“We estimated a 10% gain on productivity, with savings on handling costs of the infrastructure of 20%”

Massimiliano Leo

Senior Manager IT EMEAR, EPSON

Country or region: Italy

Destination Industry: printing, visual communications, quality of life and manufacturing.


Epson is a global technology leader dedicated to driving innovations and exceeding customer expectations in printing, visual communications, quality of life and manufacturing. Epson’s lineup ranges from inkjet printers, printing systems and 3LCD projectors to industrial robots, smart glasses and sensing systems and is based on original compact, energy-saving, and high-precision technologies.

Led by the Japan-based Seiko Epson Corporation, the Epson Group comprises nearly 72,000 employees in 93 companies around the world, and is proud of its contributions to the communities in which it operates and its ongoing efforts to reduce environmental burdens.

Current Situation

Inside a project of consolidation and harmonization of ERP and CRM systems of Epson Europe, the reporting framework, especially the one tied to sales numbers, strongly needed a full revision and an evolution, in terms of technology, functionality and accessibility.
The existing situation used the SAP BI module, which though lacked some information usually typical in CRMs, impeding a complete vision of customers’ profiles. From the start, the company decided to invest then in the Microsoft platform to continue its consolidation plan of the platforms already in use.

The project will be divided in multiple stages: we opted for trying to come up with a solution to integrate data between SAP BI and Microsoft Dynamics CRM, therefore we provided to the business the much needed tools to allow continuity with the past in their work. The second phase consisted in developing the initial situation and give more freedom to users to access data, using analytic dashboards and developing a Mobile BI solution; this came to life thanks to an Enterprise Data Warehouse, a flexible solution that allows the usage of innovative development methodologies.

Additional steps included the creation of an OLAP solution and the development of an ad-hoc client integrated in Excel to allow free analysis of data.


The agile approach used in the development of the BI solution resulted in a remarkable success. High interaction with key users, frequent release cycles (even now that the system is in production there are monthly releases), automatic Unit and Regression Test systems and a complete framework for automation in the development of Data Warehouse, bundled with the Adaptive BI methodology supplied by SolidQ, allowed us to get to the end of the project integrating all the requests and changes originated during the development of the project itself. This way, the project came out perfectly tailored to the customer, satisfying all the initial requests and those emerged on the way.

In addition to this functional intricacy, the huge amount of data (more than 1.2 Billion rows) and the complexity of the integration of data between SAP and Microsoft Dynamics made this project an engaging challenge, further complicated by the modification of functional requisites and technical specs, since even Microsoft Dynamics CRM was in development as well at the time.

The challenge then was fully accomplished and users could appreciate the results thanks as well to formation courses held internally to show how to use the Excel based client for extraction and data analysis. The integrated monitoring system and the dashboard structure output a unified view with integrated data coming from the ERP system for sales and the Microsoft CRM solution.


The benefits coming from these new tools impacted more fields of business: in the IT segment thanks to the consolidation of these technologies, a strong simplification of the general architecture of the solution took place; in the business area thanks to the creation of a single recipient for all data where one is able to find everything and verify quickly quality and correctness. Now the information at users’ disposal are more complete, the updates are more frequent and one can access more updated data.

Epson Europe looks into the future as always and wants to make users more autonomous in the extraction and fruition of data, both in detail or aggregated in Dashboard. It will be key to allow data fruition from mobile devices and use advanced analysis instruments to improve and monitor data quality, creating at the same time processes to augment decisional proactivity.