Case Study: Supporting a Global SAP C4C Rollout for Enhanced Customer Experience

Project Overview

The C4C implementation was a core component of the client’s broader Consumer Centric Transformation initiative. SAP C4C was integrated with Genesys Cloud and other internal systems to provide agents with a unified desktop experience. With this configuration, agents could access customer histories, service records, and knowledge bases in a single view, streamlining workflows and improving resolution times.

This rollout was part of a broader, multi-vendor transformation involving stakeholders from multiple countries and support partners across time zones. While Intelassist led on-site operational support from the Philippines, other vendors supported strategy, platform integration, and change management. Intelassist’s ability to align seamlessly with global teams and uphold service levels while adapting to the evolving technical landscape was a key contributor to the program’s success.

Timeline & Scope

Initial planning began in 2024 alongside the rollout of Genesys Cloud. Training for the SAP C4C system launched on April 14, 2025, and spanned just under three weeks. During this period, over 600 agents were trained. The system’s official go-live, dubbed C4C Release 2, occurred on May 5, 2025. Intelassist played a pivotal role in ensuring that the transition was executed without disruption to service levels.

Our Approach

Intelassist supported the full lifecycle of the SAP C4C rollout, from pre-training logistics to post-launch stabilization. Ahead of training, the team developed custom onboarding materials, structured schedules to

avoid operational disruption, and assigned dedicated facilitators and QA leads.

During the live training sessions, Intelassist managed attendance, administered knowledge assessments, and provided coaching support alongside client-led instructors. Each training group was assigned an Intelassist facilitator, and daily progress was captured through detailed reports. Post-training, Intelassist facilitated go-live support by deploying a floorwalking team to provide real-time assistance. Certification programs were established for both agents and team leads to ensure proficiency in the new system.

Multiple Intelassist departments contributed to the project’s success. The IT team handled workstation setups and technical support. Admin, HR, and Facilities managed training logistics, shift scheduling, and in-office accommodations.

Partnership Outcomes

Within just three weeks, Intelassist trained and certified over 600 agents and 31 team leads and supervisors without compromising service levels. The client described it as the biggest and most successful rollout to date.”