sap crm7 highlights
TRANSCRIPT
What’s New in SAP CRM 7.0?
SAP CRM 7.0Release Highlights
What‘s New in SAP CRM 7.0?Overview
UI FrameworkEnhancements
ArchitectureImprovements
ServiceExcellence
ConsumerMarketing
Improving SalesPerformance
ERP Orderembeddedin CRM
IndustryHighlights
EnterpriseServices
Suspects
Locations
Relations
Objects
Record
Documents &Forms
Incident Lead
Operations
Staff & Units Case
Lead-to-Cash
Service
Sales
E-Marketing
Fulfillment
New Productivity Tools:
Smart Value Help
Recent objects for faster navigation
User Guidance by task based UI
Table Graphics:visualizing table content in a pie or bar chart
Enhanced Personalization:
Web Links can be added to your CRM Home Page
Optional tile layout
Customer specific icons
Drag & Dropin UI configuration toolin calendar (e.g. reschedule meeting)
UI Framework Enhancements
UI Framework & Architecture Highlights (1/2)
Enterprise SearchSimple Search User Interface for CRM
Cross-object searches within CRM (local search scenario)
Cross-system searches across the business suite (centralsearch scenario)
One common modern search technology for CRM and alsothe suite (TCO)
Based on NetWeaver Enterprise Search
High runtime performance resulting in fast searches
Identity ManagementIntegration of CRM with SAP NetWeaver IdentityManagement (IDM)
Central management of user data, CRM acting as receiver
Enablement of CRM to handle all necessary follow-up steps(automated or workflow-based) so that users can startworking in CRM without any disruptions
© SAP 2007 / Page 4
UI Framework & Architecture Highlights (2/2)
Design LayerReduction of the UI configuration tool field setCentral re-labelingEasy creation of value help content for customerspecific fields
Extensibility ToolProvide capability to extend CRM Business ObjectsSeamlessly integrated into the CRM FrameworkToolsAccessible via UI Configuration Tool and from theNavigation BarTransport extensions & Multi-language support
Stable CoreConsolidated stable core approachEnhancement package1 readinessClear software component definition
© SAP 2007 / Page 5
Realizing BusinessRequirements in afaster, simpler and
efficient way.
Realizing BusinessRequirements in afaster, simpler and
efficient way.
Service Management (1/5) –Highlights Overview
Customer
ServiceLogistics& Finance
Warranty& Claim
Management
Returns &Depot Repair
Field ServiceManagement
CustomerService &Support
Installations &Maintenance
ServiceContracts &Agreements
Service Sales& Marketing
Contract templatesContract renewalContract changeprocesses and masschanges
Credit card paymentPackaged service quotations
Functional location downloadBill of material replicationEnhanced authorizations
Service request andmaster requestsKnowledge articlesIT service management
Resource planning:Geo-mapsAlternative technicianinformationTechnician self-serviceUsability enhancements
Automated warrantyactivation
Link to CATS time sheetDisplaying costinformation
Service Management (2/5) –Customer-Driven Enhancements
Service enhancements & alignments:ERP integration of functional locations and billof materials
Credit card payment in CRM billing
Service transactions inherit reference objectsand categorizations to the item level
Controlling and cost information displayed intransactions
Improved serial number integrationEnhanced authorizations for Installed Base
Service Management (3/5) –Advanced Contract Management
Advanced Contract Management covers enhancedfunctionality around service contracts and thewhole life-cycle of a contract with processes ofcontract offering, contract execution and contractmaintenance.
Enhanced contract life-cycle:Package quotations incl. enhanced packagepricing and follow-ups creation
Automation of contract activation processingMaster contract templates
Consolidated change processes for all contracttypes
Marketing integration for contract renewalprocess
Interfaces for 3rd Party remote service vendors
Display related ERP documents in transactionanalyzer
Usability enhancements
Service Management (4/5) –Resource Optimization
In order to plan and steer internal and externaltechnicians, resource scheduling is an essentialpart of service processing within companies.
Offering the necessary information in a smart wayenables resource planners to plan and reactaccordingly.
Continuous and enhanced support for externalservice providers follows the market requirementsand offers more end-to-end process possibilities.
Resource Optimization:Alternative technician informationMaintenance for service providers
Technician Self Service
Planning information enhancementsStrengthen back office possibilities
Service Management (5/5) –Knowledge Articles Management
The new Knowledge Article Base containsbusiness relevant FAQs, how-to documents,special process information, solutiondescriptions, etc.
