Monsanto Online Ordering using Web Channel

SAP CRM Implementation Overview October 8 – 9, 2007

Overview

Overview

SAP AG 2007 / 2

Current High Level Services Flow at Monsanto
Internet DMZ Internal Network
Preliminary Validation Owner: ECG Retrieve Grower Order List Owner: ECG

1 CDW 4

Retrieve Grower Order Detail 5 Owner: ECG Retrieve Grower Order Summary - Owner: ECG

6 ECG

SeedTrak GUI Application * *

Web Services

Retrieve Dealer Agreement Owner: IRD??

?

Retrieve Customer Hierarchy 2 Owner: IRD? Retrieve Product Hierarchy Owner: IRD??

3

Browser

Farmsource

Retrieve Customer Order Summary(COS) - Owner: FS Retrieve Dealer Order List Owner: FS

IRD 7 13

Retrieve Dealer Order - Owner: FS 10 Create/Update Dealer Order Owner: FS 11 Retrieve Product Availability Owner: FS 12 Gateway GUI Retrieve Allocation - Owner: DFS Update Allocation - Owner: DFS DFS

9 8

WebMethods

SAP R/3, 46c Custom RFCs that provide all services with functionality

SAP AG 2007 / 3

JCO

Move from Action to Intelligent Portals utilizing EP while leveraging E-Commerce tool sets of SAP CRM for ordering activities.Monsanto – To be Model Move from multi step ordering process to a single step ordering process. Build base for Customer centric processes to expand on Business initiatives. SAP AG 2007 / 4 . Consolidate data components from multiple systems into a system that can leverage out of box functionality for additional attributes as enablers for above options.

Monsanto – Key Business Requirements Real Time availability info online (ATP and Allocation) for Product Listing. Ordering Supply (Allocation consumption on save) .tight supply Peak ordering is during Allocation Ordering is at Grower level. but in-house order maintenance update at Dealer Level (consolidated level) – includes Substitutions. Transfers Direct Ship Orders Returns SAP AG 2007 / 5 .

6c will be upgraded to ECC version xx in the spring of 2009. R/3 4.Monsanto – Other Key Considerations Design considerations using CRM for FY’09 startup should facilitate the next project (s) Customer Interaction Center Others that evolve as our roadmap is finalized. Any design proposals should be re-usable from an E-ordering and system-system (B2B xml. SAP AG 2007 / 6 . web services) perspective Dynamic product listing/availability capabilities to be available via the product catalog.

To be solution – Efficient Load Distribution SAP AG 2007 / 7 .

To be solution – Monsanto – Option 1 SAP AG 2007 / 8 .

CRM E-Selling Architecture SAP AG 2007 / 9 .

CRM E – Selling (B2B) CRM E – Selling (B2B) SAP AG 2007 / 10 .

enables an end-to-end order-to-cash process.0 enable the complete sales process to run on the Internet.E-Selling The e-selling capabilities of CRM 5. SAP AG 2007 / 11 . Personalized. interactive.

Ordering with E-Selling Shopping basket management: Create order Create quotation Create order template Save shopping basket Multiple process types for a Web shop Contract Management Catalog: Product Catalog Customer specific catalog views Search and Attribute Search Availability check Available-to-promise check: SAP ERP SAP Advanced Planner & Optimizer SAP AG 2007 / 12 .

for example: Business partner Customer’s credit limit Credit card authorization Line item notes Header notes Partner-Product Relation: Customer specific catalog views Partner Product relationship Change ship-to address and delivery date per item Add notes: For whole basket For line items Define delivery dates: For whole basket For line items SAP AG 2007 / 13 .Ordering with E-Selling Real-time online validation of all order-related data.

Ordering with E-Selling Other Features: Payment Methods (Credit card. via e-mail) SAP AG 2007 / 14 . Invoice. Cash on Delivery) Delivery Priority Relevant Shipping Conditions Order Confirmation (In Web shop.

