Two CRMs, One Customer
Customer care ran on BSI and Greyhound, two vendor tools that never really fit together. We are moving all of it to SAP. Service Cloud v2 is live and Greyhound is switched off, and right now we are moving the customer data from BSI to SAP CDP. BSI has to keep running until the last system is connected to CDP.
- Client
- Calida Group Digital GmbH, in-house
- Engagement
- Ongoing, across four teams
- Role
- Frontend Lead, customer domain
- Year
- 2026 to present
- Stack
- SAP BTP, SAP Customer Data Platform, Service Cloud v2, SAP S/4HANA, Nest.js, TypeScript, RabbitMQ
- systems that need the same customer
- 6Shopware, the POS system, Caperwhite, Emarsys, Service Cloud and S/4HANA. Today they send and read over RabbitMQ or directly to BSI, which is the master. Later CDP is the master, some systems talk to it directly and the rest keeps using RabbitMQ. The data flow stays similar, we mainly change the platform underneath.
- CRMs running side by side
- 2BSI and CDP run in parallel and stay in sync while we migrate system by system. The deadline is fixed, our BSI license ends in 2026 and everything has to be off it by then.
- vendor tool switched off so far
- 1Greyhound. Before we switched it off we migrated the old cases into an archive, so customer care can still look them up if they need to.
- Withheld
- Customer numbers and revenue · Screens from the internal care tools · Vendor prices and contract details
We started with customer care. Greyhound went out and Service Cloud v2 came in, and we extended and configured it together with the care team so it fits the way they work. A lot more is automated now, and we added AI to the workflow as well, so an agent spends less time sorting and typing and more time on the actual case.
The bigger part is the CRM itself. We are moving from BSI to SAP CDP, which is mostly concept and architecture work at the moment. Every system around it has to be able to send data to CDP and read from it: Shopware, the POS, Caperwhite and the rest. Until they are all connected, BSI and CDP run in parallel and stay in sync.
We already run S/4HANA, so when this is done we are on one uniform SAP landscape. For us that means one customer record instead of several, more data we can actually use, and a lot more room to personalize the experience.