twinkle final_report[1].pdf ism
DESCRIPTION
Mahanager Information SystemTRANSCRIPT
ISM Project Report
SAP – CRM
MAHANAGAR GAS LTD.
GROUP 1
Div: C
Team Members: Names Roll No.
Twinkle Majithia 206
Dilshad Budhwani 219
Tanya Carvalho 225
Aarti Pilgaonkar 239
Shreya Shah 245
Vinod Punjabi 249
November–2010
Under the guidance of
Prof. Jayprakash Shah
SVKM’s NARSEE MONJEE INSTUTUTE OF MANAGEMENT STUDIES
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Table of Contents SR. NO.
CONTENTS PAGE NOS.
1 Introduction 3 – 3
2 Abbreviations 4 – 4
3 About Mahanagar Gas Ltd. (MGL) 5 – 5
4 Problems faced before Introduction of the Functional Information Systems
6 – 6
5 Functional Information System (SAP – CRM) 7 – 7
6 ISU‐CCS – An Integrated Component of SAP in MGL 8 – 8
7 Types of Customer queries / calls received at MGL 9 – 9
8 Operation of the SAP CRM Module 10 – 14
9 New Registration Enquiry (Prospect Customer) 15 – 17
10 Complaint Management System (CMS) – ZCS_CM 18 – 26
11 Complaint Closure – (IW66) 27 – 33
12 Out bound Calling – Customer Satisfaction Survey 34 – 35
13 Reports consisting of MIS Report, DSS Report, EIS Report 36 – 41
14 Testing of SAP‐CRM Module 42 – 45
15 Training Methodology 46 – 46
16 Data Migration Strategy 47 – 48
17 Implementation Method 49 – 50
18 Measuring the Success of FIS 51 – 51
19 Integration of FIS (SAP‐CRM) with other FIS 52 – 52
20 Benefits of Using SAP‐CRM (FIS) 53 – 53
21 Future Scope 54 – 54
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INTRODUCTION:
This report details the process adopted by Mahanagar Gas Limited for implementation of SAP‐ERP (including CRM) throughout the organization. Anticipating a new and emerging scenario of growing customer base due to new areas coming up in the City Gas Distribution sector, Mahanagar Gas Ltd. embarked upon an important mission of implementing ERP solutions through “Project Convergence”. The main objective of Project “Convergence” was to ensure the ushering of superior efficiency and tighter controls within their business processes. Taking this aim forward to transform Business Processes by leveraging SAP to grow in business along with satisfied consumers and stake holders, MGL implemented SAP ERP with minor customizations in the Customer Service Management Module.
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ABBREVIATIONS:
TERM DESCRIPTION
MGL Mahanagar Gas Limited
SAP System Application Product
ERP Enterprises Resources Planning
CRM Customer Relationship Management
CNG Compressed Natural Gas
PNG Piped Natural Gas
FIS Functional Information System
GUI Graphical User Interface
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ABOUT MGL: MGL is one of India’s leading natural gas distribution companies established in 1995, as a joint venture between GAIL (India) Ltd, the BG Group, (U.K.) and the Government of Maharashtra. MGL has to its credit the distinction of pioneering the natural gas distribution network in Mumbai and its neighboring areas. Today, MGL connects over 4.5 lakh households and over 1000 small commercial and industrial establishments. Through its robust network of around 150 Compressed Natural Gas (CNG) stations with more than 700 dispensing points, MGL also supplies CNG to over two lakh vehicles in and around the city of Mumbai. MGL has all the resources and competencies required from concept to commissioning of gas distribution networks available in‐house. The entire business in MGL has been integrated through ERP‐SAP system. MGL has got a track record of almost 100% reliability in its gas supply. In the interest of the Customer, MGL has taken several customer‐friendly initiatives such as multiple bill payment options and multiple customer contact channels. In itʹs pursuit of providing excellent service to its customers; MGL has developed a well equipped Customer Care Centre to cater to customer requirements. Competent and adequately trained personnel are deployed to respond to customerʹs requirements.
