes. The integration of SAP CPQ enabled the development of a customizable catalog, including the configuration of commercial proposals, price management, and discounts. This allows managers to quickly create personalized proposals and automatically generate necessary documents, significantly speeding up order processing.

Conclusion

This victory is more than an achievement for Metinvest Digital or Metinvest as a whole. It proves that Ukrainian IT solutions can compete on a global scale, even under the toughest conditions. This is about how technology becomes a driver of change, and the team becomes the engine of success. When most news about Ukraine focuses on loss and destruction, this story is proof that even in dark times, technology and teamwork can drive progress that transforms not only a company but an entire region.