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The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG.
This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice.
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SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence. The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages.
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y mySAP SRM (Supplier Relationship Management) y mySAP Human Resources y mySAP Financials y mySAP Mobile Business y SAP NetWeaver
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It unites marketing planning, campaign management, e-marketing, lead management, marketing analytics, and customer segmentation key functions on a comfortable and configurable interface.
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Thanks to integrated analysis functions, the financial results brought about by marketing plans and campaigns are recorded in real-time. This facilitates qualified decision-making. Its open architecture and integration with the underlying SAP web application server let you remain secure in the knowledge that implicit marketing promises can always be kept - the logistics chain is always completely transparent.
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mySAP CRM Marketing is the only solution that supports complex customer relationships within the total marketing process.
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With “Mobile Sales,” you can carefully plan and predict sales realtime from any laptop or mobile terminal, quickly evaluate pipeline opportunities, effectively plan tasks, recognize cross- and up-selling opportunities, and organize work within a sales team. "E-selling" offers a company's customers personalized and comfortable service - 365 days a year, round the clock. Customers can get information and buy products or services anytime, anywhere.
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Using “Enterprise Sales,” companies can pre-plan contacts carefully, analyze their sales pipeline early, effectively plan tasks, recognize cross- and up-selling opportunities, and optimize teamwork in the sales force.
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"Mobile Service" provides the service employee with comprehensive knowledge about the whole company. This ensures that the right employees are equipped with the knowledge necessary to exceed the customer’s service expectations. Service Parts and Service Order Management ensure that field staff are able to check inventory, locate materials, and place orders for specific components with precision and confidence, regardless of location or time. "E-Service" helps companies to optimally use the real-time and self-service potential of the Internet in order to reduce costs and increase customer satisfaction round the clock, 365 days a year. Customer portals offer consumers familiar access to all necessary functions. Thanks to voice recognition and knowledge management, the convenience of real-time functions is available to users who do not have access to the Internet. Chat and collaborative Web technologies allow instantaneous and uniform service delivery anywhere in the world.
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"Service Operations Management" centralizes service planning tactically and strategically using service administration, operations support, and analytical functions. It supports both single and multi-tiered organizations across their complete lines of business and equips firms with the ability to plan, monitor, and control service costs for optimal customer profitability.
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mySAP CRM Service offers consolidated, operational insight enabling unparalleled service and fulfillment appropriately matched to customer revenue potential. It equips organizations with comprehensive capabilities in the areas of Customer Service and Support, E-Service, Service Operations Management, and Field Service.
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The Business Map is a comprehensive collection of industry-specific and cross-industry solutions, infrastructure and service blueprints, Solution Maps, and Collaborative Maps. Using the industry knowledge and technical expertise SAP has acquired through extensive business experience and research, Business Maps outline specific ways that technology can help integrate companies’ existing resources and extend business processes beyond the borders of traditional enterprises.
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Streamlined business processes supported by technology, integrating customers, suppliers and business partners, is the key to remaining successful in a competitive market. It can be difficult to visualize, evaluate, and communicate these business processes. With SAP Business Maps (also called Solution Maps), you can understand individual solutions quickly and appraise their potential value for your company. They help focus on the core processes and functions that can increase a company’s ability to compete, strengthen relationships with partners, and help a company become closely oriented to the markets and customers it serves.
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* Data is exchanged between the CRM system and a connected OLTP ERP system (minimum R/3 Release 3.1I) using the CRM Middleware. A plug-in installed in the OLTP ERP system acts as a counterpart to the R/3 adapter, supporting data communication between the two systems. The data exchange includes the initial transfer of Customizing, master, and transactional data to the CRM System, and the transfer of delta data in both directions.
* Sales orders can be entered in the Internet Sales application component, the Interaction Center, a mobile
* The SAP Business Information Warehouse (SAP BW) is used as a data source for parts of the mySAP CRM solution, and also contains data for consolidation and analysis.
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device, or the CRM server. To confirm whether the requested items can be delivered on time, you need to run the Available-to-Promise (ATP) availability check. The SAP Advanced Planner and Optimizer (APO) performs these functions. SAP APO is used in Supply Chain Management and can be integrated seamlessly with the mySAP CRM solution.
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* The mySAP CRM solution supports the handling of CRM business objects (such as customers and
prospects, activities and opportunities, and products and product catalogs) in a variety of application components including Internet Sales, Service Interaction Center, Telesales and Campaign Management. Some of these components require external extensions for communication and integration. These components will be described in more detail in later sections.
* The middleware layer supports the controlled data exchange with other systems such as mobile clients,
* Software adapters are used to connect to external systems. These adapters are responsible for assigning
data and converting it to other formats. Both the ASCII adapter and external interfaces are provided for this. The mySAP CRM application components also exchange data with the middleware layer using a CRM adapter.
* The mySAP CRM component builds on the SAP Basis system, which provides a proven development
platform, scalability, platform independence, and various other SAP tools. Therefore, the mySAP CRM solution can be configured just as flexibly as an SAP ERP system.
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back-end systems, and data warehouses. A replication procedure guarantees consistent and up-to-date data in the distributed local databases, especially for mobile users. Message queuing ensures data delivery and processing.
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* With the Internet Sales and Internet Customer Self-Service application components, Internet users can
* The Internet application components are made available through a Web server. They are based on J2EE (Java 2 Enterprise Edition) technology. This technology is an open, non-SAP platform.
* Product catalogs are exported from mySAP CRM to an external index server for faster access to product
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* The Internet Pricing & Configurator (IPC) component provides configuration and pricing data for Web
applications. Since the IPC is designed as a separate component, it ensures the high performance needed in an Internet environment.
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* The Interaction Center supports various communication channels, such as telephone, e-mail and fax, as * You can connect telephone and e-mail using the SAP standard interfaces (API) SAPphone and
* WebClient multichannel options are consolidated using the Integrated Communication Interface in the
Interaction Center. Through the use of new technology such as eXtensible Markup Language (XML) and Simple Object Access Protocol (SOAP), the open mySAP CRM Integrated Communication Interface (ICI) supports the integration of mySAP CRM solutions with non-SAP communication products such as universal hold, computer telephony, automatic call list distribution, interactive voice response, e-mail administration, and chat systems. As a result, companies leverage their existing technology investments.
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SAPconnect for the WinClient Interaction Center. SAPphone is an interface between the mySAP CRM application components and Computer Telephony Integration (CTI). CTI creates the connection to the telephone system. CTI vendors can become certified through the SAP Complementary Software Program (CSP). The SAPphone standard interface guarantees flexible scalability of the CTI components. The SAPconnect interface is used in combination with SAP workflow to support the complete e-mail cycle to and from business partners.
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* The mySAP CRM components Mobile Sales and Mobile Service support a company’s mobile field sales * Users have complete access to all relevant data on their laptops. However, users can access data only for their own area of responsibility (for example, all customers in one postal area).
* This data is updated by regular data exchange between laptops and the central server. The
communication station serves as a translator between the CRM server and the mobile clients.
* The mobile applications are customized using the SAP Mobile Application Studio, an object-oriented,
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* The CRM Middleware provides the necessary functionality for the data replication to mobile clients.
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* SAP Mobile Engine is based on the following open industry standards:
layer, and its own business management logic. Field representatives can work offline and do not have to depend on a network connection to run impending business applications. The SAP Mobile Engine offers tools for synchronization and data replication so that the data on the mobile device is consistent with the data in the back-end system. y Java y eXtensible Markup Language (XML)
* SAP Mobile Engine is also equipped with a Java virtual machine and offers an open programming model with which mobile applications can be developed.
* This open system architecture makes the platform independent of both the mobile devices and the
network and supports mobile devices such as Personal Digital Assistants (PDAs), laptops, and Smart Phones.
* SAP Mobile Engine can run on both a standard browser and on a user interface that is not based on a browser.
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* The SAP Mobile Engine is installed locally on a mobile device. It includes a Web server, a database
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y Easy navigation and Internet-like behavior y Adapting the CRM solution to the user is the key to success.
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* Knowledge Management (KM):
y Users access the knowledge of the entire company easily through a single point of access. y Documents are displayed in a relevant context (for example, a CRM transaction). You can automatically access this context from the KM search list.
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y Users want to change the content to suit their own concepts. y The user interface must be designed for flexibility and configuration so that user-defined business requirements can be fulfilled.
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* A portal enables purposeful and personalized access to relevant data (transaction and analysis data as
* The relevant data and applications are consolidated for the user by copywriters and portal administrators. * The advantage for the user is that the portal eliminates the time-consuming search for data and applications
persistence layer. Other components of the Enterprise Portal enable Single-Sign On (based on the Lightweight Directory Access Protocol [LDAP] for user management) and session management for locking and unlocking data.
* The unification server and the unifiers provide information from the various back-end systems on how to relate one set of data to another (drag & relate functionality).
* The processing and distribution of unstructured data takes place in the Knowledge Management portal component.
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* The portal generates HTML from different sources. Content meta-data and user data are saved on the
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content. Portal content was developed to access all data relevant to the organization that uses the portal. Roles define the subset of content that is available for each functional role within the organization. Users are assigned to the role or roles that offer the relevant content. They can access the content that has been assigned to their role.
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source such as a relational database, ERP system, CRM system, operational application, cooperation tool, e-mail exchange system, Intranet, or the World Wide Web. iViews display the most current data at each new start.
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1-2-2 Go to the Media Store’s account data from the )DYRULWHV list.
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1-2-3 What is the Media Store’ s e-mail address?
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The company’s marketing manager analyzes the distribution of sales and customers and investigates the customers’ preferred distribution channels. The manager realizes that a potential source of increased revenue is not being exploited and decides to start a new marketing campaign. He or she can use association analysis to define cross-selling elements and increase turnover.
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y Warnings of acute problems. The information for such warnings generally comes from business process monitoring in SAP Business Information Warehouse. Example: a credit manager receives a warning that a customer has exceeded his or her credit limit.
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With SAP BI’s comprehensive evaluation and navigation options, you can measure the influence of your customer relations on the success of your business, as well as the efficiency of individual actions.
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Here you can see a simple example of a report. It has the following characteristics: y Clear and understandable layout y Exception reports and conditions y Highly customizable
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Take advantage of the flexible reporting options on the Internet or in Microsoft Excel.
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Analytic methods help to ascertain key figures, such as customer profitability, ABC classes, customer lifetime value, and scoring procedures. To summarize: mySAP CRM Analytics ensures that the values measured are used closely with the implementation of the business strategy, for instance by creating a Balanced Scorecard.
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y Multifunctional selection and drill down functions
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You can use the following to determine behavioral patterns: y Clustering, to find out more about a customer segment y Association analysis, to find out more about cross-selling behavior y Decision trees, to understand which profiles affect which behavior, and to incorporate this information into forecasts y Scoring, to bring together different aspects for an overall evaluation
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It is important to recognize behavioral patterns and to use them to forecast future behavior.
y Linear and multi-linear regression, to collect data for predicting behavioral trends You can also y Forecast the future value of your customers using CLTV analysis y Forecast the rate of response to simulate the success of your campaign
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Planning and forecasting gives your company advantages by:
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An important prerequisite in customer relationship management is the possibility to implement a combined marketing, sales, and service planning solution, to acquire and develop a relationship with the right customers, whilst at the same time increasing the profitability of existing customers. Planning and forecasting provides a comprehensive range of tools for all stages of planning for a wide variety of business processes across your company. You can use these tools to develop a planning model that integrates both global strategic and operative planning in a self-contained process for online and offline scenarios. y Formulating transparent strategies y Communicating strategies throughout your company y Coordinating business strategies with your employees’ goals y Linking targets into the annual budget y Identifying and coordinating strategic initiatives y Executing gap analyses and scenario planning y Carrying out regular performance checks and using the feedback to alter strategy accordingly
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Use analysis results in your business processes and give your employees the opportunity to make informed decisions.
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mySAP CRM Analytics doesn’t only measure results. These results can also be used to optimize business processes. The goal of CRM Analytics is only achieved when employees have access to the information they need to make the best possible decisions in their day-to-day work. For example, a call center agent can display all the important customer data on the screen, and the system uses this data to make suggestions (in the form of a "script") on how best to support the customer. When creating target groups, a campaign manager has easy access to analysis results, such as probability of response and customer categories, and can use these to optimize a campaign.
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Customer Churn Analysis y Customer segmentation allows you to improve your relationship with your customers directly by providing the best services and products to the most profitable and loyal customer segment. However, you must be able to trust that the segmenting results provide a reliable and accurate customer profile. To make sure of this, you can use customer churn analysis to check the results and examine changes in customer behavior over time. y Customer churn analysis lets you check the reliability of segmentation results and follow any changes in segment membership. This solution not only lets you analyze different results from one method applied at two different points in time, it also enables comparison between the results of two different methods of analysis. Customer churn analysis can be carried out using decision trees, clustering, or ABC classification. These analyses are supported by comprehensive business content (InfoProviders, Queries). As of BW3.3, Web Cockpits will also be available.
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Customer Analytics provides businesses with a comprehensive overview of their customers. Companies can identify the actual value of their customers and receive information with which they can better understand their customers’ behavior.
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Today it is vitally important to deliver the right product. Product Analytics can be used to determine which products and attributes the customers prefer. It is also important to realize which products are most profitable. Businesses can use Product Analytics to find out which products are sold together and so increase wallet share.
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The analysis scenarios above are dealt with individually in the units on the key capabilities of marketing, sales, service, e-commerce, channel management, Interaction Center and field applications.
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CRM Analytics is based on a tried and tested, scalable BI solution.
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Preconfigured analysis applications cover all the relevant business questions connected to CRM.
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Portal integration and extensive Web Publishing functions support easy distribution of information.
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Advantages of analyzing and planning with mySAP CRM:
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Multiple forecasting functions support analysis of interested parties.
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A comprehensive business data view lets you link your information from CRM to SCM, Financials, HR and so on. Close integration of business processes using operative CRM
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Ready-to-Run business content CRM Analytics is integrated into both an enterprise-wide planning solution and a business analysis and strategy management solution.
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Our company wants to sell more notebooks to a specific group of customers. As the Marketing Manager, you are responsible for creating and executing a campaign. At the same time, we want to present a new product line to a specific target group. We get in touch with business partners, who provide feedback and let us know how interested they are in the new product line. Business partners who do not answer will be called at a later date.
