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Solution Map

Solution Map. SAP Best Practices for CRM. Scope Definition of SAP Best Practices for CRM V1.701. This presentation describes the business scenario scope of SAP Best Practices for CRM V1.701 based upon the business map of SAP CRM 7.0 EHP1 .

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Solution Map

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  1. Solution Map SAP Best Practices for CRM

  2. Scope Definition of SAP Best Practices for CRM V1.701 • This presentation describes the business scenario scope of SAP Best Practices for CRM V1.701 based upon the business map of SAP CRM 7.0 EHP1. • Process categories (for example, Partner Channel Management) and main processes (for example, Case Management) not covered by SAP Best Practices for CRM V1.701 are „grayed out“. • Processes not covered by SAP Best Practices for CRM V1.701 are not listed.

  3. Contents 1. SAP CRM Enterprise 1.1. Marketing 1.2. Sales 1.3 Service • SAP CRM Interaction Center 2.1. Telemarketing 2.2. Telesales 2.3 Customer Service 2.4 IC Management

  4. SAP Best Practices for CRM Solution Scope Marketing Web Channel Interaction Center Partner Channel Management Marketing Resource Management Segmentation & List Management Campaign Management Real-Time Offer Management Lead Management Loyalty Management Trade Promotion Management Business Communication Management Sales Sales Planning & Forecasting Sales Performance Management Territory Management Accounts & Contacts Opportunity Management Quotation & Order Management Pricing & Contracts Incentive & Commission Management Time & Travel Service Service Sales & Marketing Service Contracts & Agreements Installations & Maintenance Customer Service & Support Field Service Management Returns & Depot Repair Warranty & Claims Management Service Logistics & Finance Service Collaboration, Analytics, Optimization E-Commerce functionality covered by solution SAP BP for ERP E-Commerce V1.603 Not included in CRM Functionality in SAP Business All-in-One, but available as separate Best Practices solution Included in CRM Functionality in SAP Business All-in-One* Part of SAP CRM standard [can be added] * To get details on the functionality covered within these scenarios please refer to the following slides

  5. SAP Product Available Partner Product Available Sxx, Vxx, Bxx SAP Product & Service Pxx Partner Product SAP Product Available with Future Releases Partner Product Available with Future Releases For more information see: http://www.sap.com Future Focus Collaborative Business Map Available SAP Customer Relationship ManagementMarketing Marketing Resource Management Segmentation & List Management Campaign Management Real-Time Offer Management Lead Management I,S I,S I,S Campaign Planning (S5, S4, S2, S3) Multiple Data Source Access (S5, S4, S2) Multiple Interaction Channels (S5, S4, S2) Marketing Calendar (S5, S4, S2) High Speed Data Search (S5, S4, S2) Automated Qualification (S5, S4, S2) Multichannel Campaign Execution (S5, S4, S2) Preview Lists (S5, S4, S2) Rule-based Distribution (S5, S4, S2) Pre-Filtered/Personalized Attribute Lists (S5, S4, S2) Personalized (E)Mails (S5, S4, S2) Mass Generation (S5, S4, S2) Sampling and Splitting (S5, S4, S2) Automatic Generation of Follow-Up Activities (S5, S4, S2) Call Lists (S5, S4, S2) Campaign Analysis (S5, S4, S2, S3) Embedded Predictive Modeling (S5, S4, S2, S3) Lead Surveys (S5, S4, S2) Personalized Filters (S4, S5, S2) Lead Analysis (S5, S4, S2, S3) Quick Counts (S5, S4, S2) Segment Deduplication (S5, S4, S2) Suppression Filters (S5, S4, S2) Target Group Optimization (S5, S4, S2, S3) Clustering (S5, S4, S2, S3) Data Mining (S5, S4, S2, S3) Decision Trees (S5, S4, S2, S3) List Management - List Format Mapping (S5, S4, S2)

