Consultant’s Profile
Madhusudhana Rao Kakarla
Consultant
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SAP Office Location
SAP Global Delivery,
5rd Floor, Wing – A, Salarpuria Softzone,
Sarjapur Outer Ring Road,
Bangalore – 560 037
SAP Phone Number
+91 80 6641-1120
Profile
Energetic and result oriented Functional consultant (SD&CRM) with Over all 9 years of experience
in SAP, combined with solid education and strong analytical skills. Skills demonstrated include
support, development and implementation in Sales and Distribution & SAP CRM. Quick learner with
exceptional interpersonal skills and the ability to interface with individuals at all levels.
Functional Summary& Expertise
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Certified SAP CRM Service Professional in Version 7.0.
SAP-CRM Sales, Service and ICWC functional consultant.
Experienced in CRM and SD modules with an experience of 6+ years on CRM Modules
and 9 months of SD Module, expertise with implementation spotlight to SAP- CRM Base
Customization, CIC, Sales, Service and Internet Sales Modules.
Recognizable competence and proven eminence in Implementing SAP CRM Modules.
Knowledge in E-Commerce, Loyalty Management and Middleware through internal training.
And Rich experience in Enterprise Solutions Delivery Anchoring, Pre-Sales, Program
Management and Consulting.
SAP CRM Consulting, Solution design, Strategy and Program Management are the key focus
areas.
Taking up Presale activities for the Public Services, Discrete Manufacturing and
Pharmaceutical Industries across Americas & European Region.
Apart from the project work as a part of firm initiatives supporting the sales team to generate
new business by preparing the necessary presentations and setting up SLA and process
maps for the Presales Division.
Strengths
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Good Communication and Interactive skills with right attitude.
Excellent teamwork with an ability to take new challenges in the industry.
Passion towards learning new concepts and well versed, deep understanding in the key and
core concepts of CRM.
Strong Analytical and Interpersonal skills.
Strong Customer Engagement skills.
Consultant’s Profile
Work Experience
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Working as a Consultant in SAP GDC from 3rd October, 2011 to till date.
Worked as a Consultant in Deloitte Consulting from 28th June, 2010 to till date
Worked as CRM Senior Functional Consultant in Cap Gemini Consulting during the period
May 2007 – June 2010
Worked as an Associate Consultant in Peacock IT Consulting during the period September
2004 – April 2007
Skill set
SAP CRM
SAP SD
Applications
Groupware
: Version 4.0, 5.0, 5.1, 6.0 and 7.0 EHP1 and EHP2
: Version 4.6c, ECC 5.0 and ECC 6.0
: SAP GUI, Ms-Office.
: Ms-outlook 2000/2002/XP/2003
SAP Expertise and Project summary
Project-1
SAP IT - CRM ON HANA
Role: Testing Lead
Nov 2012 to Till Date
The main goal of the CRM Clear Vision Performance tests is to investigate, ensure analysis and drive
resolution of performance issues of CRM on Hana implementation
Responsibilities:
 Execution of Single Performance Testing and its coordination.
 Deep Dive and resolving the issues as per the Service Levels . Commitment to minimum
processing time for fixing the issues.
 Regularly arranging the meetings with the onsite team and assign the tasks to the team.
 Consolidating the testing results on a daily basis and send to the review team.
 The comparison between ICT on HANA and ICT on DB6 cannot be used directly to predict
the performance gain when move to ICP on HANA.
 The performance comparison of all test cases was executed between ICT on DB6 and ICT
on HANA.
The performance of ICT on DB6 system is generally slower than from current ICP on DB6,
because of
 Different database buffer cache quality
 CPU type
 Memory size on application servers
 ~ 130 Business Scenarios identified and tested.
 Multiple runs for each test case done  Average time was compared in ICT (DB6/CRM 7.02)
 ICT (HANA/CRM 7.12 SP01)
 Retesting the test scripts frequently and report on a daily basis to the implementation team.
 Comparing and Analyzing 15 Business Processes with the timing of Production system ICP.