Create, link and distribute knowledge :Quickly find information via full text search
Easy integration to other CRM objects likecustomers, products, installed bases,campaigns, opportunities, service requests …Multilingual text authoring and attachmentcapabilitySpecial authorization checks to restrict accessto special user groupsActions and Workflow support
Interfaces for import and export from and toexisting knowledge bases
ITIL® – Compliant IT Service Management (1/2)Comprehensive End-to-End Solution
New comprehensive and completeITIL®-compliant end-to-end offering forIT Service Management
ITIL-compliant incident, problem, andchange managementIT Service Desk for professional 1stlevel support, optionally with integrationinto SAP Solution Manager Service DeskIT Object Management and IT ServiceLevel Management as a basis for ITsupport processes
IT Service Desk
2nd Level Support
Customer
Flexible Usage OptionsInternal scenarios – IT department delivering IT support to other departments
Shared Service Center (SSC) scenarios – SSCs offering IT- as well as furtherinternal services globally for one corporate group
External scenarios – IT service providers offering services to their customers
ITIL® – Compliant IT Service Management (2/2)Comprehensive End-to-End Solution
IT Service Desk
2nd Level Support
Customer
IT Support ManagementPre-defined process types for incident, problemand change management along the best practicesdescribed in the IT Infrastructure Library® (ITIL)
„One Component“ concept for flexible usage ofthese process types within or outside of SAP CRMInteraction Center
Integrated knowledge article search andprovisioning
Pre-defined interface to SAP Solution ManagerService Desk for exchange of incidents
IT Object and IT Service Level ManagementNew object family for IT items, optionally with integration to SAP ERPMaintain and display dependencies between IT items via object relationships
Service Levels like service and response profiles, as well as metrics
Service level adherence as well as other IT service-related reporting via SAP BI
Interaction Center (1/2)Core Enhancements / High Volume
Context Area and Multichannel IntegrationConfigurable Context Area: Use CRM configuration tool to configure and adjust theInteraction center Context Area to your needs.Multichannel Integration: Enhanced administration options to configure polling frequencyand Contact Center Software heartbeat checksInteraction Center Client Switch in case of Multiple CRM and Backend clients e.g. for BPO(Business Process Outsourcing) scenarios
Account Identification and Lean Interaction RecordEnhancements for searching and identifying accountsRuntime optimized configuration for Interaction Record
One stop configurationCRM WebClient business transactions can be used natively with IC screen layout in theIC WebClientNew ITIL compliant services processes common for customer service and shared servicecenter, including IT Service Desk - available in CRM WebClient and Interaction CenterWebClient
SAP sees increasing adoption of CRM InteractionCenter by high volume call centers. A set ofimprovements optimize the current applicationas well as the end user processing times. Onestop configuration allows to optimize TCO inmulti-scenario implementations.
© SAP 2007 / Page 14© SAP 2007 / CRM70 Kick-off, Page 14, SAP internal and confidential
Interaction Center (2/2)Shared Service Center – Accounting Interaction Center
Business Partner IdentificationIdentification of customers, vendors and employees and their relatedpartnersIdentification of partner by company code and by reference documents(e.g. ERP invoice) – company code from ERP back end can be usedInteraction Center Client Switch in case of Multiple CRM and Backendclients e.g. for BPO (Business Process Outsourcing) scenarios
Service and Interaction RecordService request creation / tracking user interface for non InteractionCenter users (e.g. accounting or HR staff)Track company code and reference document in service requestService request search by company code in Agent Inbox
Launch Transaction ContentSample content for most relevant launch transactions to accessFinancial Accounting processes in the ERP backend
SAP CRM 7.0 integrates CRM Shared Service Centerfunctionality with the backend systems for financials.With this Accounting Interaction Center, requests fromcustomers, vendors/ suppliers and employees can beeasily tracked and resolved.
© SAP 2007 / Page 15
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Communication-Enabled CRM Processes (1/4)(CEBP) What if…
… while reviewing a lead, your account managers could seewhether the colleague who qualified the lead is currentlyavailable for a phone call?
…all your customer facing personnel had access tocommunication features previously available only to your callcenter agents (screen pop, screen transfer)?
…it only took a mouse click to communicate with yourcustomers and colleagues?
… you could ensure real time execution on steps in a businessprocess in the same way you manage incoming phone calls?
Customer Service Network
People, Skills, Availability, ….
CEBP
Communication-Enabled CRM Processes (2/4)What are communication enabled processes in a CRM context?