MGL’s multiple channels of communication for customers: Telephone ‐ Call Customer Helpline operative from 8:00 hrs to 22:00 hrs daily. Emergency Helpline 022 ‐24012400 / 1800 22 99 44 Email [email protected]
Walk‐in Centers ‐ Customers can visit Bandra, Kandivali, Mulund &Thane offices
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PROBLEMS BEFORE INTRODUCTION OF THE FIS:
No Centralized Database
Lack of integration of Billing Details of a Customer with the CRM software in real time. Reason was operation of Database for Billing and CRM application on different platforms
Weaker control, checks and validations in the Systems.
Each Business process of the company had an individual database and application needed for their day to day business operations. The day to day activities were carried out on software implementations which were fragmented
Isolated initiatives by individual departments to address their own needs.
Lack of real time MIS reports
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Functional Information System (FIS) : MGL is the first City Gas Distribution Company to have a SAP based Customer Care Module (SAP‐CRM), which is easily accessible across all its offices in and around Mumbai. The information is available on a real time basis. SAP Customer Relationship Management (SAP CRM) provides the insight and analysis you need to anticipate customer needs and build lasting and profitable customer relationships.
Benefits of SAP CRM to MGL:
Flexibility of creating unique customer experiences.
Driving the organization to more consistent, relevant interactions across all channels and
touch points
Enable end‐to‐end processes within the industry value chain
Improved interactions with customers, clients and sales prospects.
Boost field utilization through optimized resources and easy access to information
Identify and retain high‐value customers with customer loyalty programs
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ISU‐CCS – An Integrated Component of SAP Enterprise Information System in MGL:
Integration with External Communication Systems:
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Types of Customer queries / calls received at MGL:
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Operation of the SAP CRM Module:
Logging into SAP System:
SAP GUI SAP provides a Graphical User Interface (GUI) to enable user to work on the SAP R/3 system. The GUI is installed on the user desktop and connects to the corresponding backend server.
Navigating with SAP Easy Access Menu The new menu consists of vertical navigation as illustrated in Fig. To expand any level,
click on the icon , preset to the left of the folder heading.
Startup and Shutdown of the SAP System:
Before user can use the SAP System, user must log on. When user is done with using the SAP System, user should log off.
The first time a user logs on, and at regular intervals thereafter, user should change his/her password.
Activities
User starts the SAP System by selecting the logon icon on the desktop.
If the user is logging in for the first time, he/she will have to change the initial password provided by the system administrator. If this is not the user’s first time log on, user may change the password in accordance with the security policies of the Company.
When the user are finished working with the SAP System, he/she should log off.
Logging into the SAP System
To start the SAP System, choose the icon for the SAP System.
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Result
The SAP logon screen appears, click on the description – PRODUCTION
The logon screen (in the figure given below, with the title SAP) appears in a new window. You are now ready to log on.
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Validations
Steps
In the Client field, enter the client number.
In the User ID field, the user enters user ID.
In the Password field, enter the initial password provided by the system administrator. Choose Enter.
If the user is entering the system for the first time, the system automatically displays the new password dialog box. The user must change the initial password.
Enter the new password.
Press Enter.
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If the user is already a regular user in SAP, then without asking for any password change the following screen will come.
Select the middle option if the user wants to continue without terminating the session logged in with his/her user id by another person.
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In the standard SAP System, the SAP Easy Access initial screen appears, as shown here.
Logging Off
The user can log off from the SAP System from any screen.
From the menu bar, choose System Log off.
Click the button at the upper right‐hand corner of the screen (if the user only has one session running).
The Log off dialog box appears (as shown here), informing the user that any data he/she has not yet saved will be lost if he/she proceed with logging off.