Project-2
Consultant’s Profile
Exide Industries Limited, Kolkata
Role: CRM Lead
July 2012 to October 2012
Exide’s journey dates back to as far as the 1880s when automobile battery was at its infancy and was
evolving to maturity step by step. While the lead acid battery had been discovered in 1860, storage
batteries began to be produced by Mather & Platt in the 1880s. The batteries -or accumulators as
they were then called - followed a design in which Lead Chloride was the active material. Accordingly,
the new company was christened Chloride Electrical Storage Syndicate
Following are some of the key developments, I was responsible for:
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Worked on the Business process documents and Functional Specifications in the area of
Service Management and Loyalty Management.
Configured the Actions to trigger notifications to internal and external partners.
Developed the Escalation Mechanism for the Service Request Management.
Configured the SLA determination and scheduled the jobs to trigger escalations.
Enhanced the employee responsible assignment functionality.
Configured the WEB UI views as per the clients requirements and enhanced the fields
through AET.
Explained the report requirements to the BW consultant and extracted the reports by
enhancing the data source structures.
Configured the Loyalty Management functionality and created Loyalty programs then
executed the redemption of reward points.
Involved in the Data Migration by uploading the Business Partner Master data and Product
Master.
Configured Organization Management and Territory Management.
Configured Mail forms, Categorization schema and transported them to different clients.
Executed the Test scripts and given the demo to the users.
Rigorously involved in the Integration Testing and resolved the defects in time.
Executed the cut over activities and prepared the system for the Go-Live.
Project-2
Zuellig Pharma, Philippines
Role: CRM Lead
Jan 2012 to June 2012
Zuellig Pharma Philippines is the historical starting point for Zuellig Pharma Asia Pacific. At the turn of
the 20th century, Dr. Frederick Edward Zuellig emigrated from Switzerland to the Philippines and
joined a local trading company. Shortly after, he founded F.E. Zuellig Inc., the predecessor of Zuellig
Pharma Philippines which now forms part of Zuellig Pharma Asia Pacific. Zuellig Pharma Asia Pacific
is the premier pharmaceutical distribution business in the region, having grown from its Philippines
base into one of the largest multinational pharmaceutical distribution companies in Asia.
Zuellig Pharma is implementing SAP for the first time with ECC, EWM, BI and SAP CRM modules. In
this project, I worked on the CRM Service module with CIC channel. This implementation is a Global
template later it will be rolled out to Singapore, Malaysia, Taiwan, Bangkok, China etc.
Following are some of the key developments, I was responsible for:
Consultant’s Profile
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Worked on the Business process documents and Functional Specifications in the area of
Service Request Management and Complaints Management.
Configured the Scripts through Interactive Script Editor and assigned the questionnaires.
Developed the Escalation Mechanism for the Complaints Management.
Configured the rule policies for alerts.
Configured the Broadcast Messaging functionality for the Call Center.
Worked on the standard BI reports on Service Requests and Complaints.
Configured the Service profiles and Response profiles.
Configure action profiles and partner determination procedure according to the requirement.
Coordinate with the offshore team and organize regular meetings.
Understand their legacy Complaints handling system and give the solution in SAP CRM.
Configured the Organization Model with Operations and Customer Service units and
replicated from ECC to CRM.
Monitored the Transport Request movement from CRD to CRQ and then to CRP.
Involved extensively in the Testing phase and fixed the defects in time.
Project 3
Account Origination (RDS), SAP Labs.
Role: CRM Lead
October 2010 to December 2011
SAP Rapid Deployment solutions are a ready-to-use combination of software, predefined services
and pre-configured content at a predefined price. They are available "out of the box" by traditional,
hosting and subscription licensing models, via partners or from SAP. To meet the increasing need to
find the fastest time to value for customers, SAP Consulting and a growing ecosystem of partners offer
predefined, fixed-price services to implement the packages.
The first SAP Rapid Deployment solutions are based on SAP® Business Suite applications for
customer relationship management (CRM), supplier relationship management (SRM) and business
communications management (BCM). Further solutions spanning the SAP portfolio are planned for
release at multiple stages over the next year across diverse industries and in areas such as analytics,
manufacturing, mobility, recruiting, supply chain, sustainability and treasury
I worked as a part of Account Origination- RDS team, where I handled the loan management. I
worked on the Account Origination Demo. In this Demo we have built the Task Based UI where the
activities follow based on the task one by one.
I have prepared Consultant Delivery Guide, Service Deliverables, RDS Scope, Master Service List
and Kick-Off Presentation.
