CONTENTS

• CRM
• CRM SOFTWARE
• SAP
• SAP CRM SOFTWARE
• SAP IN WIPRO TECHNOLOGIES
 CRM

• Customer relationship management

(CRM) consists of the processes a
company uses to track and organize its
contacts with its current and
prospective customers.
• The term CRM generally refers to a
software-based approach to handle
customer relationships.
 CRM SOFTWARE

• CRM software is used to support the

processes such as:
• Information about customers can be
entered,stored and accessed by
employees in different company
departments.
• It also enhances customer
interactions.
SAP
 SAP

• SAP stands for Systems,Applications,

Products in data processing.
• SAP defines business software as
comprising Enterprise Resource
Planning and related applications
such as Supply Chain Management,
Customer Relationship Management,
Product life-cycle Management, and
Supplier Relationship Management.
 HISTORY OF SAP

• SAP was originally introduced in the

1980’s as SAP R/2.
• SAP R/2 was a mainframe system that
provided users with a soft-real-time
business application that could be used
with multiple currencies
and language.
• In 1992 SAP R/3 was developed which is
equipped with GUI.
 SAP CRM

DEFINITION:
SAP CRM is the customer relationship
management software that facilitates the user
to focus on the customer value, loyalty, and
profitability across the entire value chain using
the front-office and back-office functionality that
complements the industry-specific processes.
 CRM SOFTWARE FROM SAP
FEATURES AND FUNCTIONS:
1. MARKETING
2. SALES
3. SERVICE
4. INTERACTION CENTER
5. WEB CHANNEL
6. PARTNER CHANNEL MANAGEMENT
7. TRADE PROMOTION MANAGEMENT
 1. MARKETING

• Analyze,plan,develop and execute all

marketing activities through all
customer interaction points.
• Enables you to make intelligent
business decisions.
• E-marketing.
 2. SALES

Maintain focus on productive activity

to acquire, grow, and retain
profitable relationships with
functionality for sales planning and
forecasting.
 3. SERVICE

Reduce the cost of service while

enhancing customer satisfaction with
support for sales and marketing for
service.
 4. INTERACTION CENTER

Maximize customer loyalty, reduce

costs, and boost revenue by
transforming your interaction center
into a strategic delivery channel for
marketing, sales, and service efforts
across all contact channels.
 5. WEB CHANNEL

Increase sales and reduce

transaction costs by turning the
Internet into a valuable sales,
marketing, and service channel for
businesses and consumers.
6. PARTNER CHANNEL MANAGEMENT

Attain a more profitable and loyal

indirect channel by managing
partner relationships and
empowering channel partners.
 7. TRADE PROMOTION
MANAGEMENT

Empowers account and trade

managers to improve control and
visibility of the entire trade
promotion process.
 BENEFITS OF SAP CRM

• Improve customer service.

• Discover New Customers.
• "Cross Sell" and "Up Sell" Products More
Effectively.
• Make Call Centers More Efficient
• Simplify Marketing And Sales Processes.
• Identify and retain high-value customers with
customer loyalty programs
 AREAS OF APPLICATION OF SAP CRM
SOFTWARE

• AUTOMOTIVE INDUSTRY
• CHEMICAL INDUSTRY
• RETAIL INDUSTRY
• TELECOMMUNICATION INDUSTRY
• CONSUMER PRODUCTS
• MEDIA
• WHOLE SALE DISTRIBUTION
 WIPRO AND SAP

• Wipro is one of the largest product

engineering and support service
providers worldwide.
• Wipro Technologies is the global IT
services business of Wipro Limited.
• Wipro uses SAP Business suite 7.
• SAP Business Suite 7 plays a vital
role in creating a thriving ecosystem
aimed at customer success.
 WIPRO AND SAP

• SAP Business Suite 7 helps businesses align their

investments to immediate business value
through a fully integrated and flexible application
platform.
• Its aim is to help customers quickly ramp up and
benefit from the new flexible and modular
software suite to optimize business performance
and gain maximum value from IT investments.
 SAP IMPLEMENTATION

The SAP implementation process is

made up out of four main phases.