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1. NEW REGISTRATION ENQUIRY (PROSPECT CUSTOMER): Logging of “New Registration Enquiry” is done differently because there is no BP number and hence it becomes difficult to maintain a track of the work progress. For the categories New Registration Enquiry and New area Enquiry the following methodology is used –
Go to Action Box in the CIC screen; click on Customer Tab select Create Customer
This will take the user to the Create Contact Partner Screen; go into the Control Tab and select the option 9006 for the BP Type from the drop down list.
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Then the user will have to go to the Address Tab and fill in all details like Grouping, Title, First Name, Last Name, Room, Floor, Street 2, Street 4, Street 5, etc.
It is mandatory to select the Regional Structure Group (DRS) from the dropdown so that the call can be forwarded to the concern MIC.
After filling up all the mandatory fields click on the save icon and system shall generate a prospect number. Number range allotted for prospect customer commences from 17…
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Copy this number; refresh the zcs_cm screen and paste the number in the search parameter field.
Continue to create a contact as per standard methodology and save the call.
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2. Complaint Management System (CMS) – ZCS_CM
a. Complaint from Existing Customers: To log a Customer Complain, Service and Query, the customer care executive (Agent) will have click on “Complain Management”
Select “Location”, “Agent Name” and Enter your Password
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If the Agent do not have customers BP Number; he can search the Business Partner by the following options:
After entering the BP number in the respective field; press “Execute” the following screen will be opened. Press icon “Generate Contact”
Name Address Identification Number Bank Particulars Contact (Complain)
Number Telephone Numbers Registration form Number Legacy CRN Contract Account Number
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Validations in the above screen are shown below if the business partner entered is invalid.
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In the Generate Contact Screen a tentative Contact (Complain) Number shall be generated; fill in the mandatory fields like Complaint By, Contact Type, Contact
Direction, Priority and Customer Info. Then click radio button on ‘Class’ (i.e. Department)
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Validations in the above screen are shown as ticked marked boxes without which the complaint would not be accepted.
Select necessary Action (category) and click Select
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After selecting the Action and entering Customer Remarks, save the call; system generates Contact Number and Notification Number
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Click on the Green tick of the information box, click on ‘Back’ and ‘Refresh’ system for the next call.
Checking for Repetitive Calls within Benchmark period
When a customer calls, enter his BP number in the CMS initial screen, press and
click on a report shall be generated. Check if the customer has called for the same complain within benchmark period. If No; continue to log regular call. If Yes; double click on the complain number.
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The generate complain screen shall open, click on A box as per image given below shall open up
Box shall automatically up‐date the number of times the customer has called within benchmark period. Call agent has to enter details like calling party and Remarks and then click on Submit.
System shall up‐date status automatically and if the User selects BP wise Report, relevant data is visible.
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If the user select and click on the line item; the Repeated Calls box shall appear. Click on Reports and Repeated Call Logged report shall open up.
All such repetitive calls within benchmark shall be logged in the system against the same contact (complain) number (i.e. new complain number shall not be generated during the benchmark period).
Also the customer billing details can be viewed as below by right clicking on Contract Account and selecting option “Account Display FPL9”
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3. Complaint Closure – (IW66)
For all complaint and service requests logged by the CRM Dept a Notification is automatically created in the background. The AIC / MIC / official of the concerned department shall log – in his SAP ID and type iw66 (Change Service Notification) in the menu screen
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Select Notification Type S3 and enter search parameters like Date Range (if you know it) Select Dept from drop down. Enter Date Range (from / to). In Partners enter VW and Employee Number.
A drop down list of Open Notifications shall appear; double click on the line item and enter the notification
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See CRM Dept Remark and click “Task” tab
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On entering Task Tab, select line item and click on icon. Change screen shall appear.
Validations in the above screen are as shown below where the standard remarks in the user status has to be updated
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Click on “Status Profile” Select department from drop down option
System shall ask for confirmation to change profile
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After confirmation; select relevant Standard Remark from drop down options and click on Back button
Confirm completion of Task by first clicking on the Chequered Flag at the bottom of the page and then on the top of the page.