  6. SAP Product Available Partner Product Available Sxx, Vxx, Bxx SAP Product & Service Pxx Partner Product SAP Product Available with Future Releases Partner Product Available with Future Releases For more information see: http://www.sap.com Future Focus Collaborative Business Map Available SAP Customer Relationship ManagementSales Sales Planning & Forecasting Sales Performance Management Territory Management Accounts & Contacts Opportunity Management Quotation & Order Mgmt. (ERP) Pricing & Contracts Incentive & Commission Management Time & Travel I,S I,S I,S I,S I Basic Pricing for Opportunity(S5, S4, S2) Pipeline Performance Management (S2, S4, S5) Market Segmentation (S5, S4, S2) Visit Planning (S5, S4, S2) Team Selling (S5, S4, S2) Quotations(S5, S4, S2) Fact Sheet (S5, S4, S2, S3) Competitive Information (S5, S4, S2) Order Capture(S5, S4, S2) Territory Assignment & Scheduling (S5, S4, S2) I,S Automatic Business Partner Assignment (S5, S4, S2) Complete Pricing for ERP documents (S5, S4, S2) Interaction History (S5, S4, S2) Account-specific Sales Processes (S5, S4, S2) Territory/ Organizational Mapping (S4, S5, S2) Activity Management (S5, S5, S2, S3) Automatic Business Partner Assignment (S5, S4, S2) Order Status Tracking (S5, S4, S2) I Sales Analysis by Territory (S5, S4, S2, S3) Email Integration (S5, S4, S2) Pricing (S5, S4, S2) Pricing (S5, S4, S2) Order Validation Check(S5, S4, S2) Relationship Management (S5, S4, S2) Activities (S5, S4, S2) Marketing Attributes (S5, S4, S2) Follow-Up Transactions (S5, S4, S2) Availability Check(S5, S4, S2) Customer Analysis (S5, S4, S2, S3) Anticipated Revenue (S5, S4, S2) Quotation and Order Analysis (S5, S4, S2) Buying Center (S5, S4, S2) Cross-/ Upselling (S5, S4, S2) Account Classification (S2, S4, S5) Sales Process & Selling Methodologies (S5, S4, S2) Opportunity Analysis (S5, S4, S2, S3)

  7. SAP Product Available Partner Product Available Sxx, Vxx, Bxx SAP Product & Service Pxx Partner Product SAP Product Available with Future Releases Partner Product Available with Future Releases For more information see: http://www.sap.com Future Focus Collaborative Business Map Available SAP Customer Relationship ManagementService Service Collaboration, Analytics, Optimization Service Sales & Marketing Service Contracts & Agreements Installations & Maintenance Customer Service & Support Field Service Management Returns & Depot Repair Warranty & Claims Management Service Logistics & Finance I,S I,S I,S I,S I,S I,S Service AgreementManagement (S5, S4, S2) Service Requests Processing (S5) Installed Base & Objects Management (S5, S4, S2) Warranty Management (S5, S4, S2) • Multichannel Integration (S5) Billing(S1, S5) Service Forecasting, Planning, Analysis (S5) - Service Order Quotation - Service Order Processes Service Contract Management Installation & Configuration (S5) - Service Employee Resource Planning - Service Confirmation Processing Service Level Management (S5, S4, S2) - Logistics Integration Processes - Service Order Analytics - Service Resource Planning - Resource Master Data - Assignment Management - Absences/Attendances Maintenance Knowledge Management (S5, S4, S2) Complaints Processing (S1, S5, S4, S2) - Returns Processing - Follow-Up Processes - Logistics Integration - Complaints and Returns Analytics

  8. Contents 1. SAP CRM Enterprise 1.1. Marketing 1.2. Sales 1.3 Service • SAP CRM Interaction Center 2.1. Telemarketing 2.2. Telesales 2.3 Customer Service 2.4 IC Management

  9. Interaction Center Telemarketing Campaign Execution Lead Management Personalization Accounts & Contacts Activity Management Telesales Quotation & Order Management Customer Service Help Desk Customer Service & Support Complaint Management Shared Service Center IT Service Desk Employee Interaction Center Accounting Interaction Center IC Management Knowledge Management Process Modeling Communication Channels