1:PROJECT PREPARATION PHASE

2:SIZING AND BLUEPRINTING PHASE
3:FUNCTIONAL DEVELOPMENT PHASE
4:FINAL PREPARATION PHASE
 1:PROJECT PREPARATION PHASE

In this phase, a vision of the future-

state of the SAP solution is being
created.
2:SIZING AND BLUEPRINTING PHASE

It is in this phase where the solution

stack is created and training is being
performed.
3:FUNCTIONAL DEVELOPMENT PHASE

In this phase,the functional activities

are being addressed.
 4:FINAL PREPARATION PHASE

In this phase,the last tests are

performed before the system goes
live.
 WIPRO AND SAP
INSTALLATION
• SAP delivers a complete technology
platform through SAP Net Weaver.
• SAP Net Weaver is a SAP front-end
software which is distributed using
NetWeaver SAP Setup.
• SAP NetWeaver works by means of
SDN-SAP Developer Network
INSTALLATION OF SAP SOFTWARE
 WIPRO-SAP INSTALLATION
The Installation Server mechanism is being used in
Wipro because:
 You have a central point (the Installation Server)
where you store SAP software for distribution.
 You can from this central point install SAP software on
end-user workstations via the Installation Server's
network share.
 You can add other SAP front-end software to this
central point and distribute from it.
 The administrator gets more control.
 You can make use of features like LSH (Local Security
Handling) where you, the domain administrator, allow
users on your domain to install SAP software on the
installation server on their workstations without
requiring local administrative privileges on the same.
INSTALLATION
SAP CHAIN
 SAP CRM MODULES

1:SAP FI MODULE
2:SAP CO MODULE
3:SAP HR MODULE
4:SAP MM MODULE
5:SAP SD MODULE
6:SAP BW MODULE
7: SAP QM MODULE
8: SAP PP MODULE
 1:SAP FI MODULE
FI means Financial Accounting.
Essentially this SAP module delivers your regulatory
‘books of record’, including
• General ledger
• Book close
• Tax
• Accounts receivable
• Accounts payable
• Asset Management (SAP AM)
• Consolidation
• Special ledgers
 2:SAP CO MODULE

The CO stands for Controlling.

Basically this SAP Module allows you to manage
your internal cost/management accounting,
including
• Cost elements
• Cost centres
• Profit centres
• Internal orders
• Activity based costing
• Product costing
 3:SAP HR MODULE

The HR is for Human Resources.

People are the important part of this SAP
module, including
• Employment history
• Payroll
• Training
• Career management
• Succession planning
 4:SAP MM MODULE

One of the most important SAP Modules where

MM is Materials Management.
It underpins the supply chain, including
• Requisitions
• Purchase orders
• Goods receipts
• Accounts payable
• Inventory management
• Master raw materials, finished goods etc
 5:SAP SD MODULE

Another one of the large SAP modules is

Sales and Distribution.
From order to delivery, including
• Sales orders
• Pricing
• Picking (and other warehouse
processes)
• Packing
• Shipping
 6:SAP BW MODULE

BW stands for Business (Data) Warehouse

which includes the following main
functions:
• Data extraction from source systems
• Some technical and functional
transformation of the data
• Storage of the data in what are called
Infoproviders
• Reporting (which uses Infoproviders)
 7: SAP QM MODULE

QM stands for Quality Managemen.

This SAP module improves the quality
of your goods, including
• Planning
• Execution
• Inspections
• Certificates
 8: SAP PP MODULE

One of the really big SAP modules is

Production Planning.
It manages your production process,
including
• Capacity planning
• Master production scheduling
• Material requirements planning
• Shop floor
 Wipro offers the following solutions:

• Wipro SAP Net Weaver Roadmap Program

• Wipro ESA Adoption Program
• Reporting Needs Analysis
• Business Architecture Workshop
• Package Evaluation Workshop
• Business Case Consulting
• Implementation Migration Study
• Project Scoping and Sizing
• SAP Net Weaver CoE Setup
Thank You!