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y Before execution, you define key figures and carry out scheduling (integration with BW). You may also have to check whether it is possible to manufacture and deliver the promoted goods (APO integration, usually used for trade promotion management).
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y You are particularly interested to know how successful your campaign was: What do the sales department’s figures look like? How many contracts were awarded as a result of your campaign (BW integration)? And of course you want to have an overview of your costs (R/3 integration).
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Marketing functions are highly integrative:
Examples of integration are too numerous to mention on one slide alone.
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Marketing Plans:
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y Marketing plans are used for long-term, strategic, activity planning. These take budgets and dates into consideration. A marketing plan can, for example, form the basis of the marketing department’s projections for the coming year. Used this way, it becomes a management tool. y Campaigns serve operative marketing planning. They describe activities such as mailing actions, product advertising, and telemarketing. Campaign management covers the entire campaign development process, from market analysis, through campaign launch, to completion and subsequent evaluation. y After a campaign has been created, it can be tracked for its whole duration and the results used for future planning.
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y Criteria such as target groups, products, documents, people responsible, and the budget are defined in the campaign for these activities. Marketing Plan Element and Campaign Element: y Both the marketing plan element and the campaign element are optional. You can use them to structure your marketing activities. A marketing plan element must have a higher-level marketing plan and a campaign element must have a higher-level campaign.
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Campaigns:
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y SAP BW reports (Business Warehouse InfoCube) y InfoSets consisting of your own ABAP queries y Marketing attributes from the business partner master data
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Three data sources are available for target group selection:
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You can use the Segment Builder in both the SAP GUI and the PC-UI.
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Profile Sets: y Sets do not have to have profiles or target groups assigned. y Subsets may exist within a set.
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y A profile cannot be assigned to different sets. y Profiles do not have to have target groups assigned. y A profile that is already assigned to one profile set cannot be assigned to another (instead, the profile must be recreated by copying). Target Group: y A target group that is already assigned cannot be assigned to another set or profile.
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y Only active target groups can be used in the Marketing Planner. Master Groups: y Master groups limit all business partners to a particular group for the process of segmenting. The Segment Builder then works only with business partners who belong to the chosen master group. Example: The master group contains German business partners only. The group is assigned.
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This slide details an example of the telemarketing campaign process.
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y Using the script and the call list, the IC agent calls the customers on the list. After completing the call, the agent records the results of the conversation, thereby updating the activity. This information is then transferred to SAP BW for reporting and monitoring purposes.
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Example: E-Mail channel y In an e-mail campaign, the script is replaced with a mail form. During the execution stage, the specified e-mails are sent to the business partners in the target group. Other channels: y Examples of other channels include letter, fax, SMS, activities for sales personnel, or an open channel for which you can define your own methods.
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y A campaign is created (in this case, linked with a marketing plan). Linked to this campaign is a target group (a finite list of business partners selected for the campaign) and a script. A call list is generated from the target group. The call list includes business partner information as well as relevant information required for the Interaction Center.
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1. By using variables (such as first name, last name, business partner’s address) 2. By using several text blocks. These can be included all the time or only if certain conditions apply. The Web shop and the Interaction Center can also be personalized. Here you can define product proposals for a specific profile or target group only, or globally for all customers.
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There are two ways in which you can personalize a mail form:
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y A campaign is created (in this case, linked with a marketing plan). Linked to this campaign is a target group (a finite list of business partners selected for the campaign) and a script. A call list is generated from the target group. The call list includes business partner information as well as relevant information required for the Interaction Center.
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y Using the script and the call list, the IC agent calls the customers on the list. After completing the call, the agent records the results of the conversation, thereby updating the activity. This information is then transferred to SAP BW for reporting and monitoring purposes. Other channels: y Examples of other channels include letter, fax, SMS, activities for sales personnel, or an open channel for which you can define your own methods.
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This slide details an example of the telemarketing campaign process.
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Campaign automation enables you to define marketing procedures that can meet the real-time individual requirements of each customer.
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Campaign automation enables you to automate your multi-wave marketing campaigns across multiple channels.
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Campaign modeling can set up the campaign in such a way that it runs automatically from the planning phase onwards, eliminating the need for further manual intervention.
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The way a customer/prospect is routed through the campaign process depends on the individual response.
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All customer-relevant channels are taken into consideration. MORE scenario: In campaign automation, you can use an optimization element to structure a campaign in the best way. In this way, you can divide the initial target group meaningfully into different campaign elements (for example, that correspond to different channels or offers).
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To achieve this, campaigns are modeled as processes in which customers/prospects flow between individual action points (campaign elements).
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Renting Addresses
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y Addresses are labeled as rented if a company acquires them from external address providers (generally for one-of or repeated use). Addresses of people who are contacted but not won as customers have to be deleted from the database.
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Purchasing Addresses y Addresses are labeled as bought if possession of them passes to the sold-to party so that they become part of the database. Purchased addresses do not have to be deleted from the database. The standard process must include at least the upload, assignment, and business partner creation steps. All other steps are optional.
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At the conclusion of this exercise, you will be able to:
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Create a campaign. 1-1-1 Start the Marketing Planner.
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Today
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You have decided to send out e-mails to promote a special notebook. The target group and the mail form have already been created. Therefore you now create the campaign, assign all the necessary elements and then start it.
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&KDQQHOtab page:
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Form for E-Mail
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1-1-3 Enter the campaign details. %DVLF'DWDtab page:
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,I\RXDUHZRUNLQJLQ3&8, Choose the marketing segment 6$3&507**URXS (use the input help in the 6HJPHQW'HVFULSWLRQfield). Do not forget to save (choose 6DYH).
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Use the main search function to search for the name ##Turner. Search for: Accounts With: Name 1/Last Name ##Turner. Then choose Go To → Details
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Choose the $GGUHVVHV tab page
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Change the e-mail address.
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6DYH your changes.
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Start Campaign Execution and check that it has been executed successfully.
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1-3-1 Release your campaign and save your status change.
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1. Choose 1HZ and then select &DPSDLJQ 2. Enter the field values as above.
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1-1-3 Enter the campaign details. %DVLF'DWD tab page:
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1-1-1 Start the Marketing Planner.
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Start Campaign Execution and check that it has been completed successfully. 1-3-1 Release your campaign and save your changes to the status.
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Go to the Business Workplace in the SAP GUI (you also can use the short cut &75/+)). Open the ,QER[ You will find the sent mail in your 8QUHDG'RFXPHQWV folder. You can open the e-mail by double-clicking it. If you changed the e-mail-address in 1-2, you will, of course, receive the e-mail in that account.
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1-3-3 Test the sent e-mail in the SAP GUI (logon data is available from your course instructor).
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Go to the 6HJPHQWV tab page, choose 7DUJHW*URXSWR&KDQQHO and select the start date ,PPHGLDWHO\ Confirm your choice by choosing 6FKHGXOH-RE
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In the search help of the locator, choose: )LQG Persons E\ Name
Enter 7XUQHUin the /DVW1DPHfield and start the search (choose 6WDUW). Double-click your BP ##Turner to display the details in the workspace.
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Go to the $GGUHVV tab page. - Change the e-mail address. - Save your changes by choosing 6DYH
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Branch to the 6HJPHQWV tab page and select your assigned target group.
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The campaign execution starts automatically. Return to your campaign by choosing the JUHHQDUURZ (back).
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As a customer targeted in the marketing campaign, you receive an e-mail with a link to a Business-toConsumer (B2C) Web shop. You enter the Web shop, navigate through the catalog, select a product, examine related items for that product (cross-selling), and finally place an order. In addition to our scenario, take the role of a purchaser for a company. Make a purchase in a Businessto-Business (B2B) Web shop, navigate through the Web shop, and order for your company. You search for solutions in the solution database.
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This chapter focuses on the Web shop functions of mySAP CRM E-Commerce.
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mySAP CRM provides an E-Commerce platform to turn the Internet into a profitable sales and interaction channel. This platform combines sales, service, and marketing functions. Furthermore, analyses are available to check and improve the performance of this interaction channel.
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With P\6$3&50(&RPPHUFH SAP delivers an interaction channel between your company and the customer based on Web transactions. With mySAP CRM E-Commerce the focus is (in contrast to Channel Management) on the direct transactions between you and your customers. (Without the help of partners as in Channel Management.)
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mySAP CRM E-commerce enables companies to turn the Internet into a profitable sales and interaction channel for both business customers and consumers. Companies can empower customers with a personalized Web experience and convenient self-service facilities. In addition, companies can strengthen sales and service operations with a fully integrated Web channel while reducing transaction costs and customer service calls. The E-Commerce applications extend across the entire company, encompassing sales, service, and marketing interactions, as well as analytical methods. Therefore, mySAP CRM E-Commerce enables the complete customer process to run on the Web – from pre-sales to sales to after-sales support. Customers can deploy the E-Commerce capabilities of mySAP CRM within the mySAP™ Enterprise Portal to provide each customer with a single point of entry to all relevant business transactions and information.
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With e-selling, companies can: y Construct a business-to-business (B2B) or business-to-consumer (B2C) selling scenario y Provide customers with personalized, interactive, and easy-to-use sales and self-service facilities over the Internet y Carry out the complete sales process on the Internet 4XRWDWLRQDQG2UGHU0DQDJHPHQW Enables Web customers to obtain quotations and place orders for products and services, obtain real-time product availability information, and track each order through the order management process – from manufacturing through distribution to service. 6KRSSLQJ%DVNHW0DQDJHPHQW Provides full support for customizable, configurable products, displays personalized pricing, offers cross and up-selling recommendations, provides real-time product availability information, and provides a consistent interface for all ordering processes. 3ULFH0DQDJHPHQW Enables companies to provide online pricing tailored to each customer based on the type of customer, product, customer-specific pricing, contracts, or specific quotations. Companies establish pricing rules, processes and data centrally and then deploy them across all selling channels. ,QWHUDFWLYH6HOOLQJDQG&RQILJXUDWLRQ Helps customers to choose the products and services that best meet their business needs. Multimedia content, guided selling, configuration advice, and real-time pricing and availability empower customers with all of the information that they need to make an online purchasing decision without human intervention. &ROODERUDWLYH6HOOLQJ Channel Commerce allows companies to incorporate partners into their ECommerce strategy and enables collaborative selling across organizational boundaries. This topic will be discussed in more detail in &KDQQHO0DQDJHPHQW
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The benefits of e-selling for your company and for your customers are: y For your company:
- Complete integration of the CRM and fulfillment system avoids costly interfaces and leverages existing IT investments - Increased sales volume through integrated marketing features
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SAP delivers two Web shop scenarios to build up a business-to-business (B2B) or business-to-consumer (B2C) selling scenario
- Fewer errors when accepting and fulfilling orders - Lower transaction costs - Fewer customer service calls
y For your customers:
- Convenient buying and reliable fulfillment - Fast and easy buying decisions by getting up-to-date information about products, prices, and availability - Customized products - Real-time order tracking - Increased customer satisfaction © SAP AG
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With E-Service companies can …
y Reduce call center volumes and customer support -> Employees focus on value-adding activities
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5HTXHVW0DQDJHPHQW Provides Internet customers with a tool to create and update service requests, and to check their status. Customers can use this to select the most convenient appointment time for a field service visit.
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&XVWRPHU6HOI6HUYLFH Provides customers with self-service for customer information and maintenance tools. Customers can register for user accounts and update their personal account information.
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,QVWDOOHG%DVH0DQDJHPHQW Enables online customers to manage their current portfolios of purchased products. Customers can also initiate service requests for selected products or installations through complete, personalized views of their purchases.
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The benefits of e-selling for your company and for your customer are: y For your company: - Leverage an organization’s existing infrastructure investments in mySAP - Gain better insight into customer base (purchased products and installation details)
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As in the e-selling section, mySAP CRM enables you to build up a business-to-business (B2B) and/or business-to-consumer (B2C) scenario for your e-service.
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- Lower cost of providing service - Improve customer satisfaction and increase customer loyalty y For your customers: - Easy access to information and service processes - Immediate, personalized service - Convenient, 24x7 access
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&DWDORJ0DQDJHPHQW Provides a product catalog that contains product descriptions, multimedia objects, pricing, and other documents. The catalog enables customer access to up-to-date and personalized product and availability information over the Internet.
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3HUVRQDOL]DWLRQ Allows organizations to dynamically personalize their customers’ Internet experiences. Web experiences and content are tailored based on company-defined criteria: for example, customer’s previous purchases, orders, and predefined buying preferences.
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&RQWHQW0DQDJHPHQW Supports personalized content for customers in the customer portal. Supports both structured and unstructured content and allows customers to subscribe to topics of interest to tailor their own content.
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(&RPPHUFHZLWK6$35(SAP Internet Sales [R/3 Edition]) enables companies to turn the Internet into a profitable sales and distribution channel without a CRM system (using sales data and order management from SAP R/3 SD).
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Enhancements by upgrading from (&RPPHUFHZLWK6$35 to (&RPPHUFHZLWK6$3&50 include:
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y Rule-based ATP check with APO y Superuser concept y Contract release order y Guided selling y E-Service (Internet Customer Self-Service)
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y Live customer support (Live Web Collaboration)
Channel Management will be discussed again in &KDQQHO0DQDJHPHQW
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At the conclusion of this exercise, you will be able to:
1-1
Start the B2C Web shop scenario.
SAP Use
__________________________________________________________________ __________________________________________________________________ Add one piece of Notebook Professional 15 (HT-1010) to the shopping basket. Also search for the Easy Hand V (HT-1021) handheld and add it to the shopping basket. Then navigate to the shopping basket. Add suitable accessories for your notebook (such as a leather bag) to the shopping basket.
© SAP AG
SAPCRM
5-15
Only
1-2
Partner
Are special offers displayed in the shop?
SAP
Access the Web shop by following the link in your e-mail (or follow the instructions given by your course instructor).
Use
Partner
In the first step, you navigate through a Business-to-Consumer (B2C) Web shop as a customer and create an order. Then you repeat this procedure in a Business-to-Business (B2B) Web shop.
Select the Web shop 3&<28B'86(or the one given to you by your course instructor).