Project 4
Office Max, Illinois
Role: CRM Lead
June 2010 to September 2011
OfficeMax Incorporated (NYSE: OMX) is a leader in both business-to-business office products
solutions and retail office products. The OfficeMax mission is simple. We help our customers do their
best work. The company provides office supplies and paper, in-store print and document services
through OfficeMax ImPress™, technology products and solutions, and furniture to consumers and to
large, medium and small businesses. OfficeMax customers are served by approximately 35,000
associates through direct sales, catalogs, e-commerce and more than 900 stores.
Consultant’s Profile
Office Max is implementing SAP CRM for the first time replacing their existing Clarify application.
Office Max has many legacy systems, which will be integrated with SAP CRM through TIBCO and
WEB Services. Office Max is implementing CRM Service Module with ICWC channel.
Following are some of the key developments, I was responsible for:
ICWC and Service:
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Solution Preparation/Proposal based on Customers Requirements. Co-ordinate and Integrate
the various modules and make the application interfaces perfect.
Responding to (RFP/RFI/RFQ Tender Specifications) and License Renewal Proposals
Extensively participated in all the Blue Print workshops for 3 months at Chicago and
documented the business process and WRICEF Objects.
Understanding newer markets and focus on developing internal competencies to bridge gaps
and ensure process improvements.
Prepared the Scope Catalog for all the business functionality including the Integration
functionality with specific requirements.
Worked on Functional Specifications of Interaction Record, Service Ticket, Telesales
Reports, and Cases.
Managed the Offshore technical team by converting the client business requirements to the
technical terms.
Working on Design flow charts to represent the ‘To Be’ process using IP tool.
Document the Functional Design documents as per the client business requirements and
give knowledge transfer to the Technical team.
Worked on different legacy systems with TIBCO interface and Web Services.
Document the Integration Test Scripts as per the developed functionality on the Adobe UI.
Fixing the defects during the testing phase and coordinating with both Flex and CRM ABAP
team.
Involved in the 2 months Design phase at Illinois to design the business functionality and
come up with enhancements to give feasible logic and technical reliability.
Configured all the transaction types with all the necessary procedures and profiles.
Worked on all the Master data and Transactional data conversions from the legacy systems.
Designed the business flow and configured Master data from one system to another like
different Legacy systems to SAP CRM.
Coordinate the Offshore and Onsite Functional and Technical team and accomplish the
milestones within the stipulated time.
Worked extensively on the approval and notification business process.
Configured the Categorization Schema and Subject profiles for Reason, Sub Reason and
Results catalog.
Configured the Organization Hierarchy and PFCG profiles for the security related
enhancements.
Project-5
McKesson, Atlanta
Role: Onsite CRM Lead
Apr’09 to Jun’10
McKesson Corporation has been taking care forward for the health care industry for more than 175
Years. As the nation’s oldest and largest health care services company, we combine innovation,
technology and process knowledge, strong relationships and a business approach based on our
ICARE shared principles to give our customers and partner the power to succeed. McKesson's vision
is to help create a health care system where quality is higher, mistakes are fewer and costs are lower.
Consultant’s Profile
As the nation's leading health care services company, McKesson provides pharmaceuticals, medical
supplies and health care information technologies that make health care safer while reducing costs.
McKesson touches virtually every aspect of health care.
I have been involved in this project since from the blueprint phase. And as a part of blueprint I went to
Onsite (Atlanta, USA) for 3 months analysis and 2 months design phase. My primary responsibilities
on this assignment include Functional analysis of McKesson business process (from Opportunity to
Billing) according to the business requirements and attending the workshops with the business
people. Also, involved in preparing the Functional specifications, performance tuning, peer reviews
and coordinating from the offshore. I also been actively involved in implementation of CMMi quality
compliance related processes on this assignment, and has undergone the necessary trainings for the
same like Solution Manager.
Following are some of the key developments, I was responsible for:
Sales:
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Coordinate and Collaborate with multiple Technical teams while responding to RFX, Build
and track the Opportunity Pipeline and support the Sales and Project Management Team.
Worked on FDD’s, Functional Specifications and customized Organization Structure
according to the business requirement.
Designed and Configured McKesson Sales process with transactions like Quotation, Contract
and Order with respect to the backend ECC system.