Online Validation Real-time online validation of: Business partner Products Ship-to address Sales organization Minimum order quantity Customers’ credit limit Credit card authorization Contract Validation Contract Item validation Business Partner Hierarchy Catalog views. PPR Credit card authorization: Via generic payment card interface Certified solutions from software partners available SAP AG 2007 / 15 .

and so on for other Business partners in the hierarchy For example companies that are related to each other (main dealer and its branches) can create order for companies in the hierarchy . SAP AG 2007 / 16 .Order and Quotation Management Business partner hierarchy: Business partner hierarchy enables users to create orders. quotations. Suited for modeling Dealer to Grower relationship.

Contracts The B2B Web shop supports contract release orders based on CRM sales contracts: Quantity contracts Value contracts Contracts containing one or more products grouped by a partner product range The customer can access: List of contracts for a sold-to party List of contract items List of products of a contract item Business attributes of contract items SAP AG 2007 / 17 .

SAP AG 2007 / 18 .Contracts In the catalog-specific customer contract. When ordering products. lead times. data can be displayed in addition to product details (for example. prices. the corresponding contract numbers and items are transferred to the shopping basket. and quantities). allowing for release orders from contracts. target values.

Contracts: Benefits Customers have the relevant information right on hand when they need it. quotation. Immediate update of contract information is available when ordering a product. SAP AG 2007 / 19 . or order template. A contract can be used as a template for creating a new order.

Marketing : Accessories in Product Catalog SAP AG 2007 / 20 .

Marketing : Cross Selling / Up Selling SAP AG 2007 / 21 .

Status Check Online status check providing up-to-date information on: Orders Quotations Order templates Invoices Credit memos Down payments Auctions Schedule lines (with APO) Back orders Order tracking Interface to external logistics providers (for example. UPS and FedEx) SAP AG 2007 / 22 .

Document Search Enhanced generic search framework: General enhancements – Multi-line result lists – Maximum hits restriction – Usage of Java basket as back-end New objects using the framework – Search for contracts – Search for invoices from SAP ERP – B2C scenario Documentation of the framework integrated into the general E-Commerce extension guide SAP AG 2007 / 23 .

CRM – R/3 integration CRM – R/3 integration SAP AG 2007 / 24 .

Standard Scenario SAP AG 2007 / 25 .

X SAP AG 2007 / 26 .Scenario .

Scenario .Y SAP AG 2007 / 27 .

Scenario – X+Y SAP AG 2007 / 28 .

Scenario – Z SAP AG 2007 / 29 .

multilevel ATP Alternative locations Alternative products Integrated with production planning Checks against actual production plan Considering capacity constraints Integration of legacy systems SAP AG 2007 / 30 . real-time ATP Rule-based. real-time ATP with temporary reservation Rule-based.Available-to-Promise (ATP) Check ATP check with SAP R/3: Snapshot of current stock Temporary reservation +30 -10 ATP request +10 Confirmation Make ATP check with SAP APO: Global. multilevel ATP – Alternative locations – Alternative products (substitutes) Global. multisite. multisite.

There. the check can occur in the R/3 system or against SAP APO. An item category which differs in SAP CRM is not taken into account for the check. the availability check against APO occurs there and the corresponding quantities are reserved. After the transfer to the R/3 system. Availability information in the CRM server against APO You only collect an availability information from APO without reserving quantities. The confirmed quantities are determined by the R/3 system after the transfer and replicated to the CRM server with the reply. The confirmations are sent from the CRM server to the R/3 system and copied there. The requirements are written by the R/3 system and the schedule line numbers are mapped between CRM server and R/3 system.Scenario A and ATP The following availability check scenarios are possible Delayed availability check Carry out the availability check after the replication of the order in the R/3 system. SAP AG 2007 / 31 . the system always checks with the standard item category according to SAP R/3 Customizing. The confirmed quantities are transferred to the CRM server Availability check from SAP CRM in SAP R/3 During the availability check from SAP CRM.