Internal
Internal
Only
• Create an order in the Business-to-Consumer (B2C) Web shop
1-3
Go to the checkout and log on. The e-mail address for Sandra ##Turner is: &507(67#6$3,'(6&20 and the password is ZHOFRPH
(Enter your group number instead of ##). 1RWH •
If the logon does not work, register in the Web shop again and note the e-mail address and password that you entered. E-mail address:
Purchase Order Number: ___________________________
1-5
Check the status of this order. __________________________________________________________________
SAP
1-6
Are any personal product recommendations displayed for you? Path: +RPH→3HUVRQDO3URGXFW5HFRPPHQGDWLRQV
__________________________________________________________________
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Internal
Enter your profile and save.
Partner
1-7
SAP
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Follow the procedure and order the shopping basket. Check the print version of the order and note the order number.
Use
Partner
1-4
Internal
Only
Password:
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At the conclusion of this exercise, you will be able to:
Partner
2-1
User:
Password: ZHOFRPH Select the PC4BIZ_DUS Web shop (or the Web shop your course instructor gives you). 2-2
What transactions can you search for in the Web shop?
Use
__________________________________________________________________ 2-3
What two options do you have for creating an order in the B2B scenario? __________________________________________________________________
2-4
Use the fast order entry (without navigating through the catalog) to create an order for 10 Notebook Professional 15 (HT-1010) items. Enter the 'HVFULSWLRQ1RWHERRNV*U (## stands for your group number)
Order the shopping basket and note the order number. Purchase Order Number: ___________________________
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__________________________________________________________________
Partner
__________________________________________________________________
SAP
Internal
Logon to the Web shop of the B2B scenarios with:
Use
SAP
Now you navigate through a Business-to-Business (B2B) Web shop as a contact person for a registered customer (enterprise) and order 10 notebooks.
Internal
Only
• Create an order in the Business-to-Business (B2C) Web shop
SAP
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Start the B2C Web shop scenario. Use the link in your e-mail to the Web shop.
Only
Are special offers displayed in the shop?
1-2
Use
You can select the notebook from the special offers. You can find the handheld device using either the search field (search for product) or the navigation in the catalog (Computer → Handhelds). The leather bag is shown as an accessory in the shopping basket.
Partner
*R7R&KHFNRXW and log on. The e-mail address for Sandra ##Turner is:
Only
1-3
Then navigate to the [Shopping Basket]. Add suitable accessories for your notebook (such as a leather bag) to the shopping basket.
SAP
SAP
Partner
Add one Notebook Professional 15 (HT-1010) item to the shopping basket. Also search for the handheld Easy Hand V (HT-1021) and add it to the shopping basket.
Use
Internal
Yes, there are current offers (such as HT-1010, HT-1036, HT-1040) displayed in the Web shop.
Internal
Select the 3&<28B'86 shop (or the one your course instructor gives you).
&507(67#6$3,'(6&20 and the password is ZHOFRPH
(Enter your group number instead of ##) 1RWH •
If you changed your e-mail address in the Marketing chapter, use this address instead of the SAPIDES address.
•
If the logon does not work, register in the Web shop again and note the e-mail address and password that you entered. You must enter a valid address. E-mail address:
© SAP AG
SAPCRM
5-19
Password:
1-4
Follow the procedure and order the shopping basket. Select the Invoice payment method, Continue and accept (select) the General Terms and Conditions. Close the order transaction by ordering (choose Order). 'LVSOD\SULQWYHUVLRQRIRUGHU and note the order number. Purchase Order Number: ___________________________
Path: 0\$FFRXQW→0\2UGHUV→2SHQ2UGHUV
=> The status of the order is OPEN
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Are any personal product recommendations displayed for you? Path: +RPH→*HW3HUVRQDOL]HG5HFRPPHQGDWLRQV
No personal product recommendations are displayed. You first have to enter a profile and this profile must match a target group that was created for the product recommendations.
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Enter your profile and save.
Path: 0\$FFRXQW→3HUVRQDO'HWDLOV→0\3URILOH
Partner Only
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Use
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Check the status of this order
Internal
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1-5
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Logon to the Web shop of the B2B scenarios with: User:
2-2
What transactions can you search for in the Web shop? Orders, quotations, contracts
2-3
Which two options do you have for creating an order in the B2B scenario? a) You can navigate through the product catalog similar to the B2C scenario
b) You can skip the catalog by using the fast order entry in the 1HZWUDQVDFWLRQ step.
SAP
Use the fast order entry (without navigating through the catalog) to create an order for 10 Notebook Professional 15 (HT-1010) items.
Path: Choose 0\7UDQVDFWLRQV and then follow the link &UHDWH1HZ2UGHU. Enter in the 4XDQWLW\ field and +7 in the 3URGXFWfield.
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2UGHU the shopping basket and note the order number.
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Enter the 'HVFULSWLRQ1RWHERRNV*U (## stands for your group number).
SAP
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Select the PC4BIZ_DUS Web shop (or the one your training instructor gives you).
Internal
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Password: ZHOFRPH
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Our company also explores an indirect sales channel. As the Channel Manager, you access the Channel Manager Portal, create leads, and dispatch them to partners.
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As a partner, you access the Partner Portal, accept and qualify leads, and start the lead-to-order process.
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To deliver a full channel solution, mySAP CRM Channel Management leverages SAP’s core strengths of: y E-Commerce: extends E-Commerce capabilities to partners y Traditional CRM: extends CRM Sales, Service, and Marketing functions to partners, while being closely integrated with direct processes
Only
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With P\6$3&50&KDQQHO0DQDJHPHQWSAP provides a fourth interaction channel between your company and your customers, in addition to your sales employees (field sales force), call center (Interaction Center), and your Web shop (E-Commerce), for example. Channel Management focuses on the indirect sales, which is achieved with the help of your organization’s partners.
y Partner Relationship Management (PRM): enables relationship management processes and collaboration between brand owners and their channel partners
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Partner
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P\6$3&50&KDQQHO0DQDJHPHQW
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With a network of channel partners, companies have greater influence geographically and by market segment. Companies can sell to partners or collaborate with partners to provide services to customers in different regions and industries.
_
Companies can drastically lower their cost of sales and service by leveraging channel partners. Since brand owners do not employee partners or pay for their operations, the transaction costs for brand owners are much lower.
([DPSOHVof channel structures:
_
_
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_
High tech: Manufacturers sell to distributors, original equipment manufacturers (OEMs), or large retailers. Distributors, in turn, sell to resellers or retailers. With a multi-level channel, manufacturers cannot inspect the businesses of end customers or even partners. Automotive Manufacturers or OEMs sell through dealers, independent dealers, and importers who, in turn, sell to end customers and provide services for them. Independent service centers also provide services to end customers. Telecommunications Telecommunications companies sell products and manage contracts through independent dealers and branches who, in turn, sell to end consumers and businesses and provide services for them.
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The &KDQQHO0DQDJHU3RUWDO is used by the brand owner’s employees.
K
The Channel Manager Portal is the personalized, single point of entry used to manage channel partner relationships and channel partners, collaborate with channel partners, optimize channel operations, and monitor and analyze channel sales, service, and marketing performance. The channel manager is responsible for managing the partner base. Tasks include: y Planning transactions over indirect channels y Analyzing partner offerings and partner portfolios
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y Procuring and introducing new partners y Forwarding leads to appropriate partners y Monitoring subsequent transactions for leads y Monitoring and analyzing transactions over indirect channels y Selecting and creating content for partners y Defining products and services that various partners can sell
© SAP AG
SAPCRM
Partner
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Worksets within the portal support the channel manager: y +RPH This workset contains current and critical information that a channel manager needs at the very beginning of the working day. This includes alerts or new applications from prospective partners.
y 6DOHV&\FOH This deals with the presales and sales aspects of the indirect channel. This means managing leads and activities, and analyzing transactions for quotations and orders. y …
© SAP AG
SAPCRM
6-9
Only
y 3DUWQHU $FFRXQW0DQDJHPHQW The channel manager can display detailed information about a partner, use partners or partner segmentation to create specific subsets of partners, or access details about customers (accounts and contacts) and the interactions between customers and partners.
Partner
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The &KDQQHO0DQDJHU3RUWDO enables channel managers to manage partner relationships, collaborate with channel partners, and optimize channel operations.
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In general, two groups of employees access the Partner Portal: y 3DUWQHU0DQDJHUV A partner manager is responsible for marketing, sales and service of the brand owner’s products and services at the partner company. Responsibilities include managing leads and orders. The partner manager requires access to up-to-date information and analyses, and manages the customer relationship together with the brand owner. y 3DUWQHU(PSOR\HHV A partner employee reports to the partner manager and focuses on daily business processes such as qualifying leads, accepting stock replenishment orders for customers, providing order statuses to customers, and finding solutions or logging service requirements for any problems encountered by end customers.
© SAP AG
SAPCRM
6-10
Only
K
The Partner Portal delivers a personalized, single point of entry to contact customers who are interested in the brand owner and the brand owners’ products. Partners are provided with the tools and information to more effectively sell to and do business with end customers. The Partner Portal supports self-service, relevant information, content, transactions, and analyses for partners.
Partner
K
The 3DUWQHU3RUWDOserves as a user interface for employees and partners (partners are companies that, for example, sell products for the brand owner and/or provide related services for the end-customer).
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Partner
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The 3DUWQHU3RUWDOsupports the partner with regard to the business with the brand owner. The following worksets are delivered by SAP: y +RPH Provides an overview of transactions between partners and brand owners and between partners and customers. It contains information such as new leads for the partner received from the brand owner. y 3URGXFWV &ROODWHUDOV Allows partners to access product information and various associated documents, and also to order related products for customers
y …
© SAP AG
SAPCRM
6-11
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y 3UHVDOHV$FWLYLWLHV Deals with the presales aspects of the partner-brand owner relationship. This means managing leads and activities, and analyzing transactions in the presales area.
Partner
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&KDQQHO&RPPHUFH is a functional area of mySAP CRM Channel Management that enables your company to: y Incorporate channel partners into E-Commerce processes y Provide channel partners with an E-Commerce platform to process customer sales y Facilitate a single, consistent face to the customer over the Internet
K
y Collaborate with your partners to develop and maintain end-customer relationships y &ROODERUDWLYH6KRZURRP The Collaborative Showroom enables brand owners to host a Web shop for collaborative online sales and marketing of products and services. The customer has a single point of access to search for and purchase products from the entire partner network. y 'LVWULEXWHG2UGHU0DQDJHPHQW The Distributed Order Management function of mySAP CRM allows brand owners to distribute orders to partners for fulfillment.
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Examples:
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SAP AG 2004
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SAP AG 2004
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6-14
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At the conclusion of this exercise, you will be able to: • As the Channel Manager, create a lead in the Channel Manager Portal • Transfer the lead to the appropriate partner
Only
contains all the important information on this business matter.
Then Eric forwards this lead to the partner ED Systems, who then contact the customer and further qualify the lead. 1
&KDQQHO0DQDJHU3RUWDO
1-1
In People-Centric UI, log onto the Channel Manager Portal as Eric Luckins.
SAP Partner
User: (provided by the course instructor)
Use
SAP
Partner
So Eric creates a transaction of the Lead type within the portal. The lead
Use
Password: ZHOFRPH 1-2
Check whether :HOFRPH(ULF/XFNLQV appears in the portal. __________________________________________________________________
1-3
Create a lead.
Path: 6DOHV&\FOH→/HDGV
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Eric Luckins is Channel Manager at the PC manufacturer PC4You. Eric has been informed that the customer Media Store is interested in 10 PCs. He wants to pass on this information as a lead to his sales partner ED Systems.
Create a lead with the transaction type /HDG3DUWQHU3RUWDO (transaction type LDPO).
Enter the 'HVFULSWLRQ /HDGIRU*URXS(## stands for your group number).
Enter the 6DOHV3URVSHFW0HGLD6WRUH(partner ID 3271). Enter 10 items of the product HT-1000. Save the lead document. SAPCRM
6-15
1-4
What is the transaction number (transaction ID) and the current status of the lead that you just created? Note: The transaction ID is shown on the Details document. The current status of the lead is shown on the /LVWdisplay form. __________________________________________________________________
1-5
Forward the lead to the ('6\VWHPVpartner(partner ID 300864). Note: Distribution should take place 0DQXDO([WHUQDO.
1-6
What is the current status of the lead now?
You have sent the lead to ED Systems and you now want to know who the contact persons for ED Systems are. Who is the Partner Manager at Ed Systems? Tip: Check the details for Partner ED Systems in 3DUWQHUDQG$FFRXQW0DQDJHPHQW __________________________________________________________________
1-8
Use
Log off the portal of Channel Manger Eric Luckins.
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At the conclusion of this exercise, you will be able to: • In the role of a PC4YOU partner, accept the lead
Only Partner SAP
3DUWQHU3RUWDO
2-1
In the People-Centric UI, use the following link to log onto the Partner Manager Portal as Logan White: User: (provided by your course instructor) Password: ZHOFRPH Check whether :HOFRPH/RJDQ:KLWH appears in the portal.
2-3
In the Workflow Inbox, look for the lead you just created and sent (lead for group ##)
Note: Choose +RPH→2YHUYLHZ Screen Area: :RUNIORZ,QER[
2-4
Read the description and branch to the details for the lead. To get to the details, you scroll to the end of the Workflow Inbox, to the Included Objects area of the screen, from which you can branch to the lead.
2-5
Go back to the Workflow Inbox and accept the lead.
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Use the creation date to search for the lead (note: Enter the date in the format MM/DD/YYYY). Select the lead for your group only (lead for group ##). You may have to navigate to the next screen to find this.
Note: Choose +RPH→2YHUYLHZ Screen Area: :RUNIORZ,QER[
SAPCRM
Partner
2-2
SAP
Use
Logan White logs on directly to the partner portal of PC4YOU. There he finds all the necessary information, including the lead previously created by Eric Luckins and forwarded to ED Systems.
Use
Internal
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Logan White is the sales representative at ED Systems, the reseller of PCs from PC4YOU.
6-17
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At the conclusion of this exercise, you will be able to: • In the role of an end customer, place an order in the Web shop and select the partner(s) you want to deliver the products
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&ROODERUDWLYH6KRZURRP
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Enter the Collaborative Showroom via the following URL: The URL for the Collaborative Showroom is available from your course instructor.
