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Credit Approval from Mobile-SAP CRM

27/11/2014
AGC Networks Limited
Vikas Kumar/Runjhun Payal
SAP Technology
Mail to: vikas.kumar5@tcs.com
runjhun.payal@tcs.com

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Table of Content
1. Description

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1.1Challenges

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1.2Benefits

..4
2. Solution Approach

5
3. Process Overview .

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3.1Road Map

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3.2Definition of Terms

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3.3Workfow Approval using Business Workplace
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3.4Workflow Approval through Mail
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4. Advantages

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5. Limitation

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6. Summary

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1. Description
The World is changing and we all know consumer experience is the new standard for
enterprise applications. The complex and feature-rich experience must be replaced by a
simple, intuitive, and mobile experience. Keeping this in mind we made a step ahead in
approval of credit limit for New customer. In B2B scenario transaction for money is not so fast
as compared to B2C. To overcome delay in process , we should enhance the decision making
step in order to minimize time.

1.1 Challenges
1. In any process a decision step is involved, where an action is required to move it further to
the next level. In the process of clear order booking customer credit approval is required from
higher management. Once it gets approved
further processing of orders can be carried forward.
2. Higher management is also involved in attending meetings, conferences which delay the
work items as they are not supposed to work in the meetings.
3. If any step is pending for approval, then the other dependent processes will not be
completed on time. This may lead to an escalation which is not a positive sign for any
organization.
To overcome these challenges we have developed an application where credit of new
customer can be approved from mobile. This will provide a positive impact for new customer
and business for making the order get delivered on time. Customer satisfaction is always a
challenge for Business and these kind of technologies can overcome this challenge.

1.2 Benefits
The improved process will serve the following benefits:
1. Eliminating the need to Log into SAP to process the work item from Business workplace.
2. Increase mobility and efficiency as other dependent processes will be executed on time.
3. Hence, using this concept, we can now process work items, approve/reject them remotely,
without having to log into SAP.
4. New customer will turn to regular customer on 100% satisfaction. At the end its all about
retaining and maximizing the count of new customers.

2. Solution Approach
Actions:
Actions are used in maintaining and improving business relationships. We can schedule and start predefined
conditions with the Actions component by means of user-definable conditions from transaction and
marketing objects.
Actions use the Post Processing Framework (PPF), a Basis component, which can be automated with the
initiation of outputs, follow-on documents or workflows. Using the Actions tab page within a business
document, you can display a list of actions that can be included in the business transaction.

An action profile is determined from the corresponding transaction type or item category.

Actions are stored as action definitions within an action profile.

You can control action processing using different settings and parameters:

Action changeable or executable in dialog

Action displayed in toolbar (SAP GUI)

Processing time (when saving the document or via selection report)

Partner dependence

Determination technique

Action merging

Processing types (with entry of the desired form name)

1.2 FEATURES OF ACTIONS


You can define actions dependent on conditions so that the system automatically schedules and starts them
when the conditions are fulfilled. With actions you can:

Create follow-up transactions automatically

Execute changes in the transaction or marketing object currently being processed, for example,
create new items, or status inheritance by subordinate elements in marketing objects

Output in print, by faxing or e-mail

Actions are displayed in transaction documents that support actions and to which an action profile is
assigned. You can display a list of actions scheduled for the document on the Actions tab page of a
transaction document. The following information is displayed in the list for each action:

Status (action scheduled, action processed)

Description (purpose of action)

Conditions (settings for action definition and conditions are displayed)

Creator, Creation date

There are various processing types for actions:

Methods (Business Add-Ins)

Methods are Business Add-In (BADI) implementations. You can define your own BADI implementation to
adapt actions to your processes and needs. (EXEC_METHODCALL_PPF is the relevant BADI.)
Examples for standard methods include the following:

COPY_DOCUMENT (create a follow-up document)

COMPLETE_DOCUMENT (set status completed within document)

CREDIT_MEMO (create credit memo item)

REPAIR_ITEM (create a repair item)

1O_EVENT_CREATE (create a workflow event)


SAP Business Workflow

This is suitable for more complex processes, for example, a follow-up transaction that includes an approval
process.

