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A View of mySAP CRM

Service

Product Management

Content

Customer Service in Context with mySAP CRM mySAP CRM Service


n n n n n n Service Planning Customer Care/Help Desk Installed Base Management Enterprise Intelligence Field Service/Dispatch Service Analytics

Strength of Service with mySAP CRM

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Content

Customer Service in Context with mySAP CRM mySAP CRM Service


n n n n n n Service Planning Customer Care/Help Desk Installed Base Management Enterprise Intelligence Field Service/Dispatch Service Analytics

Strength of Service with mySAP CRM

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Key Capabilities of a Complete CRM Solution

Who What

Marketing

Sales

Service

Executives

Service Customer Interaction Cycle Fulfill Transact Engage

Workplace Which way How


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Internet

Mobile

Telephony

Operational

Analytical

Collaborative

Key capabilities of mySAP CRM for Service Enabling capabilities for the Service scenario:
n n n n n n Multi-channel access 360 view of a customer Solution database to resolve issues Customer self service Integration with back-office eg. Controlling Service order processing

n Mobile device support

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Customer Service Process


Enterprise Intelligence Service Order Processing

2 2 3 3
Interaction Center Internet Customer Self Service

6 6

Call E-mail, Letter

1 1

Resource Planning

Service Billing, Controlling

Fax

4 4 5 5
Field Service Execution, Service Completion, Confirmation
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Business Process for Help Desk Support

A customer calls the Service Support Line for your company with a
question concerning a product that was purchased recently. The caller explains that the FAQs on the Web site did not resolve the problem so he is called for advanced support.

The agent is automatically notified of an existing contract that includes


a service level agreement (SLA) requiring a response within two hours for the specific item that is being called about. The original purchase is also listed along with other recent interactions to give the agent an idea of the customers behavior.

The agent does an advanced search of the solutions available for the
product and finds an appropriate solution that is e-mailed to the customer. The customers gold status also creates a follow-up activity for the sales rep, who will contact the customer to determine that the issue was resolved effectively, ensuring a satisfied customer.

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Service within mySAP CRM Service Planning


n Proactively engage customers with the correct resources at the most beneficial times

Customer Care
n Provide customer with 24/7 accessibility from all communication channels with information that is precise and consistent

Installed Base Management


n Maintain an accurate, up-to-date record of a customers products and installations to facilitate service and anticipate customer requirements

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Service within mySAP CRM Enterprise Intelligence


n Gather intellectual resources and leverage the information for effective customer interactions across all communication channels

Field Service/Dispatch
n Empower field service representatives to generate revenues through greater knowledge and process efficiencies

Service Analytics
n Gather the information necessary to provide differentiated service and maximize profits

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Content Customer Service in Context with mySAP CRM

mySAP CRM Service

n Service Planning
n n n n n Customer Care/Help Desk Installed Base Management Enterprise Intelligence Field Service/Dispatch Service Analytics

Strength of Service with mySAP CRM

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Service Planning Features Service Products support all phases of the service process
n Initial case logging n Planning and execution n Billing

Definition and usage of predefined services Can be utilized with all types of services
n n n n Technical installations Training Customer Support Professional Services

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Content Customer Service in Context with mySAP CRM

mySAP CRM Service


n n n n n n Service Planning Customer Care/Help Desk Installed Base Management Enterprise Intelligence Field Service/Dispatch Service Analytics

Strength of Service with mySAP CRM

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Customer Care Complete customer access via any communication channel

Interaction Center Internet Face-to-face Email Fax

Comprehensive customer history consolidated from all communication channels Information about contracts for customer differentiation and personalization Support of a broad range of service processes Customer organization modeling for instant recognition of all business partners Reduction in interactions by improvements in issue resolution
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Customer Care Interaction Center Features


Provides an integrated and scalable workplace for processing inbound and outbound contacts with one contact to the customer for:
n Sales processing n Service processing n Marketing processing

Combined communication technologies:


n n n n Telephony front-end E-mail integration Chat, VoIP, Co-browsing Internet/Intranet integration

Screen design for high-performance user interface:


n Efficient user interface requiring minimum data input n Fast and easy navigation for service request, sales order, activity

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Customer Care Interaction Center

Customer info

Call status

Reminder script/info Customer history

Service request

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Customer Care Internet Customer Self-Service Features

Provide immediate access to live agents via call-back Distribute information real-time across all channels Capture business partner registration information Access frequently asked questions Perform keyword searches Create service requests and
check status

Creation of self defined web


forms

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Customer Self Service - Example


Self search within internet customer self service

Template for a web form should be adapted to meet customers requirements


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Service Contracts Features

Service Level Agreements can be created eg. Response


time, service window, etc.