3-2
SAP
Browse through the shop catalog and buy the following two products.
Use
Add these to your shopping basket: • HT-1001 (Notebook Basic 17) • HT-1055 (Multi Print) 3-3
Navigate to the shopping basket.
3-4
Search for a partner who is processing the order and choose the organization (XUR&R
Only
3-5
Check the availability/prices of the desired items for the desired partner. Which product is not available in the range of the company EuroCo? __________________________________________________________________
3-6
Is this product available from other enterprises? Choose the organization that can provide the product at the earliest date. __________________________________________________________________ Select /LPH&RPSXWHUVfor the product HT-1055 so that different partners process the two order items.
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Enter the Web shop as a consumer. Fill the Web shop shopping basket and select a suitable partner. Order the content of the shopping basket.
Use
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Internal
Within the collaborative showroom scenario, a Web shop order is assigned to a partner. The partner then performs the rest of the order processing.
6-19
3-7
Order the content of the shopping basket. For the registration you use the e-mail address of Sandra ##Turner CRM##
[email protected] (## stands for your group number) with the password ZHOFRPH, or you use the e-mail address that you entered in Unit 5 (exercise 3-1).
3-8
Check the order confirmation and note the two order numbers. __________________________________________________________________
3-10
Switch to 0\$FFRXQWand check the order status of both orders. __________________________________________________________________
3-11
Log off.
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Select the ,QYRLFH payment method and accept the *HQHUDO7HUPVDQG&RQGLWLRQV. Close the order transaction by ordering.
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Perform the order transaction for each of the partners.
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In the People-Centric UI, use the following link to log onto the Channel Manager Portal as Eric Luckins: User: (provided by the course instructor) Password: ZHOFRPH Check whether :HOFRPH(ULF/XFNLQV appears in the portal.
1-3
Create a lead.
Path: 6DOHV&\FOH→/HDGV •
Use
Enter the 6DOHV3URVSHFWMedia Store(partner ID 3271). Use the input help and search for the sales prospect0HGLD6WRUH(partner ID 3271) by entering 0HGLD in the 1DPH/DVW1DPH field. Choose *Rto start the search and then select and transfer the search result to your document.
•
Enter 10 items of the product HT-1000. On the 3URGXFWVtab page, choose $GG(QWU\and enter +7(Notebook Basic 15) in the 3URGXFWfield and in the 4XDQWLW\field. Save the lead you created by choosing 6DYH
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Enter the 'HVFULSWLRQ/HDGIRU*URXS(## stands for your group number).
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Partner
/HDG0DQDJHPHQW&KDQQHO0DQDJHU3RUWDO
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What is the transaction number (transaction ID) and the current status of the lead that you just created? Note: The transaction ID is shown on the Details document. The current status of the lead is shown on the /LVWdisplay form. On the 'HWDLOV tab page in the 7UDQVDFWLRQ,'field, the current transaction number is shown or can be displayed as an information message. The current status of the lead is shown on the /LVWdisplay form. Choose *R7RÆ/LVW The status 2SHQcan be seen in the 6WDWXVfield. Forward the lead to the ('6\VWHPV partner (partner ID 300864). Note: Distribution should be 0DQXDO([WHUQDO. Do not forget to VDYHyour document again.
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You have sent the lead to ED Systems and now you want to know what contact persons there are for ED Systems. Who is the Partner Manager at ED Systems?
3DUWQHUDQG$FFRXQW0DQDJHPHQW→3DUWQHUV
Choose the )DYRULWHVview RUXVH6KRZ$GYDQFHG6HDUFKWRILQG('6\VWHPVE\HQWHULQJ(' LQWKH1DPH/DVW 1DPHfield. Choose ('Systems and choose the detailed view (*R7RÆ'HWDLOV).The 5HODWLRQVKLSVtab page contains the contact partners for ED systems. They are Diane Drake and Logan White. Logan White is the Partner Manager. 1-8
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Log off the portal of Channel Manger Eric Luckins.
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Internal
Tip: Check the details for Partner ED Systems in 3DUWQHUDQG$FFRXQW0DQDJHPHQW
Partner
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What is the current status of the lead now?
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To copy the distribution data to the document, choose &RQILUPand save the document by choosing 6DYH
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You must have selected the list display form. Choose 'LVWULEXWHChoose the 0RGH 0DQXDO([WHUQDOand use the input help in the 3DUWQHU,'field to search for (' 6\VWHPV(partner ID 300864). You can find this by entering (' in the 1DPH/DVW 1DPHfield. Choose *Rto start the search, then select and transfer the search result.
Internal
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In the People-Centric UI, use the following link to log onto the Partner Manager Portal as Logan White: User: (provided by the course instructor)
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Password: ZHOFRPH
2-2
Check whether :HOFRPH/RJDQ:KLWH appears in the portal.
2-3
In the Workflow Inbox, look for the lead you just created and sent (/HDGIRU*URXS)
Note: Choose +RPH→2YHUYLHZ Screen Area: :RUNIORZ,QER[
SAP Use
Use the creation date to find the lead. Select Creation Date from the Get dropdown box and enter the date. You must enter this in the format MM/DD/YYYY. Read the description and branch to the details for the lead. To get to the details, you scroll to the end of the Workflow Inbox, to the Included Objects area of the screen, from which you can branch to the lead. Choose the object name /HDGIRU*URXSDetails of the lead are then displayed by hyperlink in the summarized display format. If you want to display the details, choose *R7RÆ'HWDLOV
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Go back to the Workflow Inbox and accept the lead
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6-23
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Choose +RPH→2YHUYLHZ Screen Area: :RUNIORZ,QER[
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Enter the Collaborative Showroom using the following URL:
Partner
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Navigate to the>6KRSSLQJ%DVNHW@.
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Search for a partner who is processing the order and CKRRVHthe organization (XUR&R
Check the availability/prices of the desired items for the desired partner. Which product is not available in the range of the company EuroCo?
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Browse through the shop catalog and add the following two products to the shopping basket: • HT-1001 (Notebook Professional 17) • HT-1055 (Multi Print) Choose $GGWR6KRSSLQJ%DVNHW
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Choose 6WRUH/RFDWRUand search by choosing $//
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Is this product available from other enterprises? Choose the organization that can provide the product at the earliest date. Yes, it is available from other organizations. To determine this, choose )LQGDQHZ SDUWQHUIRUWKLVLWHPfrom the HT-1055 product line. On the next screen you see that the companies /LPH&RPSXWHUVand3DFLILFTechnology can deliver this product. Lime Computers can deliver the product HT-1055 faster
&KRRVH /LPH&RPSXWHUVfor the product HT-1055 so that different partners process the two order items.
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3-6
Partner
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3-2
Internal
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The URL for the Collaborative Showroom is available from your course instructor.
3-7
Order the content of the shopping basket.
To place an order, you have to log onto the Web shop. Choose /RJRQ For the registration you use the e-mail address of Sandra ##Turner CRM##
[email protected] (## stands for your group number) with the password ZHOFRPH, or you use the e-mail address that you entered in Unit 5 (exercise 3-1).
Select *R7R&KHFNRXW (to place the order).
Select the ,QYRLFHpayment method, &RQWLQXH, and accept (select) the *HQHUDO7HUPV DQG&RQGLWLRQV. Close the order transaction by ordering (choose 2UGHU). Check the order confirmation and note the two order numbers. Order numbers:
3-10
3-11
Switch to 0\$FFRXQW and check the order status of both orders.
The status for both orders is 2SHQSelect 0\2UGHUV
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Log off.
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SAP
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Perform the order transaction for each of the partners.
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As a sales representative for your company, you use the various tools for your accounts: You create an opportunity after having visited a customer, perform customer-related activities, and finally turn the opportunity into a quotation. As an employee responsible for shipment, you use the SAP ERP system to complete the delivery of orders placed using the various channels, such as the E-Commerce Web shop.
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360 Degree Visibility: mySAP CRM delivers an unrivalled, comprehensive view of each sales opportunity by providing complete information about prospects, customer histories, milestones, key decision-makers, tasks, activities, and progress.
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Multi-Channel Optimization: Gives sales team members (regardless of their role or location), partners, and customers immediate access to all critical information ensuring an integrated and consistent experience regardless of the channel used. Real-Time Visibility: Front office and back office are seamlessly linked ensuring real-time visibility of critical back-office information for optimized front-office transactions.
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Closed-loop Interaction Cycle: Provides companies with an insight into the entire customer life cycle – from the moment a lead is identified, to planning necessary tasks and activities, providing a quotation, entering an order, and finalizing and managing the billing cycle and fulfillment process.
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y A customizable fact sheet that provides important Key Performance Indicators (KPIs)
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Linking master data processing and integrating transaction data in Account Management provides an ideal basis for preparing targeted and customer-oriented visits.
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An employee application in People-Centric CRM is shipped with mySAP CRM, which allows you to search for employees and to edit employee data. This application is specially designed to show an organization’s data about an employee (business partner of the type 3HUVRQ) and also integrates information such as an account overview (that is, the accounts for which the employee is responsible). Account and Contract Management is particularly useful for sales employees or mangers who work with the system only occasionally to prepare or postprocess their customer visits.
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y Quick access to key account information, including overviews of critical relationships, sales documents such as quotations and contracts, and complete customer interaction histories including inbound and outbound calls, e-mail exchanges, written correspondence, on-site visits, meetings, and presentations.
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Key Account and Contact Management functions of mySAP CRM include:
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Key Activity Management functions of mySAP CRM include: y Ability to schedule and manage simple and complex tasks y Ability to define and access customer activities, including all communication transactions, such as appointments, dates, telephone calls, e-mails, letters, and meetings y Seamless integration into all business transactions allowing basic functions to be used in each phase of the CRM process and sales cycle y An activity journal to record, update, and track critical customer information gathered from each customer interaction, including feedback on requirements, products, and services discussed. y Ability to integrate many different areas of data and create surveys. For example, pharmaceutical companies could use such surveys to track the batch and product numbers of free samples offered during customer visits. Retailers, on the other hand, could record the costs of campaigns and other details. y Two-way synchronization of mySAP CRM activities and calendars with Microsoft Outlook or Lotus Notes, ensuring that sales employees can view their CRM calendars in third-party solutions as well. y Tour planning and activity scheduling can be used to select business partners and create activity proposals for them, which are immediately shown in the calendar.
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Activities can be divided into interactions (with reference to a business partner) and tasks.
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SAP CRM Activity Management can be integrated with the Microsoft Exchange Server 2002 (Outlook) and Lotus Domino (Lotus notes), Release 5.0.3+.
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When you create or change an activity (contact or task) in SAP CRM Activity Management, it is saved in the database as a Messaging Business Document (Bdoc) and sent to Middleware. Middleware calls adapters and sends the activity to the map box. It is then converted to iCalendar format so that it is compatible with the groupware applications. Groupware integration with CRM Enterprise is server-based, meaning the data is exchanged automatically in the background without having to be triggered by the user.
© SAP AG
SAPCRM
7-8
Only
Internal
Use
You can integrate SAP CRM Activity Management with groupware applications (such as Microsoft Outlook and Lotus Notes) to synchronize contacts and tasks in your SAP CRM calendar with your own groupware calendar. Data is exchanged in both directions, enabling you to call up activities and data (such as date, time, location and business partners involved) in your own office management system that you originally entered in the SAP CRM system (and vice versa). This allows you to work more quickly and effectively because you do not have to constantly refer to your CRM calendar or groupware calendar to check appointments and tasks.
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An opportunity goes through a sales cycle that is divided into various SKDVHV In each phase, different activities are carried out. The sales process ends with a sales order, contract, or rejection. With the Opportunity Management functions of mySAP CRM, sales employees can easily: y Plan sales strategies y Assign and manage critical tasks and activities
Only
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An opportunity is a recognized possibility for a company, for example, to sell products or services. The opportunity allows you to view sales projects from the very start and track their progress.
y Identify key decision makers, influencers, and relationships y Monitor competitors y Promote team selling and sales coaching y Predict revenue y Create opportunity hierarchies to link related sales opportunities and projects y Manage complex sales projects more effectively by seamlessly integrating project and resource management capabilities
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y A sales assistant feature, which companies can use to guide sales employees through a structured sales process. This function also supports sales employees in planning their sales activities. With the help of the sales assistant feature, companies can manage and monitor all sales opportunity activities and provide sales representatives with recommended activities and tasks to complete during each phase of the sales process. y A buying center, where users can enter information on people involved in customers’ decision-making processes, including endorsers, decision makers, users, assessors, and coaches. y An opportunity assessment tool, which provides sale representatives with checklists with which they can qualify projects and determine the probability of closing sales. y An opportunity plan, which provides a complete view into the current status and details of an opportunity.
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Key elements and functions of sales methodology in mySAP CRM include:
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Basic elements and functions in Quotation Management include:
y ,QIRUPDWLRQDERXW([LVWLQJ4XRWDWLRQ When you create a new sales order, the system checks whether valid quotations for the customer and the products already exist. If there is only one quotation, the system can immediately assign it to the sales order. Alternatively, it can display a list of all relevant quotations. y 9DOLGLW\ Can be determined manually or by using a date profile at header and/or item level
y &RPSOHWLRQ A quotation is completed if the validity period expires (action), if the customer rejects it, or if its status is changed (for example, if the quotation is accepted).
y $OWHUQDWLYH,WHPV Items can be combined into groups. Only one item of the group can be transferred to an order. y $73&KHFN Calculated according to quotation-specific ATP profile
y $FWLRQV Generate actions (for example, e-mails, workflows or follow-up documents) from application data in accordance with an action definition.
y 'LVWULEXWLRQ Quotations that are created in SAP CRM can be transferred to SAP ERP. These quotations can then be converted into orders in SAP ERP but not in SAP CRM. Quotations managed in SAP ERP are distributed to SAP CRM for information purposes. An error-free quotation created in SAP CRM is copied to SAP CRM Mobile Sales. A quotation created in SAP CRM Mobile Sales is copied to SAP CRM. © SAP AG
SAPCRM
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y 6DOHV3UREDELOLW\ Determines how likely it is that a sales order will be initiated on the basis of the quotation. This is used to forecast sales (expected revenue).