Smart Forms
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SAP Smart Forms must be used to print, e-mail or fax documents such as an order confirmation. You can
use the graphics tool, SAP Smart Forms, to design the layout of output forms.
SAP delivers several Smart Forms for outputs in SAP CRM:

Form CRM_ORDER_CONFIRMATION_01 (suitable for faxes, letters, and e-mail)

Form CRM_ORDER_LEASING_01 (suitable for faxes, letters, and e-mail)

Form CRM_OPPORTUNITY_01 (suitable for faxes, letters, and e-mail)

SAP Smart Forms offer the advantage of adapting forms without requiring programming knowledge,
thanks to a completely graphical user interface.
When you request a printout of a form, the application program obtains the relevant data to be used and
prints it on the form. Data retrieval and form logic are separated from one another.
SAP Smart Forms replace SAP-Script forms (migration from SAP-Script forms to Smart Forms is
supported).
2.0 HOW TO CREATE AN ACTION
2.1 STEP-BY-STEP PROCEDURE
2.1.1 Enter into any SAP-CRM Server and move to Transaction SPRO.

2.1.2 Press SAP Reference IMG -> Customer Relationship Management ->Basic Functions -> Actions ->
Actions in Transactions.

2.1.3 To create an Action Profile Click on

2.1.4 Now Press the Execute Button

. First read the documentation.

to start creating an Action Profile.

For each of the approval steps in the work flow, class is called in program exit tab. Through
this class, a back ground job is submitted which passes work item details and fetches data
accordingly. Here, in this job a mail is triggered to user with details required for approval of
particular process and links are given to approve or reject the process. The links given are
that of web dynpro application created which captures users remarks and approval status.
Also, the URL which is displayed on opening the links is encrypted ensuring confidentiality of
the process. Once the user takes action i.e., APPROVE or REJECT then corresponding work
item is processed and the work flow moves ahead. User can process the work item either
through mail or through SAP inbox as in normal scenarios. In order to enable user to process
work items offline we need to follow below mentioned steps.

Create a class which will be called in program exit tab of workflow approval step.
Through this class a background job will be submitted with work item details. The
background job will fetch the request details via work item and will trigger a mail with
all required information to process the particular task. The mail body will contain the
links to APPROVE or REJECT the task.

Create a web dynpro application with a view to display pop up window in main window
when user clicks on APPROVE or REJECT link. The view will be designed as shown
below.

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On click of submit button corresponding work item would be completed using


'SAP_WAPI_DECISION_COMPLETE' or 'SAP_WAPI_WORKITEM_COMPLETE' depending on
the case whether the approval step is a decision step or activity step. The remarks
entered by the user will be saved into system using 'SAVE_TEXT.

On click of cancel button no action will take place. User can process the work item
later when required.

In case the work item has already been processed by the user then corresponding
message will be displayed as shown below.

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All main body content required for approval process is fetched during background job
when mail is triggered. Data is displayed in tabular format which can be changed
dynamically through table ZWORKFLOW_PARAM

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3. Process Overview
3.1 Road Map
The following process shows a test scenario of the approval process for new customer.
1. Initiate for Credit Release

Set status "Initiate for


Credit Approval"

Is there
any
error..??

Error should be
removed. It will not
allow to save with the
status.

Action got triggered


for credit Approval

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2. Customizing Standards
Steps:

3.2 Definition of Terms


Quotation: A Quotation is a legally binding offer to deliver specific products or a selection of a
certain amount of products in a specified time frame at a predefined price.
Discount: It is a value which is reduced from the Selling price of material.(D)
Cost: This is the actual price of material at which the seller company purchases from the
vendor.(C)
Selling Price : This price is offered to customer.(L)
Margin: ((L-D)-C/(L-D))*100
"If the margin is more, Approval level will reduce. If the margin is less, higher level approver
is required".
Discount Payment Matrix: Depending on this matrix maintained in CRM, work item will move
to Approvers as mentioned below:
1st Approver

If margin is less than 23%

2nd Approver

If margin is less than 20%

3rd Approver

If margin is less than 19%

After every approval, system checks margin, if the condition meets, it will release or move
forward the Quotation.
Note: This matrix needs to be maintained as pre-requisite in order to process the work item
triggered from workflow.
In this document a demonstration is provided to cover both the scenarios where Approvers

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will approve Quotation using Business Workplace and from Mail.