Worked on Master Data consistency in both CRM and ECC.
Configured Business roles, Navigation bar profiles, PFCG profiles and Role Config Key.
Configured Billing Types, Billing Units and Item categories for Billing process.
Worked extensively on UI configuration using UI Config Tool in component workbench.
Added Attributes to Context Node and suggested the Getter and Setter methods to get the
required functionality for the field attributes in UI.
Worked on Easy Enhancement Workbench to create the customized fields for UI
Service:
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Worked on Installed base configured the installed base for McKesson ICSS application.
Integrated the ECC Equipment with CRM Installed base.
Worked on the Service quotation and Contract process.
Worked on Service Request, Complaints and Returns process.
Prepared Functional Test Cases and Integration Test Scripts in the Testing Phase.
Involved in Unit Testing of all McKesson business scenarios and fixing the defects.
Project-6
HP – Astro2CRM, Boise
Oct’07 to Mar’09
Role: Offshore CRM Lead
The Client is a worldwide manufacturer of Desktops, Laptops, Servers, and Printers etc. HP offers
consumers a wide range of products and services from digital photography to digital entertainment
and from computing to home printing. The HP Astro2CRM project is SAP Enterprise implementation,
focused on developing a Global SAP Design/Template for all of HP Divisions; however, the initial
rollouts will be focused on HP Service via. ICWC. HP is SAP pilot customer, which is getting upgrade
to CRM 2007 version from CRM 2004 version.
The modules implemented under Astro2CRM project are CRM and BW/Portals. Total CRM and BW
component for this project is being developed at offshore in Bangalore. The Customizations and
Consultant’s Profile
developments include Master Data, Transactions, ERMS, and some enhancements. The complexity
of developments ranges from modification of the existing developments, to complex custom
developments.
I involved for 11 months in offshore development in the SAP CRM (ICWC and Service modules)
technologies from Bangalore HP GDAC and two months onsite for analysis phase at Boise, Idaho,
USA. His primary responsibilities on this assignment include Functional analysis of HP Transactional
process according to the business requirements at onsite. Functional specifications, performance
tuning, peer reviews and basic testing at the offshore side. I have actively involved in implementation
of CMMi quality compliance related processes on this assignment, and has undergone the necessary
trainings for the same.
Following are some of the key developments, I was responsible for:
As a Functional Consultant, my primary role was to Coordinate and collaborate with multiple Technical teams like
CRM ABAP, TIBCO, TREX, VERTEX and ERMS teams and transfer the business requirement knowledge in the
form of Functional specification.
SAP CRM: ICWC and Service modules
Service Transactions:
 Designed and configured Quick Close, Service Ticket, Service Order, Escalation and Reescalation, Complaints and Leads.
 Worked on FDD’s and BRD’s and Customized Catalogs, Subject profiles and Code groups
for different transactions.
 Customized the attributes and designed the Rule modeler, which helps in order routing when
we click Escalation button in Service ticket view.
 Designed and Enhanced the END, SAVE and CHANGE button’s functionality according to
HP business requirement.
ICWC:
 In the new 2007 UI Customized and designed the Navigation Bar Profile, IC Manager
Dashboard, and Opportunity Management, Complaint and Lead view according to the
business requirement.
 Used IDI (Intent Driven Interaction) and Rule Modeler concept in developing Escalation
mechanism of HP Service business process routing in the new UI.
 Designed and Enhanced the Complaint view with essential mandatory fields like Technical
Analysis and follow up activities.
DCC Migration:
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Participated in SQL trace analysis with rigorous service transaction process testing, which gives
the performance analysis of the servers in the new environment.
Project-7
Schneider Electric, Paris
Role: CRM Team Member
May’07 to Sep’07
Schneider Electric: The recognized world leader in Electrical Distribution and Automation & Control,
Schneider Electric provides comprehensive solutions that combine software, communication and
services. They meet customer expectations for the most demanding applications in terms of safety,
reliability and energy savings. They rank among the world leaders in medium and low voltage and
Ultra Terminal distribution, secured power, building automation and security, industrial control and
sensors for repetitive machines. Their lineup of market-leading global brands, powerful local brands
and specialist brands is unparalleled in terms of breadth, strategic fit and related high value-added
services.