Monsanto CRM E-Selling Processes Monsanto Processes SAP AG 2007 / 32 .

COM_PCAT_ATP_CHECK.Monsanto Processes Order Taking Process 2 steps to 1 step – Grower Order / Dealer Order GO order split (by Material) in DO Availability Check/ Allocation / Reservation Product Availability Allocation / Reservation Product Catalog Dynamic Product Listing Availability Check in catalog . CRM_ATP_INFO_BADI Product Replacement Dealer Product Replacement Monsanto Initiated Substitutions Other processes Orders from External systems SAP AG 2007 / 33 .

Monsanto Processes – Gaps Order Tracking Process Grower Order to Dealer Order Relationship Grower Order details (split up) by Material by Dealer Order Custom Availability checks Allocation / Reservation Product reservation Order Change Interdependent change of orders Process Optimization for Multi-Tasking of Grower Order E-Commerce UI Enhancements Removing Frames from standard B2B Adding new process steps SAP AG 2007 / 34 .

CRM Scope and Estimation Scope and Estimation SAP AG 2007 / 35 .

SAP CRM E-Commerce Solution Map SAP Solution Map E-Marketing Catalog Management Content Management Personalization Email & Web Campaigns Store Locator E-Selling Quotation & Order Management Knowledge Management Shopping Basket Interactive Selling & Pricing & Contracts Management Configuration Web Auctions Selling via Partners E-Service Service Order Management Live Support Installed Base Complaints & Returns Billing & Payment Account Self Service In scope for current E-Commerce project at Monsanto E-Marketing Catalog Management Content Management Personalization Email & Web Campaigns Store Locator E-Selling Quotation & Order Management Knowledge Management Shopping Basket Interactive Selling & Pricing & Contracts Management Configuration Web Auctions Selling via Partners E-Service Service Order Management Live Support Installed Base Complaints & Returns Billing & Payment Account Self Service SAP AG 2007 / 36 .

Perspective Enterprise Marketing SAP AG 2007 / 37 .Solution Map Approach Typical CRM approach Helps to visualize. plan and implement mySAP CRM Channel Perspective Arch.-Center Sales CRM Analytics Service Channel Mgmt. Line-of-Business Appl. Svc. E-Commerce Int. & Technology Field Appl.

etc. Utilities. Pharma. quotations and contracts Pricing and billing Opportunity and Pipeline Management Integrated sales planning and forecasting Account and Contact management Sales methodology and Sales Assistant Task and Activity management Sales analytics Outlook/Notes Integration “Industry Solutions” = ICM. LAM.CRM Scope and Estimating Enterprise Sales Product Overview Sales orders. SAP AG 2007 / 38 . IPM. TPM.

CRM Scope and Estimating Enterprise Sales and Service Roles and Resources CRM Project Manager – Project Management CRM Sales/Service (Functional) – – – – CRM Organizational Structure CRM Master Data CRM Transactional Configuration Business Blueprinting CRM Middleware (Technical) – Configuration and Master Data synchronization from ERP – Transaction data communication between CRM and ERP CRM Tools (Technical) – – – – CRM Business logic CRM Flow logic CRM Presentation logic CRM User Exits SAP AG 2007 / 39 .

if needed) – Standard configuration of IPC – Development of Pricing User exits/Routines – Variant Product Configuration (if part of scope) Portals (if People Centric CRM in scope) – Installation of Portal (EP) – System and component connectivity – System administration CRM Analytics (if BW in scope) – Configure CRM Analytics Infocubes – Configure BW Custom Cubes SAP AG 2007 / 40 .CRM Scope and Estimating Enterprise Sales and Service Roles and Resources CRM Basis/Systems (Technical) – Installation of Basis Systems (CRM. R/3 and other mySAP solutions) – System and component connectivity – System administration IPC (Part Time .