Analysis: After completion of scenario we will analyse both processes and figure out the
advantages of using Sales Quotation Approval workflow from mail.
This Demonstration is provided on client environment; hence, we have not disclosed the
name of the client and have taken snap-shots accordingly.

3.3 Workflow Approval using Business Workplace


Steps for approval made by Approvers using Business workplace:
1. Once the status is set to Initiate for Disc Approval, workflow will be triggered.

2. Workflow will be triggered

3. In workflow overview, we can view on which level this is pending.

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4. In SAP Business workplace/Inbox, they used to approve or reject the workflow triggered.
Once an action is executed, status will change accordingly.

5. Approve by clicking the required work item

6. A pop up will open and from there approver can take the decision.

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As per current scenario, Approvers have to use these steps to complete the Approval
process. Hence, an Improvement in the process was required to enhance the efficiency and
increase mobility.

3.4 Workflow Approval through Mail


Steps for Approval of Quotation from Email.
Same till 1st Step, after that a mail will be triggered to Approvers and they can access the
same from any device. They only need Internet in their device. No SAP Logon required..!

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On Clicking to Approve or Reject Link after seeing the details in mail, a pop up box will be
open for capturing the comment and action.
1. One time login required

2. A pop up box will open to take comments

3. After this screen will be closed and action will be recorded. Work item will be Approved/
Rejected and the comment will be recorded.

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4. Advantages
The various working steps, features and advantages of this demo are mentioned below:
1. The workflow template consisting of a multiple user decision step with a work item exit
will generate an HTML Notification E-Mail to the Approver who also has received the User
Decision Work Item for processing.
2. This HTML E-Mail will demonstrate the data in Tabular Format and provide two links to the
approver; APPROVE and REJECT.
3. These links are typical MAILTO links. On clicking either of these links, the system will
generate an auto e-mail to send to the SAP System.
4. This e-mail will have the TO field auto-populated with the Offline System SAP ID and the
Subject also auto-populated with the action (A or R, for APPROVE or REJECT) and the Work
Item ID of the User Decision step that was sent to the approver.
5. User will not have to enter the SAP User ID or Password to send this auto email.
6. The user thus does not need to log on to the SAP System.
7. The user need not be in the SAP Network or VPN to send this email.
8. The user does not need to have SAP GUI present, since these links are not SAP Short Cut
Links that need SAP GUI.
9. Any application that can process MAILTO links can send these auto e-mails. Hence this
works even in handheld devices like iPhone, Blackberry, etc.
10. This works in various Internet Browsers. I have tested this in various versions of
Microsoft Internet Explorer, Google Chrome, etc. Works on both Web Mail version of
Microsoft Outlook and Normal Outlook
11. No need to schedule any batch job for programs like RSWUWFML2.
12. Highly customizable and easy to implement & No third party tool required.

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5. Limitations
1. The only pre-requisite is to have the Internet connection; this cannot work in offline mode.
2. If an employee resigns, then the work item needs to be forwarded to active employee. But
before that employee email id and details needs to be assigned in the matrix.
3. Once the work item has been approved from SAP Business workplace or via mail, this
cannot be processed twice.

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6. Summary
1. Using this process, we can make the process simple and mobile.
2. Workflow is generally approved by higher management; their time is saved and utilized on
other offline activities.
3. There are other transaction based products in SAP which needs not be configured. Same
action can be processed from this configuration.
4. This process makes the entire scenario simple and easy. This can be accessed through any
device with a requirement of Internet.
5. In case in future new approver levels are added or removed, there is no major impact on
the process and requires minimal efforts to incorporate changes for new level.

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Thank You

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