  10. SAP Product Available Partner Product Available Sxx, Vxx, Bxx SAP Product & Service Pxx Partner Product SAP Product Available with Future Releases Partner Product Available with Future Releases For more information see: http://www.sap.com Future Focus Collaborative Business Map Available Interaction CenterTelemarketing Campaign Execution Lead Management Personalization I,S I,S I,S Call List Assignment (I,S,R) Lead Generation (S5, S4, S2) Scripting (S5, S4, S2) Soft Phone (P1, S5, S4, S2) Lead Qualification (S5, S4, S2) Alert Modeler (S5, S4, S2) Interactive Scripts (S5, S4, S2) Questionnaire (S5, S4, S2)

  11. SAP Product Available Partner Product Available Sxx, Vxx, Bxx SAP Product & Service Pxx Partner Product SAP Product Available with Future Releases Partner Product Available with Future Releases For more information see: http://www.sap.com Future Focus Collaborative Business Map Available Interaction CenterTelesales Accounts & Contacts Activity Management Quotation & Order Management I I I Fact Sheet (S5, S4, S2) Automatic Business Partner Assignment (S4) Quotations (S5, S4, S2) Interaction History (S5, S4, S2) Order Capture (S5, S4, S2) Alerts (S5, S4, S2) Status and Result Tracking (S4) Automatic Business Partner Assignment (S5, S4, S2) Interactive Scripting (S5, S4, S2) Agent Inbox (S4) Multi Channel Interactions (P1, S5, S4, S2) Order Status Tracking (S5, S4, S2) Pricing (S5, S4, S2) Order Validation Check (S5, S4, S2) Fulfillment Synchronization (S5, S4, S2) Call List Processing (S5, S4, S2) Multi Channel Interactions (S5, S4, S2)

  12. SAP Product Available Partner Product Available Sxx, Vxx, Bxx SAP Product & Service Pxx Partner Product SAP Product Available with Future Releases Partner Product Available with Future Releases For more information see: http://www.sap.com Future Focus Collaborative Business Map Available Interaction CenterCustomer Service Help Desk Customer Service & Support Complaint Management I,S I,S Account Identification & Maintenance (S5, S4, S2) Information Help Desk (S5, S4, S2) Registered Product Identification (S5, S4, S2) Service Request (S5, S4, S2) Interaction History (S5, S4, S2) Interaction Record (S5, S4, S2) Scratch Pad Notes (S5, S4, S2) Interaction History (S5, S4, S2) Service Order & Request Management (S5, S4, S2) Multi-level Categorization (S5, S4, S2) Multi-level Categorization (S5, S4, S2) Knowledge Search (S5, S4, S2) Content Management Integration (S5, S4, S2) Solution Database (S5, S4, S2) Spare Parts and Services (S5, S4, S2) E-Mail and Chat Integration (S5, S4, S2) Service Quotations (S5, S4, S2) Auto Suggest (S5, S4, S2) Contract & Entitlement Management (S5, S4, S2) Escalation Management (S5, S4, S2) Service Level Management (S5, S4, S2) Service Level Management (S5, S4, S2) Escalation Management(S5, S4, S2) Warranty Management (S5, S4, S2) Installed Base Management (S5, S4, S2) Service Product Proposal (S5, S4, S2)

  13. SAP Product Available Partner Product Available Sxx, Vxx, Bxx SAP Product & Service Pxx Partner Product SAP Product Available with Future Releases Partner Product Available with Future Releases For more information see: http://www.sap.com Future Focus Collaborative Business Map Available Interaction CenterIC Management Knowledge Management Process Modeling Communication Channels I,S I,S I,S Automatic Number Identification (ANI) (S5, S4, S2) Solution Search (S5, S4, S2) Alert Management (S5, S4, S2) Interaction History (S5, S4, S2) Multiple Knowledge Databases (S5, S4, S2) Scripting (S5, S4, S2) Interaction Analysis (S5, S4. S2) Alert Modeler (S5, S4, S2) Interactive Auto Suggest of Solutions (S5, S4, S2) Rule Modeler (S5, S4, S2) Mail Forms (S5, S4, S2) Multilevel Categorization (S5, S4, S2) Fact Sheet (S5, S4, S2) Interaction History (S5, S4, S2)

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