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y ([HFXWLRQRI&UHGLW&KHFN The SAP CRM system uses a Remote Function Call (RFC) to call SAP ERP or another system in which the credit check is performed. SAP CRM displays the overall credit status in the header, sets the credit status at item level, and enters corresponding messages in the application log. If the credit limit has been exceeded, further processing is prevented by the status "Credit Limit not OK". y 8VHRI3D\PHQW&DUGV You can define payment card data in the Business Partner master data and then easily enter it in the sales document. In a sales transaction for which payment is made with a payment card, the system carries out an authorization check with a clearing house. The settlement with the clearing house is executed in the ERP system. y $YDLODELOLW\&KHFN The following options are supported: the availability check of products in SAP SCM; the rule-based availability check in SAP SCM; the availability check in SAP ERP; and product availability information in SAP SCM or SAP ERP. y 3URGXFW/LVWLQJDQG([FOXVLRQ 335V A partner/product range (PPR) is a combination of business partners and products that is valid in predefined scenarios for a specific time. y ([SORVLRQRI6WUXFWXUHG3URGXFWV Single-level explosion of structured products in sales transactions
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Important functions in Customer Order Management include:
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y &RPSOHWLRQ5XOHV Integration of contracts between SAP ERP and SAP CRM: y Contracts usually apply on a long-term basis. Customers who want to use SAP CRM as their main contract management system can transfer contracts from the SAP ERP system to the SAP CRM system. - You can execute an initial data transfer to replicate all existing SAP ERP contracts to SAP CRM. - New or changed contracts are then transferred automatically from the ERP system to the CRM system. - In this way you can display contracts from SAP ERP in the SAP CRM system and release products from these contracts. - Contracts are continually updated with the correct released quantities or values in both systems
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y 3ULFLQJ$JUHHPHQWV Can be defined at header or item level
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Sales orders can be transferred to the SAP ERP system only if they have been processed completely and without error.
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After successful billing, the relevant billing status is set.
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Once the delivery has been made in the SAP ERP system, you can check it by viewing the delivery status of the order in the SAP CRM system.
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Even transactions with errors can be saved in the SAP CRM system and are available for further processing.
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Offers an effective tool for efficient sales administration: y Commission can be calculated at a transaction level (a unique attribute of SAP’s solution). y Complex calculation schemes and various parameters can be taken into account when calculating incentives. y Centralizes processing of data from different operational areas, since Incentive and Commission Management can centralize all data related to incentive management especially in industries with multiple and heterogeneous legacy systems. y Up-to-date visibility of the compensation status at any time, both for the compensated work force (Sales Manager and Sales Representative) and for management.
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The ,QFHQWLYHDQG&RPPLVVLRQ0DQDJHPHQW(CRM-ICM) business scenario delivers an incentive management application, administration interface, and end-user interface. Planning administrators can use the application to create complex compensation plans and manage these after implementation. In this way, organizations can adapt incentive programs quickly and dynamically to the changing conditions of today’s business environment. Sales staff can easily track their current performance and model potential commission from their sales pipelines. Being able to project the amount of commission themselves allows sales staff to identify the opportunities that ensure that both personal goals and corporate objectives are achieved.
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You have a chance to sell notebooks to a customer and want to use the sales methodology to create a sales document of the 2SSRUWXQLW\ type. Later on, you want to convert this opportunity into a quotation. The quotation is accepted by your customer and results in a follow-up order. 1-1
Creating various sales transactions:
1-1-1 Use the sales methodology (transaction type 6DOHVPHWKRGRORJ\) to create an opportunity.
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Enter the following data:
Press ENTER, save the opportunity, and note the transaction number. ____________________________________________________________
1-1-2 Create a follow-up activity using the Sales Assistant.
Open the opportunity that you just created and choose the 6DOHV$VVLVWDQWtab page Mark and activate the action *DWKHU,QIRUPDWLRQRQ&XVWRPHU.
Save the opportunity.
Go to the 'RFXPHQW)ORZtab page. (You have to scroll to the right using the 1H[W3DJHicon to display this tab page.) Note that there is a task as a follow-up document. © SAP AG
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Enter the product HT-1010 and the quantity 10.
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Create a quotation as a follow-up transaction for the opportunity.
1-2-1 Choose )ROORZ8S$FWLYLW\in the header area of the opportunity. Within the selection, choose 4XRWDWLRQ 2UGHU .
On the ,WHP6HOHFWLRQ tab page, 7UDQVIHU the product to the quotation. Save the quotationand note the transaction number. ____________________________________________________________
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1-3-1 Choose )ROORZ8S$FWLYLW\in the header area of the quotation. From the dropdown list, choose 6DOHVÆ7HOHVDOHV Save the order and note the transaction number.
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1-3-2 Use the document flow or the status overview to check that the order has been transferred to the ERP system. ___________________________________________________________
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On the ,WHP6HOHFWLRQtab page, Transfer the product to the order.
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On the 3URGXFWVtab page, choose $GG(QWU\and enter the following data: 3URGXFW +7 4XDQWLW\
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Choose 1HZ and then select the transaction type 6DOHV0HWKRGRORJ\
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Start the People-Centric UI. Logon information is available from your course instructor.
Press ENTER, save the opportunity, and note the transaction number.
Open the opportunity that you just created and choose the 6DOHV$VVLVWDQWtab page Select and activate (choose $FWLYDWH)the action *DWKHU,QIRUPDWLRQRQ &XVWRPHU Save the opportunity.
Go to the 'RFXPHQW)ORZtab page. (You have to scroll to the right using the 1H[W3DJHicon to display this tab page.) Note that there is a task as a follow-up document. © SAP AG
SAPCRM
7-19
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1-1-2 Create a follow-up activity using the Sales Assistant.
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Create a quotation as a follow-up transaction for the opportunity.
1-2-1 Choose )ROORZ8S$FWLYLW\in the header area of the opportunity.
From the dropdown list, choose &UHDWH4XRWDWLRQ→ 4XRWDWLRQ 2UGHU .
On the ,WHP6HOHFWLRQtab page, Transfer the product to the quotation. Save the quotationand note the transaction number.
Go to the 'RFXPHQW)ORZtab page. (You have to scroll to the right using the 1H[W3DJH icon to display this tab page.)
Answer: No, quotations that were created in SAP CRM are not transferred to the ERP system by default. There is only one quotation document listed; there is no replicated quotation which would indicate it had been transferred to ERP
Now create an order as a follow-up transaction for the quotation.
1-3-1 Choose )ROORZ8S$FWLYLW\in the header area of the quotation.
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1-2-2 Use the document flow or the status overview to check if the quotation has been transferred to the ERP system.
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Answer: Yes, the order created in SAP CRM is transferred as a replicated document to the ERP system and is available there for further logistical processing (such as delivery, picking, or goods issue).
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1-3-2 Use the document flow or the status overview to check if the order has been transferred to the ERP system.
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Save the order and note the transaction number.
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Enter the following data:
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Open the opportunity that you just created and choose the 6DOHV$VVLVWDQWtab page Select and activate the action *DWKHU,QIRUPDWLRQRQ&XVWRPHU and choose .
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Branch to the 3URGXFWVtab page and enter the following data: 3URGXFW: +7 4XDQWLW\
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From the SAP Easy Access menu, choose 6DOHV→0DLQWDLQ2SSRUWXQLWLHV From the menu, choose %XVLQHVV7UDQVDFWLRQ→&UHDWH(or in the Locator setting, choose &UHDWH7UDQVDFWLRQ) and then choose 2SSRUWXQLW\→6DOHV 0HWKRGRORJ\
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1-1-1 Create an opportunity using the sales methodology.
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Create a quotation as a follow-up transaction for the opportunity. 1-2-1 Choose 2UGHU
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Answer: No, quotations that were created in SAP CRM are not transferred to the ERP system by default.
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Now create an order as a follow-up transaction for the quotation.
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Answer: Yes, the order created in SAP CRM is transferred as a replicated document to the ERP system and is available there for further logistical processing (such as delivery, picking, or goods issue).
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As an Interaction Center Agent, you receive an incoming phone call from a Web shop customer who is having problems with notebooks that were delivered.
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Using the browser features with regard to Zero Footprint applications makes it easier for customers to use this application for every user, who can benefit from support functions such as scripting or telephone support. Like the IC WinClient, the IC Web Client is designed to support professional users in the interaction center with quick response times. The IC Web Client provides companies that work in a heterogeneous environment (that is, with a number of different means of communication and e-mail or Web servers) with consistency for the user through a homogenous user interface. The costs for training the agents are also reduced, since your entire communication infrastructure is covered by a single uniform group of control elements.
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The IC WinClient builds on the screen-based applications from SAP and utilizes all the possibilities of a Windows-based desktop. Since you have complete control over the options available on the desktop, agents who are familiar with SAP applications can work almost entirely without a mouse and can use the integration with Microsoft Office applications very effectively. SAP customers who use the Interaction Center value both the linear scalability and the reaction time of under a second.
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In the application area, you can process business transactions (such as sales and service orders), start call lists and interactive scripts, or perform a detailed search for business partners, products, and transactions in the customer' s interaction history. The navigation area enables agents to start transactions and navigate between different screens.
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The alerts generated by the alert modeler are displayed for the agents (for example, automatic suggestions or reminders).
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The user interface of the Interaction Center WinClient comprises the following components: y Business partner: Here the business partner and contact person are identified either automatically or manually. You can use various data to search for business partners on the %XVLQHVV3DUWQHUtab page in the application area. Here you can make address changes in master data. y Agent dashboard: Here the system displays telephony data for the agent (for example, number, name, and status of the actual call). y Scripting and messaging: Here you can display short information based on events or system activities, as well as information the IC manager sends to the agents using the broadcast messaging service. y Action box: Here you can call various functions using pushbuttons or menus. You can access hidden tab pages in the application area, transactions in the mySAP CRM system, transactions in other SAP systems (R/3, APO), and Internet and intranet pages. In each of these transactions, you can transfer parameters such as business partner ID or address. y Navigation area: The interaction history for the business partner is displayed here. A selection of product suggestions is also provided based on various strategies (such as top ’n’ products, cross, up, and down-selling, or accessories). For service scenarios, you can also view the customer’s installation. Application area: The tab pages of the application area can also described as workspaces. Various tab pages can be used, such as Transaction processing: Here you can create, change, and display all kinds of business transactions such as opportunities, activities, sales, and service transactions. Incoming and outgoing e-mails, fax and SMS messages, chat requests from the internet, and so on. Solution database, Internet and intranet pages. The function bar contains pushbuttons for the telephony functions.
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The Interaction Center supports all the CRM strategies, such as:
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y Telephone: incoming and outgoing calls, routing, call lists, CTI (Computer Telephony Integration) connection y E-mail, fax, SMS y Internet: inclusion of Internet and intranet pages, co-browsing, call-me-back function, Web chat, Web telephony In both the WinClient and Web Client user interface, you can control which of these functions are used by individual agents, agent groups, or entire call centers by assigning individually configured profiles.
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The Interaction Center also supports communication over a number of communication channels:
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In telemarketing, marketing campaigns are carried out by coordinating call lists and scripts with agents and outbound dialers. Scripts and surveys are used to guide agents through interaction with business partners. The qualification of leads is also supported. Telesales includes processing both incoming and outgoing orders. This is supported by product suggestions, such as Top n Products and Cross-Selling. Quotations for customers and value and quantity contracts can also be processed. Opportunity Management contributes to the success of more complex or long-term sales projects. Customer Service enables help desks to manage cases and complaints for customer service & support situations. The my SAP CRM Interaction Center provides a complete range of service functions for processing customer requests. y The knowledge search helps agents to find a solution and forward it to customers by phone, e-mail, or chat. y Complaints and service orders also include the warranty search. Complaint management allows you to trigger follow-up actions like return processing and in-house repair, subsequent deliveries free of charge, and credit memos. y Agents can check entitlements, understand what products and services the customer has, and schedule appointments based on time preferences of the customer, and the qualifications and availability of service representatives.
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The script provides question and answer alternatives, which the agents can use during their conversations with the customer. The script can call up specific transactions, depending on the customer’s answer. Thus the script can, for example, branch to the processing of sales orders. In addition to transactions in mySAP CRM, the script can call up transactions in other SAP systems (R/3, APO), and Internet and intranet pages.
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Interactive scripting helps the agents in their communication with business partners. Agents can select and call these scripts manually. Scripts can also be linked to marketing campaigns so that when calls are made in connection with a certain campaign, the script opens automatically. Scripts can also be launched automatically driven by events.
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To illustrate the knowledge search, this slide uses a customer inquiry that is e-mailed to the Interaction Center.
y The agent can enhance or restrict the range of the text search by assigning the problem to predefined categories. An unlimited number of categories and attributes can be freely defined as a hierarchical system. y Solutions are assigned to the problems determined in the database. Consequently, the agent receives a list of search results containing symptoms and solutions ordered by their relevancy to the texts and attributes. y The agent selects one or more solution proposals, copies them, and inserts them in the e-mail reply to the customer. y Feedback from the customer and/or agent is used to continually optimize the search for a solution.
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y The knowledge search uses the entire text of the e-mail. The agent can optimize the search by reducing the text to the relevant parts. The text is automatically matched with the problems saved in the database. The text search also contains a phonetic search.
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The Knowledge Search uses the problem description given by the customer by phone, fax, e-mail, or chat. This text is then used to search for suitable solutions that can be passed on to the customer. The knowledge search can also be used by customers and field sales representatives, and as an Internet selfservice.
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In this overview you can display the following:
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y Alerts (either as texts or symbols) that inform you if the threshold values you configured have been exceeded or not reached Apart from the information shown in the overview, this iView also displays detailed information for every single agent in the team. For example: y The queue in which the agent is currently working
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y Individual calls can be removed from, added to, or moved to other lists manually.
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y Call lists that have been created separately can be assigned to each other.
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The call lists are then assigned to the relevant organizational units, positions, or even individual users for processing.
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You can monitor the processing of the call lists using different key figures (size of the call list, number of open and completed calls, and so on). The call finally needs to be activated.
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y Synchronizing call lists means that the agent can specify the time frame and, in addition to the main business partners, select the appropriate contact persons. When processing the call list, the agent can then choose whether to call the main business partner or one of the contact persons (context menu).