BW integration of service contract data - aggregated relevant


data on contract header and item level from CRM and CO.

Control of the service pricing according to chosen service


level. Profitability of a specific agreement can be calculated for all services performed against a specific service contract. This also integrates with Controlling.

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Screenshot

Header data Valid period

Provided Service

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Complaints Processing Features Complaints can be submitted for either products or services
Complaint business process can be mapped to automate all required follow-up actions n the generation of a credit memo, a return request, a quality control task, or the delivery of a replacement n Linking of attachments (e.g. Microsoft documents) n Automatic business partner determination and data display n Catalog types allow flexible definition of information for capture and analysis n Reason for rejection / reason for complaint n Cause n Usage decision

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Complaint Processing Screen

Complaint Items

Complaint Analysis

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Content Customer Service in Context with mySAP CRM

mySAP CRM Service


n n n n n n Service Planning Customer Care/Help Desk Installed Base Management Enterprise Intelligence Field Service/Dispatch Service Analytics

Strength of Service with mySAP CRM

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Installed Base Management Features Installed Base provides a graphical representation of products and installations to use as a reference in service processing
Manages the customers installation configuration(s) n Flexible search of the entire installed base and its components n Ease of maintenance n Utilization of customer-specific components n Drag and drop components between two installed bases n Serialized components n Completely integrated with service orders, the Interaction Center and contracts

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Installed Base Management


Client Server Installation xyz Application Server 01 Motherboard RAM Hard drive 40GB Unix Application Server 02 Motherboard RAM Hard drive 50GB Windows NT Product Component Product ... Text Item ... Installed Base ... Individual Object ...
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Sold-to Party: Company 4711 Status: Operating Contact Person: John Summer Address: Walldorf, Neurottstr. 16

Identification: HD-98765

Contact Person: Pat Winter Address: Rot, Max-Planck-Str. 1

Identification: HD-43210

Installed Base

Text Component Individual Object

Change Installed Base

Detailed information

Ibase structure

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Content Customer Service in Context with mySAP CRM

mySAP CRM Service


n n n n n n Service Planning Customer Care/Help Desk Installed Base Management Enterprise Intelligence Field Service/Dispatch Service Analytics

Strength of Service with mySAP CRM

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Enterprise Intelligence Features

Suite of solutions comprised of the following


n Solution Database
q Repository of all intellectual resources q Flexible categorization of information q Logical data segmentation for controlled information access q Integration to Internet Customer Self-Service and CRM Customer Interaction Center

n Frequently Asked Questions n Search Engine


q Multiple Search methods l Attribute l Word stem l Word within word l Phonetic q Interprets word relevancy q Scores and ranks retrieved documents
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Content Customer Service in Context with mySAP CRM

mySAP CRM Service


n n n n n n Service Planning Customer Care/Help Desk Installed Based Management Enterprise Intelligence Field Service/Dispatch Service Analytics

Strength of Service with mySAP CRM

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Field Service/Dispatch Features


Complete service fulfillment cycle
n Customer initiates service request through Customer Care functionality n Service requirements are scheduled to appropriate field service representatives Resource Planning n Information is remotely dispatched to field service representatives Mobile Service n Field service representatives record work completion information and bill customer for services rendered Billing with integration to Controlling

Support of multiple mobile devices


n Laptops n PDAs n WAP Devices

Integration to sales functionality and activity management

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Screen shot: Resource Planning Tool

