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SAP CRM Internet Sales Online Services for Prospective Students. Nata ša Gerbscheid-Rakić University of Amsterdam. What online services for prospective students are available at your university? What online services for prospective students would you like to be available at your university?

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SAP CRM Internet Sales Online Services for Prospective Students

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Sap crm internet sales online services for prospective students

SAP CRM Internet SalesOnline Services for Prospective Students

Nataša Gerbscheid-Rakić

University of Amsterdam


Intro

What online services for prospective students are available at your university?

What online services for prospective students would you like to be available at your university?

Are the back-office processes behind the online services at your university efficient enough?

Intro


Theme

How can SAP CRM Internet Sales be used to improve the on-line services and the back-office processes

Theme


Agenda

University of Amsterdam (UvA) and SAP CRM

Processes prior to the implementation of SAP CRM Internet Sales

Goals of the implementation project & business case

Project results: functional & technical

Processes after the implementation

www.uva.nl (demo)

Implementation & subsequent projects

Agenda


University of amsterdam

Number of students 23.375

Students admitted in 2004 5.053

Staff: 3.258 fte

4.192 persons

University of Amsterdam


Uva and sap crm

End 2001: decision to implement SAP CRM 3.0

Live date: 2nd December 2002

Targets groups:prospective students

students

press connections

PhDs

(Alumni still to follow in 2005-2006)

70 users

UvA and SAP CRM


Processes in sap crm

Prospective students

Brochure orders en Events registrations

Marketing

Analytics

Foreign student application

Colloquium Doctum

Students

Scholarschips & financial aid: applications, decisions, payment approval

Registration of different appointments: psychologist, job service, exchange programme service, etc.

Processes in SAP CRM


Processes in sap crm1

Press connections

Press adresses & attributes

Segmentation & Mailings

PhDs

Promovendi

PhD data

Defenses

Processes in SAP CRM


Cic customer interaction center

CIC (Customer Interaction Center)


Person sap business partner

Person (SAP Business Partner)


Student sap relations

Student (SAP relations)


Brochure order sap order

Brochure order (SAP order)


Event registration sap order

Event registration (SAP order)


Brochure sap product

Brochure (SAP product)


Event sap product

Event (SAP product)


Foreign students application sap activity

Foreign Students Application(SAP activity)


Processes before the implementation

Brochures orders & events registrations

Web orders/registrations received as e-mails at SIC

E-mails to printers

From printers to a pile of paper

Manually in SAP CRM

Daily batch run: printing letters of confirmation (invoices in SAP)

Foreign students application

Preliminary application form (PAF) by post

Manually in SAP CRM

Reply (n different letters) by post

Phone inquires about status by applicant

Processes before the implementation


Business case

Brochures/events

100 – 400 orders/registrations a day

5 min work for one order

8 – 33 hours work a day

2.6 fte (based on 20 hour work a week)

Foreign students procedure

Mailing expenses

Personnel expenses: manual data enter in SAP CRM

Personnel expenses: phone info

Reply sometimes after one month

Business case


Project goals

Improving of the processing of

web orders of academic programme brochures

web registrations for info-events

applications for foreign students procedure

by using SAP CRM Internet Sales.

faster, less effort, less paper, fewer mistakes

Project goals


Project assumptions

No changes of SAP CRM

No changes of procedures

Standard SAP CRM Webshop

Availability of UvA project members

Processes after the implementation

Project assumptions


Results functional

Dutch webshop for brochures and events

English webshop for brochures and events

English webshop for Foreign Students Procedure

with a direct link to SAP CRM

Results functional


Results technical

Results technical


Processes after the implementation

Brochures orders & events registrations

Web orders/registrations automatically in SAP CRM

Confirmation directly by e-mail

Daily batch run: printing letters of confirmation (invoices in SAP)

Foreign students application

Preliminary application form (PAF) only via web

automatically in SAP CRM

Confirmation directly by e-mail

Inquiries about status via web

Processes after the implementation


Implementation

Phases:Release 1(Sept – Dec 2004)

Release 2 (Jan – March 2005)

Project organisation

project evaluation: lessons learned

subsequent actions

Implementation


Subsequent projects

Webshop “Introduction Week”

Internet Customer Self-Service: FAQs

Subsequent projects


Questions

Questions


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