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1-2-3 &RQILUP the identified business partner (or press ENTER again).
The business partner ordered notebooks on the Internet a few days ago. ##Turner tells you that the notebooks sometimes output the error (UURUPHVVDJH for no reason and then shut down. Use the knowledge search to find a solution to the customer' s problem.
1-3-1 Select .QRZOHGJH6HDUFKin the navigation bar.
1-3-2 Enter (UURUPHVVDJH in the field for the search terms and choose 6HDUFK (bottom left of the screen). The search result is displayed on the right side of the screen. The first solution assumes that the battery is empty and suggests connecting the notebook to the mains supply. ##Turner wants to try this solution and call back if it does not solve the problem. © SAP AG
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In an alternative scenario for the Interaction Center WinClient, you create a complaint on the basis of the customer’s problem.
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A business partner calls the Interaction Center because he is having problems with some notebooks that he bought a few days before on the Internet. You use the information search to find a solution to the customer’s problem.
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The phone call with Sandra Turner is now finished, but now you want to document the incoming call and the suggested solution.
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If the customer calls again because of the same problem, every agent can find the call and the suggested solution already recorded in the customer’s interaction history.
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If you wish to familiarize yourself with the Interaction Center WinClient, you can run through the following scenario. Here we also describe an incoming telephone call from the business partner ##Turner, who ordered a number of notebooks on the Internet a few days ago. Now ##Turner is having problems with the power connections of the notebooks.
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From the interaction history, select the sales order (by double-clicking) that the customer placed on the Internet a few days ago. The order is then displayed in the tab page on the right of the screen.
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Create the complaint transaction Complaint ERP Billing as a follow-on document for the sales order above.
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First identify your business partner in the Interaction Center. Enter ##7XUQHU in the 1DPHfield and press ENTER. Confirm the search result by pressing &RQILUP6HDUFK 'DWD. The contact history of the business partner is displayed in the locator (tab page on left).
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1-9
From the interaction history, select the sales order (by double-clicking) that the customer placed on the Internet a few days ago.
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Create the complaint transaction Complaint ERP Billing as a follow-on document to the sales order above.
Select the item on the item selection screen and choose &RQILUP. Save the complaint document.
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Service contracts are long-term agreements between companies and customers. A service contract guarantees customer specific services within specific tolerance limits of given parameters, such as within a specified time period. The guaranteed services are represented as service products (such as maintenance, hotline), which are defined in the individual contract items. They can be of type 9DOXHor 4XDQWLW\ Processing service orders relating to the service contract at item level is controlled by Service Level Agreements (SLAs). SLAs are monitored by actions. Objects that have a service entitlement are contained in the object list. The list can contain products, individual objects, installed bases, or installed base components. Valid service contracts are checked automatically when service and repair orders are processed. CRM Billing is used to bill a service contract. A billing request is generated from contract items according to a billing plan. Service contracts from SAP CO are integrated with the SAP R/3 cost accounting object, which gathers revenues from the billing plan of the contract and the costs from the service orders relating to the contract. Analysis of the adherence to the SLA: y Determining the level of adherence to the fulfillment deadlines defined in the SLAs y Overview of delayed and punctual services y Monitoring the adherence to deadlines for services and data provision for quality analysis in service organizations A service contract quotation can be a preceding document to a service contract.
Partner
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SAP
SAP AG 2004
X
Use
Definition y Functional enhancement to the service contract. In the service plan, services and follow-up transactions that are to be carried out regularly are entered, and service intervals and planned dates are calculated and monitored. y Using scheduling based on time intervals or counter readings, the service plan creates maintenance call objects such as a service order or a quotation.
X
Only
y To model a service plan in the service contract, create a service plan item at item level. Usage y You can use a service plan to plan and organize periodic services that should be provided regularly at certain intervals (for example, regular maintenance or providing quotations). y Service plans help you to save costs incurred by unforeseen losses, improve your service planning and the transparency of these services, and plan resources such as personnel or material more efficiently.
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SAPCRM
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Service plan
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The customer reacts to a marketing campaign and requests a quotation for a range of products and services. The service representative creates a quotation for the products and services requested and communicates this to the customer by phone or e-mail.
X
The customer accepts the quotation. The service representative converts the quotation into a service order and releases it.
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SAP
SAP AG 2004
Use
Internal
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The resource planner assigns field service tasks to one or more of the field service representatives.
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The field service representative carries out the work for the customer and confirms the time, material consumption, and so on.
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The service manager checks and approves the confirmation data and decides which costs should be billed to the customer. The service manager triggers billing for the customer and analyzes the complete service-order processing cycle.
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SAP AG 2004
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You can display and evaluate costs and expenses for a service, for example, for each product category or service organization.
Costs are updated only for delivery-related billing. y The service confirmation posts the costs of resources used in either the event object or the internal order. y You can display and evaluate costs and expenses for a service, for example, for each product category or service organization.
© SAP AG
SAPCRM
9-9
Only
X
Prerequisites: You are using mySAP Financials and CRM Billing. Services are billed using CRM Billing. The costs are posted in either the event object or the internal order.
Partner
In mySAP Financials, you can use the integration of service transactions with Controlling to transfer CO-relevant data from the CRM system into an SAP R/3 system. This allows you to analyze the entire value flow (including costs and overheads) for services and sales orders.
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Business Warehouse Analysis and Planning Market & Customer Knowledge
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Customer invoices are created in the billing section of mySAP CRM. One or more billing due list items are transferred to a billing document. You can create the billing document with reference to the delivery or to the sales order. It is also possible to create billing documents with reference to contracts. You enter the relevant settings in Customizing. The delivery-related billing is described in the following.
y mySAP CRM changes the status of the sales order to "billed" and transfers the status change to SAP R/3 SCE. y You send the invoice to the customer. You can send the invoice to the customer in electronic form or as a printout. y You release the billing document for transfer to SAP R/3 Financials. The data can also be transferred automatically by the system to SAP R/3 Financials. The system posts the accounting document in SAP R/3. The billing document and the actual revenue are posted in SAP R/3 Financials and in SAP R/3 Controlling. The costs and revenues are compared in the profitability analysis in the contribution margin scheme. The revenues and sales are transferred to SAP BW for evaluation.
© SAP AG
SAPCRM
9-10
Only
y You create a billing document in mySAP CRM: The item type in SAP CRM has an indicator for billing in SAP CRM, which is also replicated to SAP R/3. Thus, SAP R/3 does not carry out billing in SAP R/3 after the delivery and goods issue, but transfers the delivery data (including costs for the costing-based profitability analysis) back to SAP CRM. SAP CRM collects items that have been delivered in part or in full in the billing due list. You call the billing due list in SAP CRM. You create a billing document by selecting the relevant items from the billing due list.
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Product service letters are documents that contain previously identified or potential defects that occur or are likely to occur in a product, along with instructions on the necessary steps to eliminate these defects. Product service letters are either issued by the manufacturer and forwarded to the merchant, or the merchant creates them directly. There are the following kinds of product service letters: y Security PSLs (callback) y Commercial PSLs (removal of potential shortcomings)
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y Support PSLs (service bulletins)
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y Create a case
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y Process the case y Create a case hierarchy y Create a service confirmation y Close the case y Perform the necessary billing
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y Analyze the case Note: Case Management is available only in the Interaction Center Web Client and the People-Centric User Interface.
© SAP AG
Partner
With Case Management, customer-service representatives do not have to search multiple data sources to determine the status of ongoing cases. mySAP CRM enables service employees to consolidate and manage related information on an ongoing basis in the form of a case. A case combines service orders, sales orders, complaints, documents, customers, partners, and activities that are related to each other. The service organization has individual entry points for finding various customer information from different data sources, while the service representative has easy access to the status of cases over a long period of time. This slide shows the steps in a typical case management scenario.
SAP
SAP AG 2004
Use
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Warranty check: An automatic check determines whether there is a warranty for customer-specific objects. The warranty information helps you decide what follow-up measures should be taken. For example, you may want the system to create a returns item automatically if there is a warranty. The warranty check is based either on specified warranty conditions for the individual object/installation components, or on the delivery date entered manually.
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© SAP AG
SAPCRM
9-13
Only
X
Reference object: In complaints and returns, you can provide additional information about the product or service that is the object of the complaint by referring to objects at header or item level. You can enter a reference to products, installed bases and their components, or individual objects. Information about the relationship between a product and an installation enables you, for example, to analyze complaints and therefore identify problems relating to the installation in which the product is installed.
Partner
Reference document: You can create a complaint/return with or without reference to a CRM document, for example, a sales order, service order, or billing document. You can create a reference to any document that exists in an integrated system - for example, to billing or delivery documents in SAP R/3. The items selected are transferred from the reference document on the basis of certain copying rules defined in the complaint/returns document. You can provide additional information for an existing complaint document by creating a reference to one or more other documents. You can also create a reference at item level.
SAP
SAP AG 2004
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Internal
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Return Material Authorization (RMA): Every returns operation requires an authorization check for the return of a product sold, and a unique RMA number for the return delivery. The authorization check is supported by a warranty check and the reference to an existing CRM sales order. The unique CRM complaint/returns number, which also exists in SAP R/3, supports the RMA number. Quantity check: An automatic check prevents complaints from being entered for more products or services than were actually sold to a customer. For new complaint or return items, the system also shows the maximum quantity of a product or service that can be entered. You can specify whether the user should get an error message or an information message when the maximum quantity displayed is increased. Prerequisite is a reference to a service order, sales order or billing document.
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At the conclusion of this exercise, you will be able to: • Create a service process • Create a confirmation
A customer has technical problems with a number of notebooks. Neither a search in the solution database nor the Interaction Center Agent was of any help to the customer. Therefore, a technical service representative must visit the customer to inspect the notebooks.
1-1
A customer has a problem with a product that he bought. A service representative has to take care of this. A service process is the starting point for service activities.
SAP
SAP
1-1-1 Create a service process in the People-Centric UI. Logon information is available from your course instructor. Choose 6HUYLFH3URFHVVas the process type.
Enter the following data:
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Release the document, save the transaction,and record the transaction number. ____________________________________________________________
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• Bill the confirmation in SAP CRM
9-17
1-1-2 Confirm the services rendered to the customer. Call the service order that you created in exercise 1-1-1. Create the confirmation. Copy/transfer the item from the service process into the service confirmation with the &RS\7UDQVIHU function. Set the status of the service confirmation to &RPSOHWHG Save the confirmationand note the transaction number.
1-1-3 Then bill the service confirmation. Use the ##Turner sold-to party to select the worklist for billing.
Use
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Note: If you want to carry out this part of the exercise in People-Centric UI, you have to log on as a billing administrator. Logon information is available from your course instructor.
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A customer has a problem with a product that he bought. A service representative has to take care of this. A service process is the starting point for service activities. 1-1-1 Create a service process in the People-Centric UI. Logon information is available from your course instructor.
Enter the following data 6ROG7R3DUW\ 7XUQHU
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Switch to the 3URGXFWV tab page and add the following entry (choose $GG HQWU\):
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SAP
SAP
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Choose 6HUYLFH3URFHVVas the process type.
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1-1-2 Confirm the services rendered to the customer. Call the service process that you created in exercise 1-1-1.
Choose 6HUYLFH3URFHVVLQJfrom the top level of the navigation bar. On the second navigation level, select 6HUYLFH2UGHUV.
Search for your service process using the main search function by entering 6HUYLFH2UGHUVin the 6HDUFKIRUsection and the 'HVFULSWLRQ 6HUYLFH 3URFHVV Select your service activity, choose )ROORZXS$FWLYLW\and then &UHDWH &RQILUPDWLRQ→&RQILUPDWLRQ
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Save the confirmationand note the transaction number.
Use
1-1-3 Then bill the service confirmation. Use the ##Turnersold-to party to select the worklist for billing.
SAP Use
Choose 6KRZ$GYDQFHG6HDUFKand select your worklist by choosing 7XUQHU from the &XVWRPHUfield.
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In the list, select the confirmation in use and choose ,QGLYLGXDO%LOOLQJ'RF
You can then analyze the created billing document using the document flow.
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Use the hyperlink to access your confirmation document, then select the Document Flow tab.
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In the portal, choose %LOOLQJ→%LOOLQJ %LOOLQJ'XH/LVW
SAP
1RWH If you want to carry out this part of the exercise in People-Centric UI, you have to log on as a billing administrator. Logon information is available from your course instructor.
© SAP AG
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Choose 7UDQVIHUto transfer the item from the service process to the service confirmation.
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A customer has a problem with a product that he bought. A service representative has to take care of this. A service process is the starting point for service activities. 1-1-1 Create a service process in the SAP GUI.
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Confirm the data with ENTER, choose 5HOHDVH,WHP save the service process with the 6DYHbutton, and note the transaction number.
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1-1-2 Confirm the services rendered to the customer.
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6$30HQX 6HUYLFH→0DLQWDLQ6HUYLFH3URFHVVHV There are two options for calling up an existing service process:
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SAPCRM
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Set the status of the service confirmation to &RPSOHWHG Savethe confirmation and note the transaction number (6DYHbutton).
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Note: You can also look at the document flow by selecting )ORZ.
Choose 6HUYLFH→ %LOOLQJ→ 0DLQWDLQ%LOOLQJ'XH/LVW Enter your service confirmation transaction number in the Document number field. Select the entry from the worklist and choose ,QGLYLGXDO%LOOLQJto create the billing document.
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Note: You can view the created billing document in detail by clicking the secondary mouse button on the entry in the worklist (with the green traffic light) and choosing 'LVSOD\%LOOLQJ'RFXPHQW
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Save the billing document for the service transaction.
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1-1-3 Then bill the service confirmation.
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y Field Applications comprises the following applications: - Mobile Sales - Mobile Service - Mobile Sales for Handhelds - Mobile Service for Handhelds
© SAP AG
SAPCRM
10-4
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y Using Field Applications, sales representatives and service employees are able to access and update customer relationship data on their notebooks or PDAs (Personal Digital Assistants) while they carry out work in the field.