CEBP
Apps
CEBP
Business Processes
Channels
Customer
Network of people and skillsIn-houseMultiple locationsOutsourcedHome agents
Consistent, relevantinteractions acrosschannels
Seamless integration withmarketing, sales & serviceprocesses
360° view of the customer,process access andcollaboration
Connecting People, Processes, and Communications within aCustomer Service Network
Communication-Enabled CRM Processes (3/4)
SAP CRM 7.0 integrates communications withCRM processes allowing companies to leverageorganizational know-how independent oflocation; enhance marketing, sales, and serviceactivities; and reduce total cost of ownership.
Communication enablement for all CRM business rolesCommunication toolbar integrates phone functionality with all CRM user interfaces andbusiness roles and allows customer facing personnel to collaborate in a business contextEnables more efficient and effective interactions with customers, partners and employeesthroughout the organization
Empower collaboration with contextual presencePresence information available from communication systems is determined in theappropriate business context within CRM screensBusiness context can be used during collaborationAllows determination of available people with right skills at a glance and transfer of CRMscreens during call conferencing or with call transfers
Business process pushRoutes and pushes CRM processes to CRM users leveraging the integration to acommunication management systemFor example, CRM E-Mail Response Management System (ERMS) can utilize SAP BCM toroute and push an analyzed email to a CRM Interaction Center agent
Communication-Enabled CRM Processes (4/4) –Example: Presence Information in Partner Views
CallerIdentification
Call Status/Timer
Softphonecontrols
AvailabilityIndicator
SoftphoneLink
Marketing (1/4) –Focus on Consumer Marketing
Loyalty Management @ SAPLoyalty Management applies across multiple industries wherecustomer loyalty programs are utilized to build customerrelationships and to promote specific customer behaviors.
Loyalty management enables marketers to plan and executeclosed loop loyalty programs, such as frequent flyer programs.
These programs can promote customers participation throughpoints/reward programs where certain amounts of points areearned for a specific customer behavior. In turn, customers canredeem these points for specified rewards.
End customers have access to self-service web sites to checkand manage their points/reward accounts and to redeempoints for rewards, or may choose to access these actions viathe company’s call center.
Loyalty Management is customer centric
Integration and cross-enterprise processes are becoming the key to success inCRM. With the front-office/back-office story, [especially] SAP [has] the best vision,because it is creating an ecosystem of vendors around NetWeaver . . . .
Forrester: SAP isn’t software; it is a religion© SAP 2008 / Page 19
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Marketing (2/4) –Loyalty Management – a complete Solution ...
Beef or chicken ?Why not take more ?If you can get more …
Loyalty Program Management enables set up and maintenance of loyalty programs.Program maintenance includes information about program-related loyalty status levels,tier groups and levels, set up and maintenance of point accounts, as well as program-specific point accrual and redemption based on flights, nights of stay etc.
Loyalty Reward Rule Management includes set up and maintenance of loyalty rules andconditions – finally being processed by the loyalty engine. All points accrued andredeemed by members are recorded within the member‘s point account.
Loyalty Membership represents the participation of an individual person, ororganization to a specific frequent flyer program. Membership is opened by aregistration to the loyalty program, either paper-based, via web-self service, or callcenter. It also includes member activities such as flight or sales activities - finally beingaccrued or redeemed as points.
The Loyalty Management Processing Engine a highly scalable Engine to processmember activities and tier transition evaluation. It is an integrated part of SAP CRM andthe “heart” of the CRM based Loyalty Management solution.
Loyalty Management additional features:CollaborationIntegrationAnalytics
SAP Loyalty Management is part of SAP CRM. It is fully integratedinto core CRM scenarios, such as marketing campaign management,service complaints management, Web Channel and more.
Marketing (3/4) –Loyalty Management – Functional Overview
Loyalty APIConnectivity
BackendIntegration
ICIntegration
Web ChannelIntegration
Simulation
Integrate / Analyze / Collaborate
ProgramManagement
Reward RulesManagement
MembershipHandling
ProcessingEngine
© SAP 2008 / Page 21
© SAP 2007 / Page 22
Marketing (4/4) –High Volume Marketing Enablement
Scalability Enhancements address the needsof high-volume marketing environmentswhere marketers deal with large number ofend-consumers, segments, and campaignsto reach their target audiences with relevantmarketing messages.
SegmentationImproved segmentation scalability for highvolumes of customer dataClear visualization of all segmentation steps
Campaign ExecutionLean high volume campaign execution for e-mailand file exportNewsletters and special campaigns, e.g. in loyaltyprograms, can be addressed to millions ofcustomers
Address List Handlinghandling of temporary address data for e.g. highvolume one shot mailings with purchased/rentedaddresses
Sales (1/4) –Improving Sales Performance
Sales (2/4) –Territory Management
Territory Management enablesOptimal coverage of sales territories by dividingsales markets into territories
Assignment of territories to CRM accounts andOpportunities and there by to the right salesprofessional
Authorization management, there by ensuring thatthe user gets the right information
Capabilities:Authorizations based on territory assignment.