Complete
Complete
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System confirmation will be given
On clicking the Green Tick of the information box; system shall get you back to the List of Notifications screen
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4. Out bound Calling – Customer Satisfaction Survey
This process has been developed keeping in mind our requirement to capture data systematically of call made to get feedback on our services from on customer.
To begin – click in the CMS Initial screen. The Detail Report Screen as shown below will open up
Fill in the relevant fields and press enter. Detailed CMS Report screen as shown below shall open up
Click on the selected line item; the contact screen shall open. In the contact screen click on
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A new screen as shown on the next page shall open up.
Agent can call up the customer; select call type (which is useful for reporting purpose), select appropriate customer feedback and enter customer remarks in relevant fields. Once this is done he has to click on Save and then Submit. A pop‐ up window shall appear
Click OK and the system shall take you back to the report screen and you can continue with the next call.
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REPORTS:
1) Management Information System (MIS) Report
This MIS report summarizes the number of complaints open as well as closed categorized on the basis of Department Name and Complaint category whether the call is complaint, query or a service call.
a) Input Screen
The CMS Detail report can be obtained based on the 5 report types as shown below with the help of an arrow.
The mandatory fields in the above report are the time period between which the CMS detail report is needed. (From Date and To Date).
The next mandatory field is the whether the report required is category wise (call, query or service), contact wise (email or telephone) or complaint category wise (Arrears reflecting, bill not received, bill related query, DPC, Late Receipt of Bill, Meter Not read, multiple assessed bill, VDS, wrong reading etc based on the nature of complaint)
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b) Output Screen
CQS Summary report gives the detailed report of the complaints logged based on the nature of the complaint whether the complaint received by the customer is actually a complaint, a service call or just a query.
Contact Wise Summary Report as shown below gives the detailed report of the number of complaints based on whether the complaints receibed are by email or telephone.
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Category Wise Summary Report as shown below gives the detailed report of the number of complaints based on the category of complaints.
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2) Decision Support System (DSS) Report:
Repetitive calls within benchmark shall be logged in the system against the same contact (complain) number (i.e. new complain number shall not be generated during the benchmark period). The repeated calls log report enables the middle management in MGL to take decisions and find out the reasons for the same nature of complaint repeating again for the same customer. In case any customer is facing problems quite frequently then the manager calls up a team meeting of the people concerned and appropriate steps are taken.
a) Input Screen
The following is the input screen for the Repetitive Complaints received by customers wherein the Date field has to be specified between which the complaints are received by any particular customer very frequently. The customer is defined as the Business Partner.
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b) Output Screen
As seen in the screenshot below, the numbers of complaints received by customer with business partner number 1100019794 as highlighted are 7 in our mentioned time period.
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3) Executive Information System (EIS) Report:
The following EIS report details the Ageing Report of the complaints logged in the database by the call agents. This report summarizes the complaints based on their resolution time i.e. which complaints have taken greater than or equal to 7 days / 15 days / 30 days.
This report is generated by the senior management personnel to trace down the reason for the delay caused in resolving the complaints faced by customers and on basis of their observations, the necessary action is taken.
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TESTING OF SAP CRM MODULE:
The testing methodologies which were used were mainly Unit Testing, Integration Testing and User Acceptance Testing.
In MGL, the SAP system landscape comprised of the Development Client (DEV), Quality Client (MGQ) and Production Client (MGP). As seen in the screenshot below, the transport routes were configured.
All the configurations and developments created in the development client were tested in development client and then they were transported to the Quality client for Integration testing with the other modules. Once the final testing was done in Quality only then the configurations were moved to the production client.
The ABAPers/developers had developed the Z program (customized program ZCS_CM) for the logging of complaints and searching of customers through business partner numbers/contact nos etc and also the complaint closure functionality. Once the program was developed in SAP, the Unit Testing was done by the Developers in the Development System.