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y This key capability enables you to utilize marketing, sales, and service functions in an offline environment for sales representatives and service employees who work in the field. To manage customer relationships successfully, companies that have employees working in the field must make sure their employees have up-to-date and complete information about the customers they visit. In turn, new information gathered from field operations must be integrated into the complete customer picture and made available to other company representatives who interact with the customer. Field Applications provides you with a full range of functions and integration capabilities to meet these needs.
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SAP Solution Manager supports you in all phases of the evaluation and implementation. With SAP Solution Manager, you can carry out the following activities in an evaluation and implementation project: 1. Project Preparation: The Roadmaps contain information and procedures for all phases of your implementation project. Work with SAP Solution Manager begins after the evaluation phase. You first use it to define the project by entering administrative data for the project management procedure (for example, details about the project deadlines and resources). You set the project scope and you define the system landscape that you require to implement your solution during the project preparation phase. 2. Business Blueprint: You define a Business Blueprint by documenting the organizational units, master data, business scenarios, and business processes that you require to implement your solution. During the Business Blueprint definition, you read the documentation supplied by SAP and partners, create your own project documentation and assign individual process steps to transactions. 3. Realization: You configure your business scenarios in the development system. You check the test cases delivered with your solution and assign further test cases to individual processes and process steps. You carry out a consistency check for Customizing of the business processes. That is, you check whether the various application components have been changed consistently. You synchronize Customizing with Customizing Distribution. You can organize tests. You can reuse the test cases selected during configuration. You can analyze the project at any time during its course to gain information about the project status and the progress when testing or configuring. 4. Final Preparation - Go Live & Support: Perform remote SAP services and monitor their status. Monitor and manage your systems using real-time alerts displayed in a system graphic, with weekly SAP EarlyWatch Alert Reports and Central System Administration tasks.
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You can download the project structure or a roadmap into MS Project to plan your project using the data in the project structure or roadmap.
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Roadmaps are part of SAP Solution Manager. They contain the standard SAP implementation methodology and cover the most important aspects and phases of a mySAP.com implementation. The Roadmaps provide links to accelerators and tools that perform project tasks.
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The business processes are displayed graphically using SAP Component Views®. CRM Business Content is delivered exclusively with SAP Solution Manager. You can download updated content regularly from SAP Service Marketplace.
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SAPCRM
11-11
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In the current version of mySAP CRM, SAP Solution Manager provides preconfigured CRM content in the form of 280 business processes. We focus on the requirements of 23 industries. Over 90 pre-defined business scenarios with 130 variations are offered in all of the important functions of mySAP CRM solution packages: marketing, sales, service, analytics, field applications, Interaction Center, ecommerce, and channel management. At present, 15 business scenarios are available, which have been especially developed for ten industries. However, the number of pre-defined business scenarios is constantly increasing. The industries covered are Oil & Gas, Consumer Products, Service Provider, Media, Automotive, Pharmaceuticals, Public Services, Public Utilities, Telecommunications, and High Tech.
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SAP CRM 4.0 Business Scenarios are designed to help customers reduce costs, increase revenue, and increase customer satisfaction. They support nested business processes in the areas of sales, service, and marketing, and across various communication channels.
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SAP Solution Manager Operations allows you to configure, manage, and monitor systems and business processes for a solution. You can work with overall solutions as well as individual systems, business processes, and software components. You can also set up your own solution support. SAP Solution Manager (Operations) provides an infrastructure for integrating SAP Support Services and your own system administration activities. As a system administrator, you can: y Perform remote SAP services and track their status
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y Monitor and manage your systems using: - Real-time alerts displayed in a system graphic - Weekly SAP EarlyWatch Alert reports - Central System Administration tasks y Use best practice documents and services relating to Software Change Management y Use Integrated Message Handling for: - Your own internal support organization - Enhanced remote support by SAP
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Service level reports are generated from the aggregated SAP EarlyWatch Alert data that is regularly sent from the satellite systems in your solution to your central SAP Solution Manager system. In SAP Solution Manager, Service Level Reporting: y Is triggered regularly, for example, once each week. This is a simple process and requires no expert knowledge since it is aimed at different areas of management (IT and application management). y Evaluates Key Performance Indicators (KPIs) and derives recommendations for management from them. For example, it can recommend standard SAP services such as SAP EarlyWatch and Solution Optimization Services. y Is based on the EarlyWatch Alert knowledge engine and is linked to relevant SAP services such as SAP GoingLive Check and the SAP GoingLive Functional Upgrade Check
© SAP AG
SAPCRM
11-13
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When you set up Service level reporting, you define the contents of the reports and the frequency with which they are generated.
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Service level reports provide you with a summary of the technical status of the systems in your solution. For example, they provide an overview of the transactions that generate the greatest load. Service level reporting is intended to ensure adequate levels of service for all users in accordance with business priorities and at an acceptable cost. Service level reporting also enables you to manage service levels for business processes. For example, you can define alert thresholds for transactions in a specific business process that is carried out across several systems. Service level reports are then updated with this information.
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Central System Administration: You set up administrative tasks to manage the software components defined in your solution. You can plan administrative tasks. Overview tasks are displayed in the solution overview.
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System Monitoring enables you to integrate real-time alerts from SAP’s Computing Center Management System (CCMS), and to display them in the system graphics for your solution. For system monitoring, software agents collect data that can be used to trigger alerts. The monitoring you configure here will form the basis for Business Process Monitoring.
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Business Process Monitoring includes the observation of: y Business application logs (for example application log, worklist log, and so on)
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y Execution of required periodic monitoring tasks Business Process Monitoring is not only a tool, it comprises: y Detailed procedures for error handling and problem resolution y Precise definition of contact persons and escalation paths y Close integration of the customer’ s support organization
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SAPCRM
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Business process monitoring should detect potentially critical situations as early as possible. The support organization for your solution should also be able to react to problems as quickly as possible. To this end, Business Process Monitoring integrates real-time alerts from SAP’s Computing Center Management System (CCMS) as well as additional alerts based on downloads from the remote systems. These alerts are displayed on the system graphics for your solution.
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The SAP support desk provides:
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y Problem monitoring, resolution, and processing y Escalation procedures y Interface with SAP and partners for message exchange ñ
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An integrated customer solution database facilitates gathering, storing, and reusing customer-specific knowledge.
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In addition, searching for and implementing SAP Notes is facilitated by SAP Service Marketplace and SAP Note Assistant. A number of new features will help you to switch to SAP Solution Manager 3.1 y Powered by mySAP CRM and based on SAP Web AS y State of the art call center and message handling environment y Replaces the SAP R/3 4.6C Advanced Support Desk y Smart Implementation for SAP Solution Manager 3.1 and mySAP CRM for message handling is available y Training and services are offered for implementation and Customizing
© SAP AG
SAPCRM
11-17
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It contains an implementation methodology for the operation of your help desk, and allows for successful capacity planning and service level reporting. ñ
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Additionally, you will learn about the enhancement of the People-Centric UI and the application of customer-specific programming using Business Add Ins (BAdIs).
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You will now use the Implementation Guide (IMG) to configure the mySAP CRM system to meet your own requirements.
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There are two sides to a CRM system:
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The Implementation Guide (IMG) explains the steps in the implementation process, the SAP standard (factory) Customizing settings, and the system configuration activities. The hierarchical structure of the IMG is based on the application component hierarchy and lists all the documentation that is relevant to implementing the SAP system. The main section describes IMG Customizing activities, where the relevant system settings are made. By using SAP Solution Manager within the implementation phase, customers have direct integration with the required Customizing settings for the selected business scenario.
© SAP AG
SAPCRM
11-20
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y Customizing: Using the Implementation Guide (IMG), you can configure the CRM system to specifically map the business process to your needs.
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y Application: A normal user calls transactions to carry out daily work (for example, creating sales orders or accepting complaints as an Interaction Center Agent).
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Example: Your company uses opportunity management. However, the standard opportunity transaction types do not fully meet your specific business requirements. Therefore, you define a new opportunity transaction type and set the relevant parameters to match your business requirements. This should be carried out in a typical business scenario, such as creating an opportunity that may result in a sales order.
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The Customizing example given above will be described in further detail on the following slides. It gives you an idea of how a CRM system can be configured. Several Customizing activities are available.
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Check the standard Customizing for an appropriate entry and, if available, copy it.
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The first step in the example is to create a new transaction type for the opportunity, which fulfills the requirements for the business scenario in question. Usually, this is done by copying an existing entry and changing the relevant parameters in a second step:
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11-22
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Menu path: SAP Menu o Architecture and Technology o Configuration o Customizing o SAP Reference-IMG o Customer Relationship Management o Transactions o Basic Settings o Define Transaction Types.
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An important part of creating a new opportunity transaction type is to change the necessary parameters to meet your specific needs and requirements.
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11-23
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Simply creating a new transaction type is not sufficient to proceed further within the application. Depending on the kind of transaction type and the kind of product used, a special item category will be found. This item category manages further processing. Therefore, you must maintain item category determination.
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Maintain copy control at header and item level so that you can create follow-up documents such as quotations or orders resulting from an opportunity.
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SAPCRM
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Access path: Your sales rep role in the People-Centric UI Æ Acquisition Æ Opportunities Æ Create
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The last step will be to test your newly created opportunity within the application. To do this, select your created transaction type.
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By using Business Add-Ins, customers can insert additional code without modifying the original object. ñ
Menu path: y SAP Menu o Architecture and Technology o ABAP Workbench o Utilities o Business Add-Ins o Definition (SE18) y SAP Menu o Architecture and Technology o ABAP Workbench o Utilities o Business Add-Ins o Implementation (SE19) ñ
BAdI Implementations can also be created from the IMG.
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SAPCRM
11-27
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If Customizing settings and parameters are not sufficient to meet your requirements, Business Add-Ins (BAdIs) can be used for further enhancements.
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At the conclusion of this exercise, you will be able to: • Create a transaction type • Understand the basic settings for the transaction type
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1-1-1
1-1-3
Mark the row and select the &RS\DV symbol.
1-1-4
Enter the abbreviation “Z###” and the description “##TradeFair” (twice).
1-1-5
Confirm the ,QIRUPDWLRQ pop-up window with (QWHU.
1-1-6
Use the appropriate button to switch to the details for the transaction type and enter the action profile 23325781,7
1-1-7
As the sales assistant proposed other actions for the opportunity phase, you must specify the sales cycle. Double-click on $VVLJQ%XVLQHVV7UDQVDFWLRQ 7\SHV and mark the row on the right side. Double-click on the &XVWRPL]LQJ +HDGHU. Set the sales cycle to 1HZ&XVWRPHU.
1-1-8
Save your data. Note: The steps 1-1-6 and 1-1-7 would have been carried out automatically if we had copied the transaction type 2360 (sales methodology).
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SAPCRM
11-29
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Search for the existing transaction type 2337.
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Create a transaction type for an opportunity that contains an action profile for the sales assistant.
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You want to use a new transaction type specially adapted to your trade fair business. You will copy an existing transaction type and use the implementation guide (IMG) to adapt it.
1-2
To use the new transaction type, you have to maintain the item category determination. 1-2-1
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Search (3RVLWLRQ button) for transaction type 2337 and the item category group (,WHP&DW*URXS) 1250. Mark the row and select the &RS\DV icon.
1-2-3
Replace the transaction type 2337 with the new transaction type =. Select (QWHU.
1-2-4
Save your entries.
Test your new transaction type by creating an opportunity of the type 7UDGH)DLU.
Open the portal and switch to &XVWRPHU$FTXLVLWLRQ Æ 2SSRUWXQLWLHV.
Select &UHDWH, select the new transaction type 7UDGH)DLU, and enter the following data:
Description: Sales prospect: Closing date: Phase:
SAP Use Internal
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Note that it is QRW\HWSRVVLEOH to create a quotation as a follow-up document. This is only possible if you have maintained the copy control for business transactions.
SAPCRM
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On the 6DOHV$VVLVWDQWtab page you can now start an action depending on the phase selected. Mark the row and click on $FWLYDWH. On the $FWLYLWLHVtab page, the result of the activation is displayed. Here you can also add additional data for the activity created.
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1-3-3
Note that the 6DOHV$VVLVWDQWtab page is displayed, since an action profile was assigned in step 1-1-1. You can compare the business transaction created with the original opportunity transaction type by selecting the 2SSRUWXQLW\ option after clicking on &UHDWH.
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7UDGH)DLU 7XUQHU 1H[WZHHN Select any phase.
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Appendix-1
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Appendix-3
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Setting: You can save your preferred locator setting under 6HWWLQJV You can also save your own personal entry variation for the locator and the work area. You can save the setting you last selected, or you can save the change or display mode for the relevant application as the screen entry.
© SAP AG
SAPCRM
Appendix-4
Only
Locator function: The locator serves as a search help for data. For example, you can search for a business partner number using a search term. It can also be used as a list function, for example, for work lists. The locator can be fully displayed or hidden, or it can be displayed together with the work area, as above.
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Work area: The work area represents the selected application.
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In the SAP CRM system, a distinction is made between two screen areas of the application: the locator and the actual work area of the application.
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PC4You is a large computer manufacturer that has just installed mySAP CRM. The performance analysis in CRM shows the sales and marketing manager that it is necessary to start an e-mail publicity campaign to penetrate the market more successfully. He sends personalized e-mails to selected customers. The customer receives an e-mail and immediately logs onto the PC4You Web site. He is impressed by the products and immediately orders a PC. Later, the customer wants to add to his Internet order over the telephone.
© SAP AG
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Appendix-5
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The agent uses the customer history in the Interaction Center to quickly find the order and change the customer’s requirements accordingly.
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Appendix-6
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A business partner can only be created once, regardless of the business transactions in which it participates. For example, a company can be a customer and a vendor at the same time but still remains one and the same business partner.
A business partner can also be in contact with other business partners. These relationships can be very different (for example, marriage, contact person, business relationships).
The 6$3%XVLQHVV3DUWQHU component offers functions that map these business processes. You can only create a business partner once in the system, although a business partner can take on several roles. You can also define the different relationships between business partners.
© SAP AG
SAPCRM
Appendix-7
Only
However, a business partner can play a role for an enterprise in a different sense. Depending on the specific business processes in which a business partner participates, the information required on the business partner may vary considerably. For example, for the goods delivery process, information on incoterms and delivery conditions is required; whereas, for the sales order processing, information on delivery dates and payment conditions is relevant.