Search based on territory for various CRM objects (accounts, products, bus. transactions etc.).
Possibility to model & evaluate territory rules, using a rule engine – supporting „inclusions“ and„exceptions“.
Supports basic territory alignment capabilities, with a possibility to configure what-if scenarios.
Provides basic data validation reports, which could be used by territory administrators to maintainterritory mgmt in the CRM system.
Provides mass update reports, which could be used to update territory/sales employees interritory management and the associated business documents after territory re-alignments.
Provides territory interface in accounts application, so as to maintain manual overrides for certainaccounts.
Sales (3/4) –Pipeline Performance Management
Pipeline Performance Management helpssales managers and representatives to
Analyze their sales pipeline
Identify gaps and critical opportunities
Simulate what-if scenariosCapabilities:
Ability to set overall revenue target, revenue target by product / product category, units target byproduct or product category .
Ability to choose the data content for pipeline analysis from total sales volume, sales volume byproduct / product category, units volume by product / product category.
Provides weighted / un-weighted Pipeline data with dynamic filters for pipeline data exploration.
Simulate opportunity changes and what-if scenarios for closing pipeline gaps with the option tosave simulated opportunity value changes.
View pipeline-relevant changes for a certain time horizon, showing direction of change for keyfields.
Quickly display the relevant information about recent activities, contacts, products, relatedcompetitors, etc.
Personalize chart views by making personal default settings.
Maintain individual churn rates to calculate the target line for Sales Pipeline View.
Sales (4/4) –Order Management Highlights
Customer Order ManagementCapture, adjust, track and bill a customers request forproducts and services
Prevent errors and inconsistencies
Simplify ordering across channels
Enable consistent pricing, up-/cross-selling and campaignexecution.
Complete Lead-to-cash process with ERPOrder
CRM Opportunity to ERP Quote/Order
CRM Cross-/Upsell and Campaigns within ERP Quote/Order
CRM Catalog Search and Browse within ERP Quote/Order
Guided Sales Configuration
Target IndustriesIndustrial Machinery & Components
High-Tech: Component Manufacturer
Mill Products
Consumer Products: Beverage
Lead-to-Cash
Service
Sales
E-Marketing
Fulfillment
© SAP 2007 / Page 26
Web Channel (1/2)
Loyalty Management Integration Into WebChannel
Increase brand loyalty and encourage specific customerbehaviors.
Reward specific customer behaviors with points. Points can beredeemed for specified rewards.
Customers can enroll in loyalty programs and manage theiraccounts online
View and use eligible rewards within the shopping basket.
Additional Deployment Flexibility With ERPOrder Integration
Adds third option to existing deployment modes (SAP E-Commerce connected to SAP CRM or directly to SAP ERP).
Enables customers to run e-commerce capabilities with SAPCRM but using the SAP ERP sales order.
Allows to use the ERP order but benefit from the e-marketingfeatures of CRM such as product recommendations, cross- andup-selling, and marketing campaigns.
No need to replicate orders and to duplicate pricing conditionsin CRM.
© SAP 2007 / Page 27
Web Channel (2/2)
Single Product Catalog For Customers, SalesReps and Call Center Agents
Same view to product catalog information for employees asprovided through SAP CRM Web Channel
Rollout and use consistent product information in allchannels and enable quick quote/order creation from onlinecatalog
Enterprise Service Oriented Architecture(ESOA)
Provide well defined interfaces to flexibly enhance and adaptthe solution
Leverage Web services to manage the CRM product catalog
Integrate product information as well as real-timeprice/availability into non-E-Commerce context like aconsumer Homepage using Web services
SAP E-Commerce for SAP ERP (delivered aspart of SAP ECC 6.0 EHP4)
SAP E-Commerce for SAP ERP updated to match the latestE-Commerce version for SAP CRM
© SAP 2007 / Page 28
Partner Channel Management
End-to-end Channel Service Management
Partners manage and track their serviceresources and availability
Vendors execute service resource planning &service order distribution
Self-service for partners to receive and confirmcompletion of service orders
Integration with billing & warranty claims
Enterprise Service Oriented Architecture(ESOA)
Integrate your own Partner Registrationapplication with SAP CRM Partner ChannelManagement using SOA services.