Consultant’s Profile
Responsibilities
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Extensively worked on Channel Management, Quotation Management, Order Management
and Customer Interaction center.
Effectively produced the training documents as per the requirement from client and had
excellent interaction with Client at onsite.
Worked on Lead management and Opportunity Management which includes Qualification
process, Analysis scenarios
Worked on Commercial Validation in Sales process like Quotation and replication process
with ECC.
Worked on BADI’s to get the Customer requirements for Resale and Claim process to get the
enhanced functionality.
Project-8
SCA Packaging, Belgium
Role: CRM Team Member
Jul’05 to Feb’07
SCA Group (Svenska Cellulosa Aktiebolaget), is the result of several mergers of Swedish forestry
companies. They produce mainly timber, but also pulp and advanced paper products. SCA
Packaging is the undisputed European leader for both corrugated packaging and containerboard. The
rapid strategic evolution of the SCA Group, a truly European company with a global approach concentrating on a limited number of businesses: packaging, hygiene, graphic paper and forest or
recycled products, all related to fibre, is best summed up by the sentence "we add value to fibre".
Responsibilities
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Studied and evaluated the client’s business processes and gathered the client’s requirements
Involved in Master Data conversions.
Extensively involved in creating Product Master particularly in the areas of Product
Hierarchies, Categories, Set Types and Attributes and assigned the Product Master to
responsible Sales Units
Applied the business knowledge for Sales, Call Lists, and opportunity management.
Configured opportunity management and lead management as per the client requirement.
Set up CIC organizational structure and configured Action Box configuration with BOR
method.
Configured the Visible and Hidden Components in the IC Framework.
Configured Product Catalog for both B2B and B2C scenarios along with product proposals
Successfully managed customer expectations while meeting project goals, objectives and
project deliverables
Project-9
Fonterra, New Zealand
Role: CRM Team Member
Sep’04 to Jun’05
Fonterra Co-operative Group Ltd is a leading multinational dairy company, owned by 11,600 New
Zealand dairy farmers. The world's largest exporter of dairy products, exporting 95 percent of
production. Collecting over 13 billion litres of milk a year, manufacture and market over 2 million
tonnes of dairy products annually, making them as the world's leader in large-scale milk procurement,
processing and management
Consultant’s Profile
Development and Support
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Involved in production support activity and delivered as per the Client’s SLA.
Coordinated with client management and Key users for resolution of problems.
Coordinated with the technical team for customized developments.
Analyzed the errors, research for the cause of errors, provided corrective solutions, and
suggested for preventive actions to avoid recurrence.
Analyze service requests to determine feasibility, extent of technological changes, and
project time schedules.
Report progress and issues/resolutions to (project) management.
Worked on Credit management, Pricing Procedure and Billing issues.
Meet with users to determine the end user's specific needs.
Configuration of Material Determination and Material Listing and Exclusion and Free Goods.
Integration across Modules: Defined and assigned Account groups, field selection & Partner
determination for customer master. Configured plant and storage locations.
Supported training requirements as required.
Domain Experience:
1. Management Trainee in Reliance Infocomm, D A K C, Koperkhairne, Navi Mumbai. (March
‘03 to October ’03)
2. Worked as Sales Executive in IDIL (India Today Group), MAHIM (W), and Mumbai.
(November ’03 to April ’04)
INTEGRATED DATABASES INDIA LTD., an INDIA TODAY GROUP Company, having joint venture
with YELLOW PAGES (SINGAPORE) LTD. began operation in 1994.
Trainings
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BCM
Business Objects
IPM (Intellectual Property Management)
SAP HANA
Trade Promotion Management
BRF
Achievements
NCC
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Participated in REPUBLIC DAY PARADE -2000 as Senior Under Officer in New Delhi
Awarded as ALL INDIA BEST CADET.
As a BEST CADET selected for Youth Exchange Program.
Gold medal in Shooting with grouping 1.2cm in New Delhi.
Capgemini Project Star Award winner for Q2, 2009.
Education:
Consultant’s Profile
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Master in Business Administration from D C M S, Andhra University Campus,
Visakhapatnam, Andhra Pradesh, India (2001-2003).
Bachelor of Science From V R College, Sri Venkateswara University, Tirupati, Andhra
Pradesh, India (1998-2001)