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Business Partners (BPs) are the focus of business transactions, making them particularly interesting to companies. For this reason, all the relevant information on a business partner must be consolidated and easily accessible. The customer, therefore, needs to have a central and comprehensive view of the business partner.
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The business partner category determines the fields in which the user can enter data. For example, when you want to create a business partner as an organization, one of the fields requires you to enter the legal form, whereas when creating a business partner as a person, you have to enter first name, other names, gender, and so on.
The basis for the definition of a BP role is a business process. The attributes of the BP role depend on the particular business process involved. BP roles are used to determine screen sequence and field control of the BP master records. You can create a business partner with one or more BP roles. Central data, such as name, address, and bank details, only has to be created once.
© SAP AG
SAPCRM
Appendix-8
Only
The information in the grouping field determines whether and how the business partner number must be entered in the business partner field. When you first create a business partner (BP), you must state the BP category and the grouping. If you use a grouping to which a number range with external number assignment has been assigned, you must enter a number in the BP field. In the event of internal number assignment, you leave this field empty.
Partner
The business partner category classifies a business partner as a natural person (private individual), an organization (legal person or part of a legal person, such as a department), or a group (combination of several persons as one person, such as a married couple, family, or house-sharing group). When a business partner is created, a business partner category must be selected. Only one business partner category can be created, and this cannot be changed at a later date.
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Use Internal
y Relationships
y Specific views: Classification, Business Hours, Partner Functions, Excluded Partner Functions, Sales Area Data (Sales, Shipping, Billing) y Fact sheet For business processes that refer to a business partner, the system accesses different areas of the business partner master data. You can maintain different sets of data in various sales areas for the different BP roles that a business partner can fill. Extract from data view of the sold-to party: y Address, Address Overview, Central Data: Organizational Data, Sales Area Data y Classification / Business Hours, Partner Functions, Excluded Partner Functions Extract from data view of the contact person: y Address, Address Overview, Central Data: Personal Data, Status Extract for data view of the employee: y Address, Address Overview, Central Data: User, Status © SAP AG
SAPCRM
Appendix-9
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y General views: Address, Address Overview, Central Data
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In CRM, the following data views are available:
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Various data and data views are available depending on the role selected for the business partner.
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Each relationship can have particular attributes and directions.
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You can assign various UHODWLRQVKLSFDWHJRULHVto a business partner, such as LVFRQWDFWSHUVRQIRULV GHSDUWPHQWRILVPDUULHGWRLVYHQGRUIRULVFXVWRPHURILVFRPSHWLWRURI and so on.
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Appendix-10
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y Data with control functions (such as item category group, which determines the item category of items in a CRM sales order) To control product-specific data, product master data is divided into different product categories such as: y Material: All products in the conventional sense, for example, PCs, tables, lamps, software. y Service: All services, such as maintenance, preventative maintenance. y Financing: Financial products, such as leasing Different product-specific data is obtained according to the selected product category.
© SAP AG
SAPCRM
Appendix-11
Only
SAP Use Internal
y Data that describes the product (such as size and weight)
Partner
The product master is the central source of product-specific data. This data is stored in individual product master records. A product master record contains the data needed for product management. This data can be sub-divided as follows:
SAP
The product master provides information on all products that a company purchases and sells. Products can be material goods (for example, a PC) or non-material goods (such as services like PC maintenance).
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SAP AG 2004
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In product maintenance, the set types assigned to a product appear as sub screens with respective attributes in the various views (on tab pages such as %DVLF'DWD). This additional CRM-specific information can be used, for example, to group products into product catalogs.
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Products can be summarized into hierarchically structured groups, or SURGXFWFDWHJRULHV Product categories allow you to group products according to different criteria (VHWW\SHV). You can maintain freely definable CRM-specific information (attributes) using these criteria (set types).
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SAPCRM
Appendix-12
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SAP AG 2004
Product catalogs are used in SAP Internet Sales. Product catalogs can be freely defined and configured. CRM-specific information and attributes can be used here to help you organize and structure your products. The general structure of a product catalog is characterized by: y Validity period: Period for which the product catalog is valid
y Administration data: Specifies the date of creation and the name of the user who created the object y Different languages and variants can be used by one catalog. y A product catalog can be used in different business scenarios, such as Business-to-Business or Business-to-Customer E-Commerce.
© SAP AG
SAPCRM
Appendix-13
Only
y Basic characteristics list: Lists the characteristics of all products contained in the catalog; It is used to search for products on the Internet.
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Appendix-14
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SAPCRM
Appendix-15
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SAP AG 2004
An industry-specific CRM solution provides predefined functions that directly address core business process and core challenges within specific industry areas. mySAP CRM already benefits as standard from a range of functions that can be used to solve industryspecific CRM problems. An example of this is Leasing and Asset Management (created for Pitney Bowles).
Many vendors claim to have industry-specific strategies but their approaches fall short. It is by no means sufficient to supply industry add-ons for the front office on top of rigid core CRM applications. Complete end-to-end process support must be adapted specifically to suit the industry business environment our customers.
© SAP AG
SAPCRM
Appendix-16
Only
These industry-specific solution packages contain SAP’s thirty years’ worth of industry experience. This allows mySAP CRM to be implemented time and cost-effectively, and the focus can be placed on the customer’s own business processes.
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A good example of this is Trade Promotions Management for the Consumer Products industry.
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³ 3KDUPDFHXWLFDOV companies can manage processes around their customers (pharmacies, doctors,
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hospitals, and other institutions) in a very specific market environment.
³ Companies in the 0HGLD and entertainment industry have to manage their intellectual property. SAP
CRM 4.0 offers market-leading functions for creating and acquiring intellectual property, developing new media products, selling rights and licenses, and managing royalty payments.
³ For companies dealing with /HDVLQJ offerings, the leasing contract is at the heart of the customer interaction. SAP CRM 4.0 includes comprehensive functions for the whole leasing process.
³ Across the industries mentioned and in many others, such as 8WLOLWLHV7HOHFRPPXQLFDWLRQV%DQNLQJ
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Appendix-17
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³ Leasing and Asset Management (LAM) provides a complete end-to-end solution for all companies that
³ Leasing and Asset Management adds business value because it:
y Offers flexible financing contract management including powerful finance calculations
y Provides seamless integration between all front end processes in Contract Management and the related back office y Integrates lease and asset management into a customer relationship management system y Is built on an open architecture that allows integration with external services, such as credit check agencies y Offers huge flexibility by rule-based engines that control the business process flow
© SAP AG
SAPCRM
Appendix-18
Only
y Supports multiple account assignment in accordance with accounting principles, including group consolidation
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lease out mobile assets. It supports all steps in the financing-contract life cycle, from the opportunity for a lease or loan, through a quotation and mid-lease changes, to end-of-lease options. The solution also addresses all expected international requirements, including multi-language and multi-currency capabilities, parallel valuation according to multiple international accounting standards, and local accounting rules.
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³ With this business scenario you can schedule, plan, and coordinate defined marketing activities in
cooperation with retailers to achieve a corporation-wide marketing and sales strategy. This leads to increased profitability of all marketing activities that are agreed between you and your clients. As well as increasing brand capital, name recognition, and market share, this business scenario enables you to increase sales volume and place new products on the market.
³ Consumer product manufacturers are spending an increasingly large proportion of their marketing
budget on Trade Promotions. For this reason, marketing, sales and purchasing departments are closely integrated in the marketing process. You can evaluate current and future plans based on data from your company or from external sources.
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launch and launch through on-going post-launch.
y An effective activity management organization needs sophisticated analytical capabilities, combining external sales/prescription data and detailed account profiles to enhance customer segmentation and targeting. Once a sales and product strategy has been defined, it can be executed with personalized interactions using multi-channel communications. The solution for Value-Detailing consists of Marketing and Sales Planning, Territory Management, Activity Planning and Execution, Sample Management, and Pharmaceuticals Analytics.
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y Group Purchasing Organizations (GPOs), Pharmaceuticals Benefit Managers (PBM), and Managed Care Organizations negotiate pricing for certain products on behalf of their members (outlets like pharmacies, hospitals, LTCs). This results in chargeback claims that occur when the wholesaler sells the product at the contract price, which is typically below the Wholesale Acquisition Cost (WAC). The claims are thoroughly validated by the manufacturer before they are released and paid. Contract Management enables negotiation with contracting organizations and supports member eligibility management and automated bid award notification.
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Appendix-20
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³ Channel Management offers a special solution for the Automotive industry, namely Customer & Vehicle
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³ The dealer portal integrates internal and external content. Standard automotive functions such as vehicle locating and ordering, spare parts, and warranty are available with the December shipment. External content such as systems for leasing/financing, insurance, and used car estimation systems can also be integrated.
³ The dealer portal handles specific employee roles at the dealership, for example sales manager and sales representatives or service advisor and warranty claims processor.
time planning, determination of the remaining value of the used car to trade-in, customer credit check, as well as financial, insurance, and registration services.
³ The service process is supported by the following steps: supporting the life cycle of the customer after
the car has been bought, managing maintenance and repair processes, carrying out a spare parts search, ordering from an online catalog, and automatically processing warranty claims based on rules; the dealer portal keeps the service manager informed about the current status of the claim.
³ The dealer portal has a flexible and open design. This means that it can be installed at the importer’s or dealer’s site, or the dealer can even be connected straight to the manufacturer’s systems which, of course, do not have to be SAP systems.
© SAP AG
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Appendix-21
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³ The sales process is supported by the following steps: vehicle configuration/pricing, vehicle search, real-
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³ P\6$3&50IRU3URIHVVLRQDO6HUYLFHV covers the entire cross-industry business process in the area of ³ Features include:
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Appendix-22
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³ The functions of the business scenario &RQVWLWXHQW6HUYLFHVIRU3XEOLF6HFWRUcover a subarea of the egovernment solution for SAP for Public Sector. The functions support a transparent and effective data exchange of management processes between constituents and local authorities for several communication channels (Internet, e-mail, telephone, and so on). Web-based constituent services are especially suitable for simple services, such as requesting parking permits, changing address, registering a business and so on. The possibility of a digital signature is leading the way towards “paperless” processing of requests.
© SAP AG
SAPCRM
Appendix-23
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steps of a complex, multi-level service into RQH case. This means that a case is the collection of business transactions, involved business partners, (open and closed) activities, electronic documents, and processor notes that accumulate during the process of a case. The entire process flow of a case is documented after all processing steps have been closed. Typical examples of &DVHVin the public sector include social services, government tax audits, and so on. The functions for electronic case processing are an integral part of the e-Government solution for SAP for Public Sector
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each individual constituent. Information and constituent services are configured and modified to suit the requirements of each specific target group. The following documentation describes how constituents can request a service using the Internet, a call center, or face-to-face contact. It also demonstrates how you can process complex services effectively in the system.
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© SAP AG
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the solutions mySAP CRM provides for the Utilities industry. y The process is divided into various phases that are partially covered by generic mySAP CRM (such as lead, opportunities and activities), as well as an industry-specific element that provides for the creation of quotations and enrollment for non-residential customers. y You create the customer(s) for the quotation prospect. If it is a chain or clustered customer, you can illustrate the customer group hierarchy. Since special conditions usually apply to this customer group, you also need to create an outline contract. This element comprises distributor determination and mapping of grid products, which in turn form the grid usage charges. Technical data for the various locations for service provision can also be entered. This data includes the connection object, premise, and point of delivery, as well as additional premise-related data such as the voltage level, meter category and so on. y You create an opportunity in the system to monitor your results and carry out forecasting. y In addition, each point of delivery can be linked with any number of consumption profiles, such as load profiles from an Energy Data Management (EDM) system. These consumption values are used in the quotation process in order to calculate the quotation prices. For calculation purposes, you define the net operators and determine the access fees. This calculation is performed in mySAP CRM either by using the Internet Pricing and Configurator (IPC) or an integrated Microsoft (MS) Excel solution. Furthermore, an interface to external calculation tools is offered. y After having done the calculation, you conduct profitability analysis and might send out the contract if it is profitable for you. y The data is replicated when the customer accepts the quotation and the quotation items are converted into utility contracts. After replication, the contracts exist in both mySAP CRM and IS-U.
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Contract Management y IPM supports management of contracts and relationships with business partners, such as licensors, licensees, actors, and writers. Contract Management functions can be used to create and maintain contracts of all types (service sales, product sales, and rights/license deals) for both the licensor and licensee of intellectual property rights. IPM facilitates flexible management of different types of Intellectual Property and related rights. Utilization Repository – Rights Inventory y The utilization repository provides features for managing the rights inventory and displays information on Intellectual Property rights, such as status, availability, and restrictions. The system keeps records of rights that enter or leave your inventory (for example, when acquired, licensed to third parties, or sold) and can identify which rights are fully available. Rights, License, and Product Sale y IPM is integrated with mySAP CRM to incorporate the powerful functions of mySAP CRM for Intellectual Property sales. It supports the entire life cycle of rights, licenses, and products – from marketing, to sales, to value-added services. It also coordinates customer-facing activities, including those carried out on the phone, Internet, or in person. Royalty Accounting y IPM manages essential royalty accounting processes. This includes generating invoices, receiving payments from customers, entering information in the accounts receivable system, and paying royalties to rights holders. The system calculates the share of royalties due using flexible, rule-driven procedures. Payments are made to rights holders after factoring in advances, prepayments, or bad debts. Royalty statements can be generated automatically at regular intervals or triggered by events.
© SAP AG
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Appendix-25
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This process allows you to optimize, automate, and manage how you process incoming e-mails in the Interaction Center (IC), therefore reducing the overall time and costs needed to process e-mails. Agents are issued tools that ensure fast and consistent processing of e-mails, while managers are issued tools for configuring, managing, and evaluating the system.
The E-Mail Response Management System (ERMS) is a tool that is used to manage large quantities of incoming e-mails. Instead of placing all incoming e-mails in a queue, ERMS services offer automated processing and organization of incoming e-mails. Thanks to different automated activities, agents do not have to process e-mails manually as often, which thereby significantly reduces the costs of e-mail processing. ERMS provides agents with tools to efficiently and consistently answer e-mails, and managers with tools to manage, monitor, and create reports about the overall processing of e-mails.
© SAP AG
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Appendix-31
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