Once the Unit Testing was successful in Development client, the Core Team Members or champion users identified by the company tested the customizations in the Quality client with reference to its integration with the other modules along with the sample data. Only after the testing is completed, the configuration is moved to the live production system.
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Integration Testing Case is as per the screenshot below:
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Sample Unit Test cases are indicated in the screenshot below
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TRAINING METHODOLOGY:
Identification of the key users in each department or owner of each functional business process and arranging training for these core team members who can in turn train the end users in their respective department.
Classroom trainings were given to the end users (employees of the organization along with the contract employees) by the Core Team Members.
Online practice sessions were conducted for the benefit of end users on the End User Training System which was a replica of the actual Production system so that they are well adapted to the SAP Graphic User Interface and the SAP screens.
Refresher Trainings for the Call Centre Agents who use SAP CRM majorly are organized on a regular basis.
End User manuals have been prepared with embedded screenshots for the better understanding of the System Users and in order to give a clearer picture to them with reference to the CRM.
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DATA MIGRATION STRATEGY:
MGL has used standard SAP provided tools/functionality for Data Migration from their legacy systems to SAP.
1. One of the tools used in MGL is a Business Application Programming Interface (BAPI) which is a precisely defined interface providing access to processes and data in business application systems such as R/3. BAPIs can be called within the R/3 System from external application systems and other programs. BAPIs are the communication standard for business applications.
BAPI interface technology forms the basis for the following developments:
Connecting
New R/3 components, for example, Advanced Planner and Optimizer (APO) and
Business Information Warehouse (BW).
Non‐SAP software
Legacy system
Isolating components within the R/3 System in the context of Business Framework
Distributed R/3 scenarios with asynchronous connections using Application Link
Enabling (ALE)
PC programs as frontends to the R/3 System, for example, Visual Basic (Microsoft) or
Visual Age for Java (IBM).
Workflow applications that extend beyond system boundaries
Customersʹ and partnersʹ own developments
2. Another standard tool used for ISU (i.e. billing and FICA) is EMIGALL which is an Industry Specific Utility Data Migration Workbench.
Migration is an open interface for transferring master data and transaction data to IS‐U. The outflow is orientated around the target system IS‐U. This means that the data model or the function of the legacy system for migration is neither required nor used.The migration procedure cannot run based on tables, because of the relational SAP system data model and the considerable complexities it contains. Instead it has to compile related data in such a way as to guarantee consistency in the data after the transfer.
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The data is compiled into migration objects for the migration into the SAP application. In these units the data is transferred into the SAP system. At the same time, special service function modules have been created in IS‐U for the business objects of this application. They make an object‐orientated transfer possible. These modules operate in direct input mode and can thus avoid the performance disadvantages of batch input processes.The structure of a migration object is defined in controlling tables delivered by SAP. It can consist of several SAP structures. You can find all the structures connected with a migration object in the dictionary. User‐defined enhancements (fields) are taken into account at the same time.
Data can be extracted from the legacy system using user‐defined extraction programs. The exact record structure is determined per table settings in the Migration Workbench (transaction EMIGALL). Data sets that have been generated in this way, and transferred to your target computer by file transfer, are read and processed in the SAP system by the import program, which is generated by the customer system. The code conversion (EBCDID to ASCII) is carried out at the same time. The data is then formatted and transferred to the direct input module.
So, IS‐U Migration work bench represents an open interface & works with the business objects instead of database tables and with direct input instead of batch input.
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IMPLEMENTATION METHOD:
The implementation method used in MGL is similar to that of a waterfall model (i.e. Requirements, Design, Implementation, Verification and Maintenance).