7? Complex User Exits in Pricing? Interfaces to Systems Other Than R/3 Is Required? Multiple Languages Required? Customer/Material Master Record in R/3 is Extended? Large number of CRM Scenarios? (Service) – Converting from SM? Assumptions – If answer is ‘YES’ to one or two of the questions it becomes a “Medium Complexity” project – If answer is ‘YES’ to three or more of the questions it becomes a “High Complexity” project SAP AG 2007 / 41 .CRM Scope and Estimating Enterprise Sales and Service Questions/Assumptions Top Questions for a High Level Estimate – – – – – – – – – – – Is Customer Is Organizationally Complex? Multiple Back Ends? Quotations or Order Management in Scope? Configurable Products? R/3 Version Is Lower Than 4.

SAP CRM Technical framework E-Commerce enhancement framework Custom process in order taking UI enhancements CRM Post Processing Framework (PPF) Automated creation of Dealer Order Trigger order change notifications Middleware Enhancement Interdependent change orders Cross System Lock Design Interdependent change of orders CRM BAdI framework BAdI in CRM Order. etc. CRM XIF Adapters Integration with external systems. Pricing. SAP AG 2007 / 42 . Availability Check.

CRM Scope and Estimating Enterprise Sales and Service Project Durations Low 3 Months ** 5 Months ** 9+ Months ** (2-4+ weeks Post Live Support) Medium High Resources Project Manager Functional Middleware Basis Tools IPC Portals CRM Analytics ** .Does not include custom enhancements SAP AG 2007 / 43 .

CRM Scope and Estimating E-Commerce Product Overview User Management Product Catalog Management Internet Pricing and Configurator (IPC) Shopping Basket/Order Management Fulfillment and Monitoring Marketing and Personalization E-Service Multi-Channel Interaction Analytics SAP AG 2007 / 44 .

CRM Scope and Estimating E-Commerce Project Roles and Resources CRM Project Manager CRM Internet Application (Functional) – – – – – – – – – CRM Organization and Process configuration CRM Master Data CRM Business Process CRM Contact Person/User registration and administration CRM Product Catalog CRM Internet Marketing CRM Internet Customer Self Service CRM IPC Pricing and Taxes CRM IPC Product Configuration CRM Middleware (Technical) CRM Internet Tools (Technical) – – – – – CRM Business logic CRM Flow logic CRM Presentation logic Web development IPC Pricing/Config User Exits SAP AG 2007 / 45 .

CRM Scope and Estimating E-Commerce Project Roles and Resources CRM Basis/Systems (Technical) IPC (if needed) CRM Analytics (if BW in scope) SAP AG 2007 / 46 .

little or no custom enhancements necessary.CRM Scope and Estimating E-Commerce Questions/Assumptions Top Questions for a High Level Estimate – – – – – – – – – – – Customer Is Organizationally Complex? How many sales areas? Quotations or Order Management in Scope? Configurable Products? R/3 Version Is Lower Than 4. complex pricing. complex order entry processes SAP AG 2007 / 47 . complex order status – High Complexity .web branding. design. interfaces required.7? Complex User Exits in Pricing? Interfaces to Systems Other Than R/3 Is Required? Multiple Languages Required? Customer/Material Master Record in R/3 is Extended? Will Credit Card Validation be used? Will an external tax package be used? Assumptions – Low Complexity . BW Integration. SSO Integration into existing Portal.multiple languages. vanilla web design. business process & org. large data downloads. ‘as is’ approach – Medium Complexity .

SAP CRM Technical framework E-Commerce enhancement framework Custom process in order taking UI enhancements CRM Post Processing Framework (PPF) Automated creation of Dealer Order Trigger order change notifications Middleware Enhancement Interdependent change orders Cross System Lock Design Interdependent change of orders CRM BAdI framework BAdI in CRM Order. etc. SAP AG 2007 / 48 . CRM XIF Adapters Integration with external systems. Pricing. Availability Check.