© SAP 2007 / Page 29
Industry-Specific Scenarios (1/3) –Investigative Case Management (Public Sector)
Supporting Public Security
The market for Public Security is demanding for asolution capable to handle the whole lifecycle ofcriminal investigation, starting from the time of firstincident/lead down to case closing and maintaining acourt result.
Investigative Case Management offers a centralizedinformation storage, a collaborative processmanagement and capabilities to relate entities and thusto derive intelligence from that.
High- Level Capabilities:Support of initial and further investigation processeswith incidents, investigative leads and casesInvestigation case processing, i.e. intelligence andinformation sharing, evaluation of information & sourcereliability, organize security force operations andsupport law enforcementCentral storage for suspects, victims, witnesses as wellas objects and locations. Support of complexrelationships between master and transactional data.
Suspects
Locations
Relations
Objects
Record
Documents &Forms
IncidentLead
Operations
Staff & Units Case
Trade Promotion Management
CP companies on an average spend 18% oftheir sales revenue on funding tradepromotions. In the current economic climateunderstanding which promotions areeffective is more important than ever before.
New capabilities to improve usability:Promotion totals on overview page, keyfigures added to calendar, etcImproved claims management capabilitiesImproved funds determination
Enhanced TPM Capabilities for mobile usersvisualization of:
Trade Promotions with Product Segments,display pallets, etcFunds used to manage Trade Promotions
Industry-Specific Scenarios (2/3) –Trade Promotion Management
Please refer to Marketing section of thispresentation for more detailed information.
Industry-Specific Scenarios (3/3) –Loyalty Management (Travel/ Transportation)
Service Oriented Architecture in CRM (1/2) –Enterprise Services
CRM is a prime platform for customers todrive value from SAP’s Service OrientedArchitecture.
SAP CRM 7.0 provides a broad serviceenablement across Marketing, Sales andService – with productized EnterpriseServices to cover
• Composite application scenarios (incl.Interactive Forms)
• Inter-company and cross-companysystem integration scenarios
Enterprise Services are delivered throughService Bundles – with a high coverage ofthe CRM Solution Map scenarios acrossMarketing, Sales, Service, and Web Channel
Web Service Tool (already introduced inolder releases) to enable modeling ofindividual services on the fly by following auser-friendly wizard
Service Oriented Architecture in CRM (2/2) –Example: Enterprise Services for CRM Service
Before – Slow, error-prone processes forrequesting services, communicating
changes, confirming work done.
After – Transparent, fast, and accurateservice order management processes
Transparent, streamlined, integratedservice processing
Delayed processing of serviceorders, quotations andconfirmations communicatedvia phone or E-Mail
Error-prone entry of data – noautomation, no self-service
No visibility for customers regardingcurrent status of processing
ProcessNot having an integrated CRM system,customer has to call IT service provider torequest servicesIT service provider creates service ordermanually in the CRM systemCustomer has to call IT service provider torequest current status of service order…
ProcessCustomer uses customer-specific webservice to create service order in IT serviceprovider’s CRM systemIncomplete product data can beverified/standardized within the CRM systemCurrent status of service documents can berequested at any time via a web service…
© SAP 2007 / Page 35
Data Quality Management
Capabilities:Integrated duplicate check as a technically integratedsolution, including duplicate identification and duplicatemerge, using SAP software or a third-party add-on.External duplicate check by a service provider (agency),including export of data records, upload of results, and post-processing of results (merge).External postal address validation (syntax validation) using anexternal service provider, with export of data records andupload of results.External content validation for relocation and necrology usinga service provider (agency), with export of data records andupload of results.
Data quality management tasks are performed for a whole validationgroup. A validation group is a set of business partners and isrepresented by a target group or a profile. Validation groups are builtusing the segmentation functionality available in CRM Marketing.
TargetGroup
TransferData
IdentifyDuplicatesCreate CleansingCases
MergeAutomatically
The Data Quality Management framework provides aset of powerful tasks designed to
eliminate duplicate business partner data recordsensure a consistently high standard of data quality
Dashboards and Interactive Reporting
Business Objects has opened a new window ofopportunity for improvement in the area of CRMAnalytics. CRM Dashboards integrate BusinessObjects Xcelsius ® in CRM 7.0 with a visualUser Interface and interactive analytics.
CRM 7.0 provides a framework to create easilyBusiness Objects Xselsius ® Dashboardsbased on pre-defined CRM-interactive reports.
Capabilities:
Create your own custom CRMdashboards using Business ObjectsXcelsius Enterprise ®Wizard driven dashboard builder toolprovides possibility to upload theXcelsius ® Dashboards and embed itwithin the CRM WebClientShare Xcelsius ® dashboard with otherCRM users