Assignments

Field Service Reps within a service organization

Service Items
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Integration of Mobile Service with the Resource Planning Tool Assignments Bidirectional data exchange between the Resource
Planning Tool in CRM Online and Mobile Service: n Assignments n Absences n Attendances Resource Planner located in CRM Online

The service employee can set a status

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Field Service/Dispatch Mobile Service Features Receive and acknowledge assignments remotely Access all information and services on any mobile devices
n Business partner n Work descriptions n Installed Base (only on laptop)

Confirm completed work including time, expenses and materials Create new service requirements on-site Access sales information

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Service Process Service Process List on a handheld device

Service Process Overview on a Mobile Laptop


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Types of Confirmation

Working times Travel times Expenses Materials Technical Confirmation Short text

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Communication Channels

Confirmation via
n CRM Online n Internet n Handheld Service n Mobile Service n Interaction Center

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Follow-up Action From Confirmation

WFM Core
Resource Planning

SAP BW
Analytics

SAP CRM
Serviceacception Serviceplanning Serviceprocessing Serviceconfirmation

CRM Billing
Billing

OLTP
CATS Costs Salary

Material Stock

Travelcosts

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Content Customer Service in Context with mySAP CRM

mySAP CRM Service


n n n n n n Service Planning Customer Care/Help Desk Installed Base Management Enterprise Intelligence Field Service/Dispatch Service Analytics

Strength of Service with mySAP CRM

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Service Analytics Features Predefines key figures for service process analysis with reference to
n volume (e.g. number of orders) n quality (e.g. number of complaints) n cost efficiency (costs and revenues)

Key Figures from the data extracted from the CRM System can be used as a basis for additional key figures defined by a company Complete ready-to-run infrastructure is available
n extraction of data by updating the InfoCubes n analysis using predefined queries and MiniApps

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Service Analytics

Examples for Analysis

Customer satisfaction

Reasons for returns

Current Order Status


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SLA Monitor

Service with mySAP CRM Benefits Turning service into a powerful competitive advantage:
n Lower costs- Ensuring resolution of issues the first time by assigning the right resources at the right time. n Unlimited mobility service your customers any time, anywhere via the use of devices that offer real-time or synchronized access. n Out of the box integration little time and money spent on building and supporting interfaces.

The customer service and call center arena is emerging as one of the major strategic investments for business. The market is being driven by the rapid convergence of software with the Internet, mobile computing devices, and other platforms.

IDC June 2000

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PC4YOUs Services

CUSTOMER

Internet Customer Self Service

? ? ? ? ? ?
Customer

l Customer receives PC l Problems with mouse l Customer enters ICSS, but ...

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Service Request via Callcenter


Customer Interaction Center Agent

Customer asks for Service

l Customer still cannot setup PC l Customer calls CIC to ask for help l Contact Center Agent enters Service Request

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Resource Planning
Interaction Center Agent

Dispatcher

Service Agent

l The Dispatcher takes a look at the request l And put it in the schedule of the Service Agent l ....via the Resource Planning Board
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Service Agent

Dispatcher

Customer

l Service Agent meets the Customer l and reports activity to system

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Copyright 2001 SAP AG. All rights reserved


n No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft , WINDOWS, NT, EXCEL, Word, PowerPoint and SQL Server are registered trademarks of Microsoft Corporation. IBM, DB2, OS/2, DB2/6000, Parallel Sysplex, MVS/ESA, RS/6000, AIX, S/390, AS/400, OS/390, and OS/400 are registered trademarks of IBM Corporation. ORACLE is a registered trademark of ORACLE Corporation. INFORMIX-OnLine for SAP and INFORMIX Dynamic Server TM are registered trademarks of Informix Software Incorporated. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. HTML, DHTML, XML, XHTML are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology. JAVA is a registered trademark of Sun Microsystems, Inc. JAVASCRIPT is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, SAP Logo, R/2, RIVA, R/3, ABAP, SAP ArchiveLink, SAP Business Workflow, WebFlow, SAP EarlyWatch, BAPI, SAPPHIRE, Management Cockpit, mySAP.com Logo and mySAP.com are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other products mentioned are trademarks or registered trademarks of their respective companies.

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