Does not include custom enhancements SAP AG 2007 / 49 Additional time for custom work: Custom enhancements to web Application – 16 weeks Ordering Process – 8 weeks Availability /Allocation/ Reservation – 6 weeks Cross System Lock – 5 weeks Portal integration – 3 weeks NWDI processes – 5 weeks .CRM Scope and Estimating E-Commerce Project Durations Low 12 Weeks ** 18 Weeks ** 22+ Weeks** (2-4+ weeks Post Live Support) Medium High Resources Project Manager Functional Middleware Basis Tools IPC Portals CRM Analytics ** .

Portal / Channel Management Portal / Channel Management SAP AG 2007 / 50 .

E-Service.SAP Customer Portal The Customer Portal provides a single point of access to E-Selling. and Online Support and Self-Services Direct access to sales and service applications Single Sign-On Full contact history of sales and service activities Personalized product recommendations News and information pushed to customers Store locator Online billing and payment Personalization features Access to live support Administrative self-services SAP AG 2007 / 51 .

SAP AG 2007 / 52 . and Online Support and Self-Services. E-Service.Customer Portal : E-Commerce within a Portal The Customer Portal provides a single point of access to E-Selling.

CRM Channel Management CRM provides companies with a platform to manage channel partner relationships and enable partners to sell more effectively – resulting in a more profitable indirect channel Partner Management and Analytics Channel Marketing Channel Sales Channel Service Channel Commerce Channel Manager Channel Partner Partner Portal Customer Channel Manager Portal SAP AG 2007 / 53 .

Channel Commerce – Overview Incorporate channel partners into your e-commerce strategy and enable collaborative selling across organizational boundaries: Collaborative Showroom Distributed Catalog and Content Management Distributed Order and Inventory Management Hosted Partner Sites* Channel Commerce Analytics Channel Manager Channel Partner Customer * Future release SAP AG 2007 / 54 .

Channel Management : Lead Management SAP AG 2007 / 55 .

Collaborative Showroom SAP AG 2007 / 56 .

CRM Marketing Marketing SAP AG 2007 / 57 .

Marketing : Global Product Recommendation SAP AG 2007 / 58 .

Marketing : Top n List SAP AG 2007 / 59 .

Marketing : Personal Product Recommendation SAP AG 2007 / 60 .

Marketing : Accessories SAP AG 2007 / 61 .

Marketing : Accessories in Product Catalog SAP AG 2007 / 62 .

Marketing : Cross Selling / Up Selling SAP AG 2007 / 63 .

Marketing : Campaign in B2B Web Shop SAP AG 2007 / 64 .

CRM Analytics

Analytics

SAP AG 2007 / 65

CRM Analytics

SAP AG 2007 / 66

Analytics : Customer Analytics

SAP AG 2007 / 67

Analytics : Product Analytics SAP AG 2007 / 68 .

Analytics : Marketing Analytics SAP AG 2007 / 69 .

Analytics : Sales Analytics SAP AG 2007 / 70 .

Analytics : Service Analytics SAP AG 2007 / 71 .

Analytics : Interaction Channel Analytics SAP AG 2007 / 72 .

CRM Analytics : Architecture SAP AG 2007 / 73 .

CRM Analytics : Methods – Measure SAP AG 2007 / 74 .

Predict SAP AG 2007 / 75 .CRM Analytics : Methods .

CRM Analytics : Methods .Plan SAP AG 2007 / 76 .

CRM Analytics : Methods – Optimize SAP AG 2007 / 77 .

com/okp Online Documentation SAP Help Portal http://help.Further Information SAP Online Knowledge Products SAP Service Marketplace http://service.sap.com/ > Documentation > mySAP Business Suite > SAP Customer Relationship Management SAP AG 2007 / 78 .sap.

Q&A Q&A SAP AG 2007 / 79 .

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