The SAP CRM implementation was carried out in 5 phases as seen in the screenshot below:
Project Preparation Identification of Project Team Identifying Project Objectives Defining the project infrastructure in terms of hardware, network, office etc. Strategize the decision making process Obtain support of Top Management and Stake holder
Business Blue Print (BBP)
Documentation of Current Business Process and their inter linkages (As‐Is Process) Generally the implementation partner documents the processes in Question and Answer format called QADB (Question and Answer Database)
The project team would document how the processes will get mapped in SAP once it is in place (To‐Be Process)
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Realization
Configuration and development of processes identified in BBP Testing of the configuration and developments Unit Test Development Test Integration Test Create Authorizations of users for carrying out transactions of SAP users.
Final Preparation
End user training is conducted IT infrastructure and network are put in place Transaction Data that needs to be migrated to SAP from the legacy systems are prepared Mock Run is conducted Help Desk to support users after SAP is live is set up.
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MEASURING THE SUCCESS OF FIS
Success factor of SAP in MGL : People, People and People only
Active participation and involvement of all employees can pave the way for success of SAP
Holistic thinking – not just restricted to own’s business process Discipline in handling Systems Integration of all business processes on one common platform Improve first‐contact resolution with on‐the‐spot information and resources needed to resolve issues
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INTEGRATION OF FIS (SAP CRM) WITH OTHER FIS
SAP CRM has been integrated with the Billing Module
For example in case the customer logs a complaint that his/her last meter reading was not taken, then the call agent checks for the same in the system with real time data and if the meter reading is not there then the call is forwarded to the RRM (Revenue and Receivables Management) Team who then send personnel to the customers location and then the data is recorded in the SAP System.
SAP CRM has also been integrated with the Operations & Maintenance FIS
For example if the customer calls for Temporary Disconnection of their Gas connection then the Customer Care Agent forwards the call to the Projects Team who visit the customer and once the process of temporary disconnection is completed the data is updated in the System accordingly.
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BENEFITS OF USING SAP‐CRM (FIS)
The following are the benefits of using the SAP CRM from MGL point of view
Improve customer service by giving sales, marketing, and service users’ easy access to information and processes about customers.
Efficiency and Control with standardization of business process Integrated solution which can handle such a huge and growing customer base. Flexibility to adapt to changes like regulatory scenario Tracking and monitoring of Complex Projects Dynamic generation of information for better customer service and focus
Flexibility
Modules ready with Configurable options “Best practices” to choose from Online capabilities ‐ central database, access anywhere
Integration
One view of data ‐ No need for reconciliation Seamless integration across modules Embedded financial controls, audit trails, performance measurements Effective analytical tools
Standardization
Technology Process based Uniformity in work practices
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FUTURE SCOPE
MGL has presently implemented CRM by implementing SAP‐ERP and through minor customizations in the standard module. However if SAP‐CRM module is implemented in totality then the following additional benefits can be achieved.
Achieve a rapid ROI through fast implementation and intuitive operation Lower your total cost of ownership with a software‐as‐a‐service solution that requires no on‐premise installation or maintenance costs and that provides a predictable, pay‐as‐you‐go fee structure
Ensure an upgrade path for migrating to the full SAP CRM application without disrupting existing processes or deviating from your SAP solution road map
Protect your current SAP technology investment through integration with SAP ERP, enabling the centralized, accurate sourcing of data, comprehensive customer information, and streamlined business processes
Streamline service desk operations by enabling call center agents to track and resolve incidents and problems quickly and easily
Gain insights into service desk operations with built‐in analytics and add‐on tools from the SAP Business Objects portfolio
Satisfy customers and stakeholders by transparently defining and enforcing service level agreements
Optimization of values delivered with every customer interaction Increase loyalty with consistent, personalized customer experiences across all touch points
Increase customer retention by providing service employees with the information and tools they need to prevent churn
Reduce returns by enabling customers to solve their problems and by proactively resolving known product defects
Provide a consistent user experience across all interaction channels, including voice, text messaging, Web contacts, and e‐mail.
End of Report