Intuitive Surgical, Inc.


  • Replacement of legacy Clarify system with SAP CRM 7.0
  • Core Service Management and Interaction Center implementation
  • Service Orders, Confirmations, Contracts, Warranties, I-base, I-Objects, Product Service Letters, Returns and Repairs
  • Integration to ECC Finance, Controlling, Service Management, Logistics and Quality Management
  • E-Mail integration using ERMS
  • Analytics using SAP BW and Business Objects
  • 300+ users
  • Improved Distributor processes
  • Roll out to North America and Europe


Since 1995, Intuitive Surgical has been the global leader in the rapidly emerging field of robotic-assisted minimally invasive surgery (MIS). With the introduction of the ground breaking da VinciTM Surgical System in 1999, the company has consistently provided surgeons and hospitals with the tools needed to improve clinical outcomes and to help patients return to active and productive lives.

Intuitive Surgical‘s customer support and field service solution was on a legacy Clarify platform that needed to be replaced. The existing platform was integrated to SAP ERP and presented many integration issues that needed to be resolved on an ongoing basis. Besides that, ability to offer better service contract options, implement a global installed base management system, support multiple product lines and improve the way partners do business with Intuitive were some core requirements.

Implementation of SAP CRM 7.0 with its native capability to integrate with SAP ECC. SAP CRM covered all the requirements of Intuitive - multi channel enablement for the contact center, field service support, enhanced service contract and installed based management and end-to-end business processes that resulted in financial postings / cost capturing in ECC. The core solution was built around Service Orders, Service Confirmations, Product Service Letters, Return Orders, Service Contracts, I-base and I-Objects. Besides the functionality, the ease of use of the solution with its web-based user interface and the robustness and scalability of SAP technology were other drivers to adopt this solution.

The project was implemented in 9 months with a very broad scope crossing various departments in Intuitive‘s customer service organization. Customer Service and Support, Field Service, Returns and Repairs, Service Contracts, Finance and HR were some of the groups impacted. The solution has been very well received by all end users and gives Intuitive a platform to embark on other initiatives in the future.