Interaction Center Sales & Marketing Detailed View

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1 Interaction Center Sales & Marketing Detailed View SAP Enhancement Package 3 for SAP CRM 7.0 Customer

2 Agenda Positioning Overview Details 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 2

3 Global trends and their impact on LoB* Service Empowered customers Mobility adoption Changing business models Hyper-connected world Greater transparency Valuable information is available for everyone Inconsistencies are amplified Every customer can influence other customers and prospects Everyone can share bad experiences in real time *Line of business Faster business Customers expect real-time process visibility Customers are likely to escalate matters when their problems are not solved in a timely manner Users can be online all the time Companies face price and margin pressure More flexibility Predefined packages or custom tailored solutions Smart commerce Pay-as-you-go model Increased product portfolio Transition from selling products to selling solutions 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 3

4 Agenda Positioning Overview Details 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 4

5 SAP Interaction Center Phone Fax Clickto-Call Chat Web Social Media Monitoring & Analytics Process Modeling & Agent Guidance Account identification & history Telemarketing Campaign execution Lead management Loyalty Management Interaction history / Customer 360 Telesales CTI integration & agent collaboration Account and contact management Lead and opportunity management Quotation and order management Interactive scripting & surveys Customer service Customer service and support Complaint management Help desk Real-time Alerts Routing, escalation & inbox Shared services Employee Interaction Center Accounting Interaction Center IT Service Desk Real-time Offers 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 5

6 Agenda Positioning Overview Details 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 6

7 CRM Sales Order Processing SAP CRM Sales Order processing in Interaction Center provides full order management functionality, including : product proposal based on campaigns top-n lists cross-/ up- / down-selling accessories order history real-time offers Handling of Sales Quotations and Sales Contracts is also available in the Interaction Center SAP AG or an SAP affiliate company. All rights reserved. Customer 7

8 ERP Sales Order Processing SAP ERP Sales Order processing in Interaction Center provides Interaction Center agents full ERP SD order management functionality, including : integration with CRM product proposals ATP check, pricing and credit check in ERP SD Handling of ERP Sales Quotations and Sales Contracts is also available in the Interaction Center SAP AG or an SAP affiliate company. All rights reserved. Customer 8

9 Product Search Product Search in Interaction Center provides an efficient search and selection process including: quick access from existing sales order prefilled search criteria based on account/customer context entered values for dynamic search multiple item selection quantity entry image display Selected products are automatically updated in the Sales Order SAP AG or an SAP affiliate company. All rights reserved. Customer 9

10 Real-Time Offer Management Real-Time offer management is available in the Interaction Center for CRM and ERP orders allowing agents to: offer notification configurable via alert and/or via communication bar with direct navigation to offers page add accepted offers to existing orders create new orders for accepted offers 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 10

11 Lead Management SAP CRM Lead management enables agents to: capture a lead directly in the Interaction Center and capture all relevant information can be related to marketing campaigns qualify a lead supported by a questionnaire assign or distribute a lead directly to the responsible sales person 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 11

12 Opportunity Management SAP CRM Opportunity management enables Interaction Center agents to: create and maintain opportunity information indicate success levels and value of opportunity create and track progress Follow-up transactions and actions such as activities as well as CRM or ERP quotations can be created SAP AG or an SAP affiliate company. All rights reserved. Customer 12

13 Complaints & Returns Management SAP CRM Complaint management enables Interaction Center agents to: create complaints related to reference documents such as a CRM sales orders or billing documents fulfill follow-on tasks, such as credit memos, debit memos, returns requests, replacement deliveries, or quality notifications Multilevel categorization and defined business rules can be used for process automation such as escalating to the appropriate department or employee 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 13

14 Interactive Scripts and Surveys Interactive Scripts can support agents during inbound and outbound interactions by: guiding the agent through context specific communication and navigation process integration of surveys into scripts allowing agents to create and qualify leads in one step. Master data such as the customer address data can be directly updated based on data entered into form based sections of scripts SAP AG or an SAP affiliate company. All rights reserved. Customer 14

15 Campaign Execution & Call Lists Call Lists originating from marketing campaigns and other sources can be executed by agents in the Interaction Center Interactive scripts can be assigned to call lists so that the right script is available when agents start executing the call list Call lists can be transferred to external dialers to automate the dialing process 2013 SAP AG or an SAP affiliate company. All rights reserved. Customer 15

16 Thank you Contact information: F name MI. L name Title Address Phone number 2013 SAP AG or an SAP affiliate company. All rights reserved.

17 2013 SAP AG or an SAP affiliate company. All rights reserved. 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. National product specifications may vary. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Please see for additional trademark information and notices SAP AG or an SAP affiliate company. All rights reserved. Customer 17

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